公开(公告)号：US20120189115A1

公开(公告)日：2012-07-26

申请号：US13013392

申请日：2011-01-25

申请人： Michael R. Palmquist ,  Robert Snyder

发明人： Michael R. Palmquist ,  Robert Snyder

IPC分类号： H04M3/00

CPC分类号： H04M3/5233 ,  H04M3/5166 ,  H04M2203/402

摘要： Provided herein is a method and system for segmenting work implemented in a contact center server. The method may include: creating a plurality of common skill options; creating a service skill definition tree comprising a plurality of service skill options, wherein each of the plurality of common skill options is associated with the service skill definition tree; receiving a contact from a customer; obtaining a common skill option selection, wherein the common skill option is selected from the plurality of common skill options by the customer; transmitting the plurality of service skill options to the customer, and receiving a service skill option selection from the customer, wherein the service skill option selection is selected from the plurality of service skill options; and segmenting the contact to an agent associated with the common skill option selection and service skill option selection.

摘要翻译： 这里提供了用于分割在联络中心服务器中实现的工作的方法和系统。 该方法可以包括：创建多个常见技能选项; 创建包括多个服务技能选项的服务技能定义树，其中所述多个公共技能选项中的每一个与所述服务技能定义树相关联; 接收客户的联系人; 获得共同技能选项选择，其中所述共同技能选项由所述客户从所述多个常见技能选项中选择; 向所述客户发送所述多个服务技能选项，以及从所述客户接收服务技能选项选择，其中从所述多个服务技能选项中选择所述服务技能选项选择; 以及将所述联系人分割为与所述共同技能选项选择和服务技能选项选择相关联的代理。

公开(公告)号：US09094517B2

公开(公告)日：2015-07-28

申请号：US13013392

申请日：2011-01-25

申请人： Michael R. Palmquist ,  Robert Snyder

发明人： Michael R. Palmquist ,  Robert Snyder

IPC分类号： H04M3/523 ,  H04M3/51

CPC分类号： H04M3/5233 ,  H04M3/5166 ,  H04M2203/402

摘要： Provided herein is a method and system for segmenting work implemented in a contact center server. The method may include: creating a plurality of common skill options; creating a service skill definition tree comprising a plurality of service skill options, wherein each of the plurality of common skill options is associated with the service skill definition tree; receiving a contact from a customer; obtaining a common skill option selection, wherein the common skill option is selected from the plurality of common skill options by the customer; transmitting the plurality of service skill options to the customer, and receiving a service skill option selection from the customer, wherein the service skill option selection is selected from the plurality of service skill options; and segmenting the contact to an agent associated with the common skill option selection and service skill option selection.

摘要翻译： 这里提供了用于分割在联络中心服务器中实现的工作的方法和系统。 该方法可以包括：创建多个常用技能选项; 创建包括多个服务技能选项的服务技能定义树，其中所述多个公共技能选项中的每一个与所述服务技能定义树相关联; 接收客户的联系人; 获得共同技能选项选择，其中所述共同技能选项由所述客户从所述多个常见技能选项中选择; 向所述客户发送所述多个服务技能选项，以及从所述客户接收服务技能选项选择，其中从所述多个服务技能选项中选择所述服务技能选项选择; 以及将所述联系人分割为与所述共同技能选项选择和服务技能选项选择相关联的代理。