公开(公告)号：US20030191632A1

公开(公告)日：2003-10-09

申请号：US10118882

申请日：2002-04-09

申请人： Rockwell Electronic Commerce Technologies, L.L.C.

发明人： Roger A. Sumner ,  Mark J. Power ,  Carlo Bonifazi ,  Jeffrey D. Hodson ,  Craig R. Shambaugh ,  Mark J. Michelson ,  Robert P. Beckstrom ,  Anthony J. Dezonno

IPC分类号： G10L021/00

CPC分类号： H04M3/5233

摘要： The method and apparatus utilizes agents idle time in a communication system, such as, a communication system having an automatic call distribution system. The method includes providing at least one plug-in that implements at least one predetermined function in the call distribution system. At least one plug-in is assigned to at least one agent. At least one plug-in is activated for a respective assigned agent in response to at least one predetermined parameter of the automatic call distribution system. The predetermined parameter may be the entering into an available/idle time by the respective agent. The plug-in may be one of training, agent-to-agent collaboration, mentoring, and monitoring. The apparatus implements the method. The knowledge and skills associated with agents that are not actively handling call related activities are essentially untapped knowledge areas that other agents currently handling call related activities have access to by utilizing this method and apparatus.

摘要翻译： 该方法和装置在诸如具有自动呼叫分配系统的通信系统的通信系统中利用代理空闲时间。 该方法包括提供至少一个在呼叫分配系统中实现至少一个预定功能的插件。 至少一个插件被分配给至少一个代理。 响应于自动呼叫分配系统的至少一个预定参数，为相应的分配的代理激活至少一个插件。 预定参数可以是由相应代理进入可用/空闲时间。 插件可能是培训，代理到代理协作，指导和监控之一。 该装置实现该方法。 与没有积极处理呼叫相关活动的代理相关联的知识和技能基本上是未被利用的知识领域，其他当前处理呼叫相关活动的代理可以通过利用该方法和装置来访问。