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公开(公告)号：US08670548B2
公开(公告)日：2014-03-11
申请号：US12331181
申请日：2008-12-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 示例性方法包括识别呼叫者队列中的呼叫者的呼叫者数据，以及基于呼叫者数据将呼叫者跳转或移动到队列内的不同位置。 呼叫者数据可以包括人口统计数据和心理数据中的一个或两个。 呼叫者可以相对于至少一个其他呼叫者在队列中向前或向后跳转。 呼叫者可以进一步基于通过用于预测呼叫者 - 代理对结果的模式匹配算法和/或计算机模型来比较呼叫者数据与代理数据。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。
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公开(公告)号：US08903079B2
公开(公告)日：2014-12-02
申请号：US12331195
申请日：2008-12-09
CPC分类号： H04M3/5232 , H04M3/42068 , H04M2201/16 , H04M2201/18
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一个示例性的方法包括汇集来话呼叫者，并且使来自呼叫者池的呼叫者被路由。 呼叫者可以从呼叫者池路由到代理，放置在另一个呼叫者池中，或者被放置在呼叫者的队列中。 呼叫者数据可以包括人口统计学或心理学数据。 呼叫者可以基于通过模式匹配算法和/或计算机模型比较呼叫者数据与与代理相关联的代理数据，从呼叫者池路由，用于预测呼叫者 - 代理对结果。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。
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公开(公告)号：US20090190749A1
公开(公告)日：2009-07-30
申请号：US12331181
申请日：2008-12-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 示例性方法包括识别呼叫者队列中的呼叫者的呼叫者数据，以及基于呼叫者数据将呼叫者跳转或移动到队列内的不同位置。 呼叫者数据可以包括人口统计数据和心理数据中的一个或两个。 呼叫者可以相对于至少一个其他呼叫者在队列中向前或向后跳转。 呼叫者可以进一步基于通过用于预测呼叫者 - 代理对结果的模式匹配算法和/或计算机模型来比较呼叫者数据与代理数据。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。
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公开(公告)号：US10567586B2
公开(公告)日：2020-02-18
申请号：US12266418
申请日：2008-11-06
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one of a set of callers on hold and causing a caller of the set of callers to be routed to an agent based on a comparison of the caller data and the agent data. The caller data and agent data may be compared via a pattern matching algorithm and/or computer model for predicting a caller-agent pair having the highest probability of a desired outcome. As such, callers may be pooled and routed to agents based on comparisons of available caller and agent data, rather than a conventional queue order fashion. If a caller is held beyond a hold threshold the caller may be routed to the next available agent. The hold threshold may include a predetermined time, “cost” function, number of times the caller may be skipped by other callers, and so on.
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5.发明授权Selective mapping of callers in a call-center routing system based on individual agent settings 有权基于个人代理设置的呼叫中心路由系统中的呼叫者的选择性映射公开(公告)号：US08295471B2
公开(公告)日：2012-10-23
申请号：US12355618
申请日：2009-01-16
IPC分类号： H04M3/523
CPC分类号： H04M3/5237 , H04M3/42068 , H04M3/4211 , H04M2201/18
摘要： Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents and mapping a second portion of the callers (e.g., the remaining portion callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order), which may provide a control group for monitoring or analyzing the effect and/or training of the pattern matching algorithm. The first and second portion may be varied separately for each agent within the contact center. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.
摘要翻译： 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括：基于与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分映射到代理，并映射呼叫者的第二部分（例如， 剩余部分呼叫者）代理与呼叫者的第一部分不同的代理（例如，基于队列顺序的映射），其可以提供用于监视或分析模式匹配算法的效果和/或训练的控制组。 第一和第二部分可以针对联络中心内的每个代理单独变化。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。
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6.发明申请POOLING CALLERS FOR MATCHING TO AGENTS BASED ON PATTERN MATCHING ALGORITHMS 审中-公开用于匹配基于图案匹配算法的代理的捕获者公开(公告)号：US20100111287A1
公开(公告)日：2010-05-06
申请号：US12266418
申请日：2008-11-06
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M3/42068 , H04M2201/12 , H04M2201/18
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one of a set of callers on hold and causing a caller of the set of callers to be routed to an agent based on a comparison of the caller data and the agent data. The caller data and agent data may be compared via a pattern matching algorithm and/or computer model for predicting a caller-agent pair having the highest probability of a desired outcome. As such, callers may be pooled and routed to agents based on comparisons of available caller and agent data, rather than a conventional queue order fashion. If a caller is held beyond a hold threshold the caller may be routed to the next available agent. The hold threshold may include a predetermined time, “cost” function, number of times the caller may be skipped by other callers, and so on.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一种示例性方法包括识别保持的一组呼叫者中的至少一个的呼叫者数据，并且基于呼叫者数据和代理数据的比较，使呼叫者组中的呼叫者被路由到一个座席。 呼叫者数据和代理数据可以经由模式匹配算法和/或计算机模型进行比较，以预测具有期望结果的最高概率的呼叫者 - 代理对。 因此，可以基于可用呼叫者和代理数据的比较而不是传统的队列顺序方式，将呼叫者汇集并路由到代理。 如果呼叫者被保持超过保持阈值，呼叫者可以被路由到下一个可用代理。 保持阈值可以包括预定时间，“成本”功能，呼叫者可能被其他呼叫者跳过的次数等等。
