公开(公告)号：US20130251137A1

公开(公告)日：2013-09-26

申请号：US13843541

申请日：2013-03-15

申请人： THE RESOURCE GROUP INTERNATIONAL, LTD.

发明人： Zia CHISHTI ,  Ittai KAN

IPC分类号： H04M3/523

CPC分类号： H04M3/5232 ,  G06Q30/00 ,  H04M3/5158 ,  H04M3/5233 ,  H04M3/5238

摘要： Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated.

摘要翻译： 方法，系统和程序产品，包括：获取代理参数数据; 基于代理参数数据的百分比代理，获得代理百分位数的代理分配; 根据标准将呼叫者分割成分区; 获取呼叫者倾向数据; 根据结果​​的倾向获得呼叫者分配百分比呼叫者; 使用从应用于代理百分位数的分布的边缘补偿算法中选择的一种算法或者在至少一个分布边缘附近提供边缘补偿的调用百分位数的分布来执行分配补偿，以及应用于任一或两者的拓扑变化算法 代理分配和呼叫者分配将一个或多个分发更改为不同的拓扑; 并且将代理与其中一个具有最接近的百分位数的分区中的调用者匹配，其中调用者百分位数或代理百分位数之一已被分配补偿。

公开(公告)号：US20140086402A1

公开(公告)日：2014-03-27

申请号：US14035522

申请日：2013-09-24

申请人： The Resource Group International, Ltd.

发明人： Ittai KAN ,  Zia CHISHTI ,  Akbar A. MERCHANT

IPC分类号： H04M3/51

CPC分类号： H04M3/5233 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5232 ,  H04M2203/402

摘要： A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.

摘要翻译： 一种方法，系统和程序产品，所述方法包括：为一组呼叫中的每个呼叫获取表示多个不同相应数据字段的相应模式; 获取各种呼叫模式的演奏数据; 获取相应代理的绩效数据; 确定代理对于一组代理中的代理的呼叫模式性能的敏感度，所述代理包括与代理处理的呼叫的呼叫性能数据相关联的代理性能数据; 以及至少部分地基于所述一个呼叫的相应模式的性能数据以及所述代理对所述呼叫的相应一个代理的呼叫性能的代理敏感度，将所述代理中的相应一个代理匹配到所述呼叫中的一个 套代理商

公开(公告)号：US20140044255A1

公开(公告)日：2014-02-13

申请号：US14059248

申请日：2013-10-21

申请人： The Resource Group International, Ltd.

发明人： Zia CHISHTI ,  Ittai KAN

IPC分类号： H04M3/523

CPC分类号： H04M3/5232 ,  G06Q30/00 ,  H04M3/5158 ,  H04M3/5233 ,  H04M3/5238

摘要： Method, system and program product, comprising: obtaining agent parameter data; percentiling agents based on the agent parameter data, to obtain an agent distribution of agent percentiles; partitioning callers based on criteria into partitions; obtaining caller propensity data; percentiling the callers based on propensity for an outcome to obtain a caller distribution; performing distribution compensation using one algorithm selected from an edge compensation algorithm applied to the distribution of agent percentiles or the distribution of the caller percentiles, near at least one distribution edge to provide edge compensation, and a topology altering algorithm applied to either or both of the agent distribution and the caller distribution to change one or more of the distributions to a different topology; and matching an agent to a caller in one of the partitions with a closest respective percentile, where one of the caller percentile or the agent percentile has been distribution compensated.

摘要翻译： 方法，系统和程序产品，包括：获取代理参数数据; 基于代理参数数据的百分比代理，获得代理百分位数的代理分配; 根据标准将呼叫者分割成分区; 获取呼叫者倾向数据; 根据结果​​的倾向获得呼叫者分配百分比呼叫者; 使用从应用于代理百分位数的分布的边缘补偿算法中选择的一种算法或者在至少一个分布边缘附近提供边缘补偿的调用百分位数的分布来执行分配补偿，以及应用于任一或两者的拓扑变化算法 代理分配和呼叫者分配将一个或多个分发更改为不同的拓扑; 并且将代理与其中一个具有最接近的百分位数的分区中的调用者匹配，其中调用者百分位数或代理百分位数之一已被分配补偿。