公开(公告)号：US20060023865A1

公开(公告)日：2006-02-02

申请号：US10902639

申请日：2004-07-29

申请人： Pamela Nice ,  Paul Martin ,  John Melbourn ,  Gordon Galletti ,  Randy Locke ,  Jason Batai

发明人： Pamela Nice ,  Paul Martin ,  John Melbourn ,  Gordon Galletti ,  Randy Locke ,  Jason Batai

IPC分类号： H04M5/00 ,  H04M3/00

CPC分类号： H04M3/5232 ,  H04M3/2218 ,  H04M3/42068 ,  H04M3/42102 ,  H04M3/42365 ,  H04M2203/6018

摘要： A system for accurately detecting the unavailability of a call center agent that uses one or more agent sensors provided in the area of the agent's desk or station that are triggered when the agent moves into or out of the physical area in which he or she can answer calls. The agent sensor may be an external hardware peripheral device which communicates with a call center software application. The agent sensor operates to notify the call center application when an associated agent leaves their desk, so that the call center application can make that agent unavailable to receive calls as a result. When the agent returns, another signal may be sent from the sensor to the call center application indicating that the agent is again available to receive calls. The information gathered by the call center application from the sensor signals may be used to assist in report generation regarding call center agents, and to improve call center performance, since calls are not forwarded to agents that have stepped away from their desk, even for a brief moment.

摘要翻译： 一种用于准确地检测呼叫中心代理的不可用性的系统，该呼叫中心代理使用一个或多个代理传感器，所述代理传感器设置在代理人的桌子或站的区域中，当代理人进入或离开他或她可以回答的物理区域时被触发 电话。 代理传感器可以是与呼叫中心软件应用通信的外部硬件外围设备。 代理传感器操作以在相关代理离开他们的桌面时通知呼叫中心应用，使得呼叫中心应用可以使得该代理不可能接收呼叫作为结果。 当代理返回时，可以从传感器向呼叫中心应用发送另一个信号，指示该代理再次可用于接收呼叫。 由呼叫中心应用从传感器信号收集的信息可以用于协助关于呼叫中心代理的报告生成，并且改善呼叫中心性能，因为呼叫不被转发到远离其桌面的代理，即使是 短暂的时刻

公开(公告)号：US07680263B2

公开(公告)日：2010-03-16

申请号：US10902639

申请日：2004-07-29

申请人： Pamela Nice ,  Paul Martin ,  Randy Locke ,  Jason Bartal ,  John Melbourn ,  Gordon Galletti

发明人： Pamela Nice ,  Paul Martin ,  Randy Locke ,  Jason Bartal ,  John Melbourn ,  Gordon Galletti

IPC分类号： H04M5/00

CPC分类号： H04M3/5232 ,  H04M3/2218 ,  H04M3/42068 ,  H04M3/42102 ,  H04M3/42365 ,  H04M2203/6018

摘要： A system for accurately detecting the unavailability of a call center agent that uses one or more agent sensors provided in the area of the agent's desk or station that are triggered when the agent moves into or out of the physical area in which he or she can answer calls. The agent sensor may be an external hardware peripheral device which communicates with a call center software application. The agent sensor operates to notify the call center application when an associated agent leaves their desk, so that the call center application can make that agent unavailable to receive calls as a result. When the agent returns, another signal may be sent from the sensor to the call center application indicating that the agent is again available to receive calls. The information gathered by the call center application from the sensor signals may be used to assist in report generation regarding call center agents, and to improve call center performance, since calls are not forwarded to agents that have stepped away from their desk, even for a brief moment.

摘要翻译： 一种用于准确地检测呼叫中心代理的不可用性的系统，该呼叫中心代理使用一个或多个代理传感器，所述代理传感器设置在代理人的桌子或站的区域中，当代理人进入或离开他或她可以回答的物理区域时被触发 电话。 代理传感器可以是与呼叫中心软件应用通信的外部硬件外围设备。 代理传感器操作以在相关代理离开他们的桌面时通知呼叫中心应用，使得呼叫中心应用可以使得该代理不可能接收呼叫作为结果。 当代理返回时，可以从传感器向呼叫中心应用发送另一个信号，指示该代理再次可用于接收呼叫。 由呼叫中心应用从传感器信号收集的信息可以用于协助关于呼叫中心代理的报告生成，并且改善呼叫中心性能，因为呼叫不被转发到远离其桌面的代理，即使是 短暂的时刻