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7.发明申请公开(公告)号：US20090190750A1
公开(公告)日：2009-07-30
申请号：US12331186
申请日：2008-12-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller of a plurality of callers in a queue, and routing the caller from the queue out of queue order. For example, a caller that is not at the top of the queue may be routed from the queue based on the identified caller data, out of order with respect to the queue order. The caller may be routed to another queue of callers, a pool of callers, or an agent based on the identified caller data, where the caller data may include one or both of demographic and psychographic data. The caller may be routed from the queue based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一种示例性方法包括识别队列中的多个呼叫者的呼叫者的呼叫者数据，并且将队列从队列中排队排队。 例如，不在队列顶部的呼叫者可以基于所识别的呼叫者数据从队列中路由，这与队列顺序无序。 呼叫者可以基于所识别的呼叫者数据被路由到另一呼叫者队列，呼叫者池或代理，其中呼叫者数据可以包括人口统计学和心理学数据中的一个或两个。 呼叫者可以通过经由模式匹配算法和/或计算机模型比较呼叫者数据与与代理相关联的代理数据来从队列路由，用于预测呼叫者 - 代理对结果。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。
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公开(公告)号：US20090190745A1
公开(公告)日：2009-07-30
申请号：US12331210
申请日：2008-12-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes routing a caller from a pool of callers based on at least one caller data associated with the caller, where a pool of callers includes, e.g., a set of callers that are not chronologically ordered and routed based on a chronological order or hold time of the callers. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一种示例性方法包括基于与呼叫者相关联的至少一个呼叫者数据，从呼叫者池路由呼叫者，其中呼叫者池包括例如基于时间顺序未按时间顺序排列和路由的一组呼叫者，或者 保持呼叫者的时间。 呼叫者可以从呼叫者池路由到代理，放置在另一个呼叫者池中，或者被放置在呼叫者的队列中。 呼叫者数据可以包括人口统计学或心理学数据。 呼叫者可以基于通过模式匹配算法和/或计算机模型比较呼叫者数据与与代理相关联的代理数据，从呼叫者池路由，用于预测呼叫者 - 代理对结果。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。
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公开(公告)号：US20090190744A1
公开(公告)日：2009-07-30
申请号：US12331195
申请日：2008-12-09
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M3/42068 , H04M2201/16 , H04M2201/18
摘要： Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and/or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.
摘要翻译： 提供了方法和系统，用于将呼叫者路由到呼叫中心路由环境中的代理。 一个示例性的方法包括汇集来话呼叫者，并且使来自呼叫者池的呼叫者被路由。 呼叫者可以从呼叫者池路由到代理，放置在另一个呼叫者池中，或者被放置在呼叫者的队列中。 呼叫者数据可以包括人口统计学或心理学数据。 呼叫者可以基于通过模式匹配算法和/或计算机模型比较呼叫者数据与与代理相关联的代理数据，从呼叫者池路由，用于预测呼叫者 - 代理对结果。 此外，如果呼叫者被保持超过保持阈值（例如，时间，“成本”功能等），则呼叫者可以被路由到下一个可用代理。
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公开(公告)号：US20080117906A1
公开(公告)日：2008-05-22
申请号：US11561679
申请日：2006-11-20
申请人： Qiaobing Xie
发明人： Qiaobing Xie
IPC分类号： H04L12/56
CPC分类号： H04L69/04 , H04L65/608 , H04L69/22
摘要： An RTP payload header (408) is compressed by utilizing a codebook (514) that holds one or more indexable payload header variations and sending it to a receiving device (504). An RTP packet (400) that includes the payload header (408) with information pertaining to the packet is generated by a sending device (502) and the codebook is searched for the payload header information. If the information is found, the payload header (408) is replaced with a short index in the codebook (514). At the receiving device (504) the index is used to retrieve a payload header variation that corresponds to the index and the variation is placed back into the payload header (408) to uncompress the header.
摘要翻译： 通过利用保存一个或多个可索引有效载荷报头变化并将其发送到接收设备（504）的码本（514）来压缩RTP有效载荷报头（408）。 通过发送装置（502）生成包含具有与分组有关的信息的有效载荷报头（408）的RTP分组（400），并且对码本进行有效负载报头信息的搜索。 如果找到信息，则在码本（514）中用短索引代替有效载荷报头（408）。 在接收设备（504）处，索引用于检索对应于索引的有效载荷报头变化，并且将变化放回到有效载荷报头（408）中以解压缩报头。
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