中科微点-全球专利检索

  1. Login
  2. Sign Up

Search Results

13 records (took 0.019 seconds)

    SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM
    3.
    发明申请
    SELECTIVE MAPPING OF CALLERS IN A CALL CENTER ROUTING SYSTEM 审中-公开
    呼叫中心路由系统中的呼叫者的选择性映射

    公开(公告)号：US20150264179A1

    公开(公告)日：2015-09-17

    申请号：US14728521

    申请日：2015-06-02

    Applicant: SATMAP INTERNATIONAL HOLDINGS LTD.

    Inventor： Zia CHISHTI

    IPC: H04M3/523 ,  H04M3/51

    CPC classification number: H04M3/5233 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M2201/10 ,  H04M2201/12

    Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including associating an outcome of an interaction between a contact and an agent with an identification of a matching strategy used for matching the contact with the agent.

    Abstract translation: 公开了一种在联络中心系统中处理联系人和代理人的技术。 在一个具体实施例中，这些技术可以被实现为用于处理联络中心系统中的联系人和代理的方法，包括将联系人和代理之间的交互的结果与用于将联系人与 代理商

    CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION
    5.
    发明申请
    CALL MAPPING SYSTEMS AND METHODS USING VARIANCE ALGORITHM (VA) AND/OR DISTRIBUTION COMPENSATION 有权
    调用映射系统和使用变量算法（VA）和/或分配补偿的方法

    公开(公告)号：US20150326724A1

    公开(公告)日：2015-11-12

    申请号：US14788442

    申请日：2015-06-30

    Applicant: SATMAP International Holdings Ltd.

    Inventor： S. James P. SPOTTISWOODE ,  Zia CHISHTI

    IPC: H04M3/523 ,  H04M3/51

    CPC classification number: H04M3/5233 ,  G06F17/30345 ,  G06Q10/06398 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5234 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2203/2061 ,  H04M2203/401 ,  H04M2203/556

    Abstract: Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

    Abstract translation: 方法，系统和程序产品，包括获得代理性能数据; 排名，代理商的代理业绩数据; 分剂代理代理业绩范围; 将基于标准的呼叫者分成一组分区; 为每个分区确定第一代理性能范围和第二代理性能范围的结果值; 基于所述第一代理性能范围的结果值和所述分区的第二代理性能范围的结果值，为所述分区计算相应的结果值差异指标; 基于分区的结果值差异指示符，将相应的代理匹配到其中一个分区中的相应呼叫者。

    SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER
    10.
    发明申请
    SYSTEMS AND METHODS FOR ROUTING CALLERS TO AN AGENT IN A CONTACT CENTER 有权
    向联络中心代理人发送电话的系统和方法

    公开(公告)号：US20150237213A1

    公开(公告)日：2015-08-20

    申请号：US14702663

    申请日：2015-05-01

    Applicant: SATMAP International Holdings Ltd.

    Inventor： Zia CHISHTI ,  Stuart J. SPOTTISWOODE ,  Christopher W. JONES

    IPC: H04M3/523 ,  H04M3/51

    CPC classification number: H04M3/5236 ,  H04M3/5158 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M3/5238 ,  H04M2201/18 ,  H04M2201/36

    Abstract: Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a plurality of contacts ordered for assignment to a plurality of agents, and assigning a first out-of-order contact from the plurality of contacts to a first agent of the plurality of agents who becomes available for assignment to any contact of the plurality of contacts based on information about the first agent.

    Abstract translation: 公开了在联络中心系统中处理联系人和代理人的技术。 在一个具体实施例中，这些技术可以被实现为用于在联络中心系统中处理联系人和代理的方法，包括识别为多个代理分配而排序的多个联系人，以及从第 多个联系人可以根据关于第一代理的信息变为可用于分配给多个联系人的任何联系人的多个代理的第一代理。

Patent Agency Ranking