公开(公告)号：US20090323921A1

公开(公告)日：2009-12-31

申请号：US12490949

申请日：2009-06-24

申请人： S. James P. SPOTTISWOODE ,  Zia CHISHTI

发明人： S. James P. SPOTTISWOODE ,  Zia CHISHTI

IPC分类号： H04M3/00

CPC分类号： H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36 ,  H04M2203/551

摘要： Systems and processes are disclosed for routing callers to agents in a contact center based on similar probabilities for an outcome variable. An exemplary probability multiplier process includes determining agent performance of a set of agents for an outcome variable (e.g., sales) and determining caller propensity of a set of callers for the outcome variable (e.g., the propensity or statistical chance of purchasing). Callers and agents are matched based on corresponding agent performance and propensity for the outcome variable of the caller, e.g., matching callers and agents having similar relative performance for the outcome variable, such as matching the highest ranked caller to the highest ranked agent, the worst ranked caller to the worst ranked agent, and so on. The performance and propensity of the callers and agents may be converted to percentile rankings, and callers and agents can be matched based on a closest match of percentile rankings.

摘要翻译： 公开了系统和过程，用于基于结果变量的相似概率将呼叫者路由到联络中心中的代理。 示例性概率乘数过程包括确定用于结果变量（例如，销售）的一组代理的代理性能，以及确定一组呼叫者对结果变量（例如，倾向或统计购买机会）的呼叫者倾向。 呼叫者和代理人根据呼叫者的结果变量的相应代理性能和倾向进行匹配，例如匹配呼叫者和具有相似性能的结果变量的代理，例如将排名最高的呼叫者与最高排名的代理相匹配，最差 排名呼叫者排名最差的代理人，等等。 呼叫者和代理人的表现和倾向可以转换为百分位数排名，呼叫者和代理可以根据最接近的百分比排名匹配进行匹配。

公开(公告)号：US20120224680A1

公开(公告)日：2012-09-06

申请号：US13221692

申请日：2011-08-30

申请人： S. James P. SPOTTISWOODE ,  Zia CHISHTI

发明人： S. James P. SPOTTISWOODE ,  Zia CHISHTI

IPC分类号： H04M3/00

CPC分类号： H04M3/5232

摘要： Systems and processes are disclosed for routing callers to agents in a contact center based on predicted call handle times. An exemplary process includes using predicted call handle time as a variable for call routing along with a performance matching and/or psychodemograhpic matching process of caller-agent pairs to maximize sales, customer satisfaction, and so on. The process may allocate the highest performing agents and/or the most “demographic matchable” agents to those callers that are predicted have the shortest duration. The process may further allocate the lowest performing agents and or the least “demographic matchable” agents to those callers that are predicted have the longest duration, or may not allocate the lowest performing agents to any callers at all.

摘要翻译： 公开了系统和过程，用于基于预测的呼叫处理时间将呼叫者路由到联络中心中的代理。 示例性过程包括使用预测的呼叫处理时间作为用于呼叫路由的变量以及呼叫者 - 代理对的性能匹配和/或心理呼叫匹配过程以最大化销售，客户满意度等。 该过程可以将具有最高性能的代理和/或最“人口匹配的”代理分配给具有最短持续时间的那些预测的呼叫者。 该过程可以进一步将最低执行代理和/或最少的“人口统计匹配”代理分配给所预测的具有最长持续时间的呼叫者，或者根本不将最低执行代理分配给任何呼叫者。

公开(公告)号：US20100183138A1

公开(公告)日：2010-07-22

申请号：US12355618

申请日：2009-01-16

申请人： S. James P. SPOTTISWOODE ,  Qiaobing XIE ,  Zia CHISHTI

发明人： S. James P. SPOTTISWOODE ,  Qiaobing XIE ,  Zia CHISHTI

IPC分类号： H04M3/00

CPC分类号： H04M3/5237 ,  H04M3/42068 ,  H04M3/4211 ,  H04M2201/18

摘要： Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents and mapping a second portion of the callers (e.g., the remaining portion callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order), which may provide a control group for monitoring or analyzing the effect and/or training of the pattern matching algorithm. The first and second portion may be varied separately for each agent within the contact center. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

摘要翻译： 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括：基于与呼叫者相关联的呼叫者数据和与代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分映射到代理，并映射呼叫者的第二部分（例如， 剩余部分呼叫者）代理与呼叫者的第一部分不同的代理（例如，基于队列顺序的映射），其可以提供用于监视或分析模式匹配算法的效果和/或训练的控制组。 第一和第二部分可以针对联络中心内的每个代理单独变化。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。

公开(公告)号：US20120051536A1

公开(公告)日：2012-03-01

申请号：US12869645

申请日：2010-08-26

申请人： Zia CHISHTI ,  S. James P. Spottiswoode

发明人： Zia CHISHTI ,  S. James P. Spottiswoode

IPC分类号： H04M3/00

CPC分类号： H04M3/5175 ,  H04M2203/401

摘要： Systems and methods are disclosed for estimating and assigning agent performance characteristics in a call routing center. Performance characteristics (e.g., sales rate, customer satisfaction, duration of call, etc.) may be assigned to an agent when the agent has made few calls relative to other agents or otherwise has a large error in their measure of one or more performance characteristics used for matching callers to agents (e.g., via a performance based or pattern matching routing method). A method includes identifying agents of a plurality of agents having a number of calls fewer than a predetermined number of calls (or an error in the performance characteristic exceeding a threshold), assigning a performance characteristic to the identified agents (that is different than the agent's actual performance characteristic), and routing a caller to one of the plurality of agents based on the performance characteristics of the plurality of agents.

