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公开(公告)号：US20130216037A1
公开(公告)日：2013-08-22
申请号：US13398474
申请日：2012-02-16
IPC分类号： H04M3/50
CPC分类号： G06Q10/105 , G06Q10/103 , G06Q50/2057
摘要： The present disclosure describes various ways of monitoring the needs of a contact center in real-time and pushing training to a number of agents to address those needs. In determining to push training to agents, the short-term efficiency of the agent is balanced with the long-term efficiency of the contact center. When agents receive and then complete training events designed to address the monitored contact center needs the attributes associated with the agents are updated to allow them to handle the contacts requiring training.
摘要翻译： 本公开描述了实时监视联络中心的需求的各种方式，并且将训练推向若干代理以满足这些需求。 在决定将培训推向代理商时，代理人的短期效率与联络中心的长期效率相平衡。 当代理人收到并完成旨在解决受监控的联络中心的培训活动时，需要更新与代理关联的属性，以便他们处理需要培训的联系人。
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公开(公告)号：US09253310B2
公开(公告)日：2016-02-02
申请号：US13396419
申请日：2012-02-14
IPC分类号： H04M3/00
CPC分类号： H04M3/00 , H04M3/5158 , H04M3/5233 , H04M2203/402
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, establish and maintain a pool of idle agents so that when an outbound call attempt is successful, the agent which is assigned to the successful outbound call attempt can be selected from a plurality of agents based on the agent's superior efficiency rather than being based on the fact that the agent is the next in line to be assigned to such a contact.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了建立和维护空闲代理池的能力，使得当出站呼叫尝试成功时，分配给成功呼出呼叫尝试的代理可以从多个 代理商基于代理的优越效率而不是基于代理人下一个被分配到这样一个联系人的事实。
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公开(公告)号：US08675860B2
公开(公告)日：2014-03-18
申请号：US13398474
申请日：2012-02-16
CPC分类号： G06Q10/105 , G06Q10/103 , G06Q50/2057
摘要： The present disclosure describes various ways of monitoring the needs of a contact center in real-time and pushing training to a number of agents to address those needs. In determining to push training to agents, the short-term efficiency of the agent is balanced with the long-term efficiency of the contact center. When agents receive and then complete training events designed to address the monitored contact center needs the attributes associated with the agents are updated to allow them to handle the contacts requiring training.
摘要翻译： 本公开描述了实时监视联络中心的需求的各种方式，并且将训练推向若干代理以满足这些需求。 在决定将培训推向代理商时，代理人的短期效率与联络中心的长期效率相平衡。 当代理人收到并完成旨在解决受监控的联络中心的培训活动时，需要更新与代理关联的属性，以便他们处理需要培训的联系人。
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公开(公告)号：US20130208883A1
公开(公告)日：2013-08-15
申请号：US13396419
申请日：2012-02-14
IPC分类号： H04M3/00
CPC分类号： H04M3/00 , H04M3/5158 , H04M3/5233 , H04M2203/402
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, establish and maintain a pool of idle agents so that when an outbound call attempt is successful, the agent which is assigned to the successful outbound call attempt can be selected from a plurality of agents based on the agent's superior efficiency rather than being based on the fact that the agent is the next in line to be assigned to such a contact.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了建立和维护空闲代理池的能力，使得当出站呼叫尝试成功时，分配给成功呼出呼叫尝试的代理可以从多个 代理商基于代理的优越效率而不是基于代理人下一个被分配到这样一个联系人的事实。
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