AU2001294670A1 - System for automatically predicting availability of a resource in a customer care center - Google Patents

System for automatically predicting availability of a resource in a customer care center

Info

Publication number
AU2001294670A1
AU2001294670A1 AU2001294670A AU9467001A AU2001294670A1 AU 2001294670 A1 AU2001294670 A1 AU 2001294670A1 AU 2001294670 A AU2001294670 A AU 2001294670A AU 9467001 A AU9467001 A AU 9467001A AU 2001294670 A1 AU2001294670 A1 AU 2001294670A1
Authority
AU
Australia
Prior art keywords
resource
customer care
care center
automatically predicting
predicting availability
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Abandoned
Application number
AU2001294670A
Inventor
Andrew Derek Flockhart
Darryl J. Maxwell
Keith R. Mcfarlane
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Avaya Technology LLC
Original Assignee
Avaya Technology LLC
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Technology LLC filed Critical Avaya Technology LLC
Publication of AU2001294670A1 publication Critical patent/AU2001294670A1/en
Abandoned legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5116—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing for emergency applications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements
AU2001294670A 2000-09-29 2001-09-24 System for automatically predicting availability of a resource in a customer care center Abandoned AU2001294670A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US67572900A 2000-09-29 2000-09-29
US09/675,729 2000-09-29
PCT/US2001/029839 WO2002030093A2 (en) 2000-09-29 2001-09-24 System for automatically predicting availability of a resource in a customer care center

Publications (1)

Publication Number Publication Date
AU2001294670A1 true AU2001294670A1 (en) 2002-04-15

Family

ID=24711723

Family Applications (1)

Application Number Title Priority Date Filing Date
AU2001294670A Abandoned AU2001294670A1 (en) 2000-09-29 2001-09-24 System for automatically predicting availability of a resource in a customer care center

Country Status (2)

Country Link
AU (1) AU2001294670A1 (en)
WO (1) WO2002030093A2 (en)

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10567444B2 (en) 2014-02-03 2020-02-18 Cogito Corporation Tele-communication system and methods
RU2710102C1 (en) * 2019-06-06 2019-12-24 Игорь Артемьевич Платонов Dynamic method of obtaining constant concentrations of analyte

Family Cites Families (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5506898A (en) * 1994-07-12 1996-04-09 At&T Corp. Expected wait-time indication arrangement
US6333980B1 (en) * 1994-09-28 2001-12-25 Rockwell International Corporation Automatic call distributor and method for routing incoming telephone calls based on proficiency ratings of agents
DE69636239T2 (en) * 1995-04-24 2007-05-10 International Business Machines Corp. A method and apparatus for skill-based routing in a call center
US5903641A (en) * 1997-01-28 1999-05-11 Lucent Technologies Inc. Automatic dynamic changing of agents' call-handling assignments
CA2262044C (en) * 1998-04-09 2001-10-30 Lucent Technologies Inc. Optimizing call-center performance by using predictive data to distribute agents among calls
GB2339643A (en) * 1998-05-18 2000-02-02 Callscan Limited Call centre management

Also Published As

Publication number Publication date
WO2002030093A3 (en) 2002-08-15
WO2002030093A2 (en) 2002-04-11

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