摘要翻译： 公开了用于在呼叫路由中心中估计和分配代理性能特征的系统和方法。 当代理人相对于其他代理商进行的调用次数较少时，或者在其一个或多个性能特征的测量中具有较大的误差时，可以向代理分配性能特征（例如销售率，客户满意度，呼叫持续时间等） 用于将呼叫者匹配到代理（例如，通过基于性能或模式匹配路由方法）。 一种方法包括识别具有少于预定呼叫次数的呼叫数量的多个代理的代理（或者超过阈值的性能特性中的错误），向所识别的代理分配性能特征（不同于代理的 实际性能特征），以及基于多个代理的性能特征将呼叫者路由到多个代理之一。

公开(公告)号：US20100111285A1

公开(公告)日：2010-05-06

申请号：US12266461

申请日：2008-11-06

申请人： Zia CHISHTI

发明人： Zia CHISHTI

IPC分类号： H04M3/00 ,  G06N3/02 ,  G06N5/02

CPC分类号： H04M3/5232

摘要： Systems and methods are disclosed for routing callers to agents in a contact center utilizing a multi-layer processing approach to matching a caller to an agent. A first layer of processing may include two or more different computer models or methods for scoring or determining caller-agent pairs in a routing center. The output of the first layer may be received by a second layer of processing for balancing or weighting the outputs and selecting a final caller-agent match. The two or more methods may include conventional queue based routing, performance based routing, pattern matching algorithms, affinity matching, and the like. The output or scores of the two or more methods may be processed be the second layer of processing to select a caller-agent pair and cause the caller to be routed to a particular agent.

摘要翻译： 公开了用于使用多层处理方法将呼叫者路由到联络中心中的代理的系统和方法，以将呼叫者与代理相匹配。 第一层处理可以包括两个或多个不同的计算机模型或用于在路由中心中评分或确定呼叫者 - 代理对的方法。 可以通过用于平衡或加权输出并选择最终呼叫者代理匹配的第二层处理来接收第一层的输出。 两种或更多种方法可以包括常规的基于队列的路由，基于性能的路由，模式匹配算法，亲和度匹配等。 两个或更多个方法的输出或分数可以被处理为用于选择呼叫者 - 代理对的第二层处理，并使呼叫者被路由到特定代理。

公开(公告)号：US20140272757A1

公开(公告)日：2014-09-18

申请号：US14214322

申请日：2014-03-14

申请人： Zia CHISHTI

发明人： Zia CHISHTI

IPC分类号： A61C7/12 ,  A61C7/00 ,  A61C13/00

CPC分类号： A61C7/125 ,  A61C7/002 ,  A61C7/12 ,  A61C7/14 ,  A61C7/20 ,  A61C7/28 ,  A61C13/0019

摘要： A device for moving at least one tooth includes at least one grip bonded to the at least one tooth and a strip including at least one receiving feature. The strip is configured to receive the at least one grip for attachment to the strip, and attachment of the strip to the at least one grips generates a tooth-moving force. A method of moving at least one tooth includes bonding at least one grip to the at least one tooth, providing a strip including at least one receiving feature, attaching the strip to the at least one grip for attachment to the strip, and generating a tooth-moving force.

摘要翻译： 用于移动至少一个齿的装置包括至少一个固定在所述至少一个齿上的把手和包括至少一个接收特征的条带。 条带被配置成容纳至少一个用于附接到条带的把手，并且条带附接到至少一个把手产生移动齿。 移动至少一个牙齿的方法包括将至少一个手柄结合到所述至少一个牙齿，提供包括至少一个接收特征的条带，将所述条带附接到所述至少一个手柄以附接到所述条带上，以及产生牙齿 动力。

公开(公告)号：US20100111286A1

公开(公告)日：2010-05-06

申请号：US12266446

申请日：2008-11-06

申请人： Zia CHISHTI

发明人： Zia CHISHTI

IPC分类号： H04M5/00

CPC分类号： H04M3/5233 ,  H04M3/5133 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5232 ,  H04M3/5236 ,  H04M2201/10 ,  H04M2201/12

摘要： Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes mapping a first portion (or fraction) of callers to agents according to a performance and/or pattern matching algorithm based on comparing caller data associated with the callers and agent data associated with the agents. The method further includes mapping a second portion of the callers (e.g., the remaining portion or fraction of all callers) to agents differently than the first portion of the callers (e.g., mapping based on queue order or performance based), which may provide a control group for monitoring or analyzing the effect of the pattern matching algorithm. The method may further include displaying the effect of the routing on at least one outcome variable, which may include revenue generation, cost, customer satisfaction, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

摘要翻译： 公开了用于将呼叫者路由到联络中心中的代理的系统和方法以及智能路由系统。 一种示例性方法包括基于与呼叫者相关联的呼叫者数据和与该代理相关联的代理数据的比较，根据性能和/或模式匹配算法将呼叫者的第一部分（或部分）映射到代理。 该方法还包括将呼叫者的第二部分（例如，所有呼叫者的剩余部分或分数）映射到与呼叫者的第一部分不同的代理（例如，基于队列顺序或基于性能的映射），其可以提供 控制组用于监视或分析模式匹配算法的效果。 该方法还可以包括将路由的效果显示在至少一个结果变量上，该结果变量可以包括来自系统的模式匹配算法的收入生成，成本，客户满意度，第一呼叫解析，消除或其它可变输出。