公开(公告)号：US08995647B2

公开(公告)日：2015-03-31

申请号：US13898136

申请日：2013-05-20

Applicant: Xerox Corporation

Inventor： Faming Li ,  Bo Hu ,  Yu-An Sun

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5232

Abstract: A method, non-transitory computer readable medium, and apparatus for routing a call using a hybrid call routing scheme are disclosed. For example, the method receives a call for a customer agent at a call center, identifies a list of available customer agents, calculates a hybrid score for each one of the available customer agents, wherein the hybrid score is based upon a combination of a longest-idle-agent routing parameter, a performance based routing parameter and a tuning parameter, selects a customer agent from the list of the available customer agents having a highest hybrid score and routes, by the processor, the call to the customer agent that is selected.

Abstract translation: 公开了一种使用混合呼叫路由方案来路由呼叫的方法，非暂时计算机可读介质和装置。 例如，该方法在呼叫中心接收对客户代理的呼叫，识别可用客户代理的列表，计算每个可用客户代理的混合分数，其中该混合分数基于最长的组合 - 代理路由参数，基于性能的路由参数和调整参数，从具有最高混合分数的可用客户代理的列表中选择客户代理，并由处理器路由到所选择的客户代理的呼叫 。

公开(公告)号：US20140279133A1

公开(公告)日：2014-09-18

申请号：US13796573

申请日：2013-03-12

Applicant: XEROX CORPORATION

Inventor： Haengju Lee ,  Yu-An Sun

IPC: G06Q30/08

CPC classification number: G06Q30/08

Abstract: There is disclosed a method of conducting an auction under execution uncertainty to satisfy incentive compatibility, individual rationality, and efficiency by leveraging bonuses and penalties. A buyer posts a task including multiple sub-tasks. The buyer specifies temporal and precedence relationships among the sub-tasks. The buyer also specifies the time interval for the sub-tasks. Suppliers submit bids including their interested sub-tasks, prices, and proposed schedules. A winner determination problem is formulated based on bid prices, suppliers' success probabilities in delivering the sub-tasks, and the suppliers' schedules of undertaking sub-tasks. Having decided the winners, suppliers who delivered with success will be granted bonuses and those who were not able to deliver will be imposed penalties. The bonuses and penalties are formulated under a verification assumption. The combinatorial mechanism using the formulated winner determination rule and payment rule including bonuses and penalties satisfy economic properties such as incentive compatibility, individual rationality, and efficiency.

Abstract translation: 披露了一种在执行不确定性下进行拍卖的方法，以通过利用奖金和罚金来满足激励兼容性，个人理性和效率。 买方发布包含多个子任务的任务。 买方指定子任务之间的时间和优先级关系。 买方还指定子任务的时间间隔。 供应商提交投标，包括他们感兴趣的子任务，价格和建议的时间表。 获胜者决定问题是根据投标价格，供应商在交付子任务中的成功可能性以及供应商进行子任务的时间表制定的。 决定获胜者后，成功交付的供应商将获得奖金，无法交付的供应商将被处以罚款。 奖金和罚金是在验证假设下制定的。 使用配方的赢家决定规则和支付规则（包括奖金和罚则）的组合机制满足激励兼容性，个人理性和效率等经济性质。

公开(公告)号：US20140341370A1

公开(公告)日：2014-11-20

申请号：US13898136

申请日：2013-05-20

Applicant: Xerox Corporation

Inventor： FAMING LI ,  Bo Hu ,  Yu-An Sun

IPC: H04M3/523

CPC classification number: H04M3/5232

Abstract: A method, non-transitory computer readable medium, and apparatus for routing a call using a hybrid call routing scheme are disclosed. For example, the method receives a call for a customer agent at a call center, identifies a list of available customer agents, calculates a hybrid score for each one of the available customer agents, wherein the hybrid score is based upon a combination of a longest-idle-agent routing parameter, a performance based routing parameter and a tuning parameter, selects a customer agent from the list of the available customer agents having a highest hybrid score and routes, by the processor, the call to the customer agent that is selected.

Abstract translation: 公开了一种使用混合呼叫路由方案来路由呼叫的方法，非暂时计算机可读介质和装置。 例如，该方法在呼叫中心接收对客户代理的呼叫，识别可用客户代理的列表，计算每个可用客户代理的混合分数，其中该混合分数基于最长的组合 -idle-agent路由参数，基于性能的路由参数和调整参数，从具有最高混合分数的可用客户代理的列表中选择客户代理，并由处理器路由到被选择的客户代理的呼叫 。