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1.发明授权Method and system for handling calls at an automatic call distribution system 有权用于在自动呼叫分配系统处理呼叫的方法和系统公开(公告)号：US07813493B2
公开(公告)日：2010-10-12
申请号：US11114599
申请日：2005-04-25
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5238 , H04M2203/402
摘要： A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.
摘要翻译： 一种用于在自动呼叫分配系统处理呼叫的方法包括：接收与多个代理之一的连接的第一呼叫，并将所述第一呼叫分发给所述多个代理的第一代理。 该方法包括向第一代理呈现与处理第一呼叫相关联的至少一个目标时间，并且基于呼叫参数和服务水平目标修改与处理第一呼叫相关联的至少一个目标时间。 呼叫参数包括包括等待与代理连接的呼叫的队列的状态。 该方法还包括将与处理第一呼叫相关联的至少一个修改的目标时间呈现给第一代理。
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公开(公告)号：US07630487B2
公开(公告)日：2009-12-08
申请号：US11114431
申请日：2005-04-26
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , G06Q10/06311
摘要： A method for distributing calls includes receiving a plurality of calls each for connection with one of a plurality of agents and storing each of the plurality of calls in a queue. The method includes monitoring the time that each of the plurality of calls has spent in the queue and determining that a first agent is available to receive a call. The method also includes determining, for a first call that has spent the most time in the queue, a first amount of time that the first call has spent in the queue and determining whether the first amount of time has exceeded a service level time. The method includes, if the first amount of time has not exceeded the service level time, distributing the first call to the first agent.
摘要翻译： 一种用于分发呼叫的方法包括接收多个呼叫，每个呼叫用于与多个代理中的一个代理连接，并将多个呼叫中的每一个存储在队列中。 该方法包括监视多个呼叫中的每一个在队列中花费的时间并且确定第一代理可用于接收呼叫。 该方法还包括：对于在队列中花费最多时间的第一呼叫，确定第一呼叫在队列中花费的第一时间量并且确定第一时间量是否已经超过服务等级时间。 所述方法包括：如果所述第一时间量未超过所述服务等级时间，则将所述第一呼叫分配给所述第一代理。
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公开(公告)号：US08189761B2
公开(公告)日：2012-05-29
申请号：US11725065
申请日：2007-03-15
IPC分类号： H04M3/00
CPC分类号： H04M3/5232
摘要： A method for managing calls includes allocating a plurality of agents among a plurality of queues, receiving a plurality of calls each for connection with at least one of the plurality of agents, and assigning each of the plurality of calls to a queue of the plurality of queues. The method further includes monitoring a dynamic value profile for each of the plurality of queues. The dynamic value profile for a queue is calculated based on one or more financial attributes of the current calls in the queue. The method includes determining that the dynamic value profile for a first queue is greater than the dynamic value profile for a second queue. In addition, the method comprises reallocating one or more of the plurality of agents, among the plurality of queues in response to determining that the dynamic value profile for the first queue is greater than the dynamic value profile for the second queue.
摘要翻译： 一种用于管理呼叫的方法包括在多个队列之间分配多个代理，接收多个呼叫，每个呼叫各自用于与所述多个代理中的至少一个代理进行连接;以及将所述多个呼叫中的每一个分配给所述多个 队列 该方法还包括监视多个队列中的每一个的动态值分布。 基于队列中当前呼叫的一个或多个财务属性来计算队列的动态值配置文件。 该方法包括确定第一队列的动态值配置文件大于第二队列的动态值配置文件。 此外，响应于确定第一队列的动态值配置文件大于第二队列的动态值配置文件，该方法包括重新分配多个队列中的一个或多个代理。
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公开(公告)号：US20080226059A1
公开(公告)日：2008-09-18
申请号：US11725065
申请日：2007-03-15
IPC分类号： H04M3/38
CPC分类号： H04M3/5232
摘要： A method for managing calls includes allocating a plurality of agents among a plurality of queues, receiving a plurality of calls each for connection with at least one of the plurality of agents, and assigning each of the plurality of calls to a queue of the plurality of queues. The method further includes monitoring a dynamic value profile for each of the plurality of queues. The dynamic value profile for a queue is calculated based on one or more financial attributes of the current calls in the queue. The method includes determining that the dynamic value profile for a first queue is greater than the dynamic value profile for a second queue. In addition, the method comprises reallocating one or more of the plurality of agents, among the plurality of queues in response to determining that the dynamic value profile for the first queue is greater than the dynamic value profile for the second queue.
摘要翻译： 一种用于管理呼叫的方法包括在多个队列之间分配多个代理，接收多个呼叫，每个呼叫各自用于与所述多个代理中的至少一个代理进行连接;以及将所述多个呼叫中的每一个分配给所述多个 队列 该方法还包括监视多个队列中的每一个的动态值分布。 基于队列中当前呼叫的一个或多个财务属性来计算队列的动态值配置文件。 该方法包括确定第一队列的动态值配置文件大于第二队列的动态值配置文件。 此外，响应于确定第一队列的动态值配置文件大于第二队列的动态值配置文件，该方法包括重新分配多个队列中的一个或多个代理。
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