BRPI1105734A2 - CALL CENTER PERFORMANCE FORECAST - Google Patents

CALL CENTER PERFORMANCE FORECAST

Info

Publication number
BRPI1105734A2
BRPI1105734A2 BRPI1105734-3A2A BRPI1105734A BRPI1105734A2 BR PI1105734 A2 BRPI1105734 A2 BR PI1105734A2 BR PI1105734 A BRPI1105734 A BR PI1105734A BR PI1105734 A2 BRPI1105734 A2 BR PI1105734A2
Authority
BR
Brazil
Prior art keywords
call center
resource
center performance
performance forecast
generate
Prior art date
Application number
BRPI1105734-3A2A
Other languages
Portuguese (pt)
Inventor
Benny Mathew
Manoj Nambiar
Original Assignee
Tata Consultancy Services Ltd
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 Tata Consultancy Services Ltd filed Critical Tata Consultancy Services Ltd
Publication of BRPI1105734A2 publication Critical patent/BRPI1105734A2/en
Publication of BRPI1105734B1 publication Critical patent/BRPI1105734B1/en

Links

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Abstract

PREVISÃO DE DESEMPENHO DE UM CENTRO DE CHAMADAS A presente invenção refere-se a descreve um sistema e um método para prever o desempenho de um centro de chamadas. Em uma implementação, o método para prever o desempenho de um centro de chamadas compreende receber detalhes referentes a pelo menos um recurso do centro de chamadas, de modo a gerar pelo menos um modelo representativo do recurso do pelo menos um recurso com base nos detalhes recebidos. O método compreende ainda receber pelo menos um parâmetro de fluxo de trabalho associado com o pelo menos um modelo de recurso, de froma a gerar pelo menos um relatório indicativo da qualidade de serviço provida pelo centro de chamadas com base no pelo menos um parâmetro de fluxo de trabalho.CALL CENTER PERFORMANCE FORECASTING The present invention relates to a system and method for predicting call center performance. In one implementation, the method for predicting call center performance comprises receiving details for at least one call center resource so as to generate at least one representative model of the resource from at least one resource based on the received details. . The method further comprises receiving at least one workflow parameter associated with the at least one resource model so as to generate at least one call center quality of service report based on the at least one flow parameter. Work

BRPI1105734-3A 2011-09-30 2011-12-30 COMPUTER IMPLEMENTED METHOD TO PREDICT THE PERFORMANCE OF A CALL CENTER AND CALL CENTER PERFORMANCE PREDICTION SYSTEM CENTER SYSTEM BRPI1105734B1 (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
IN2774MU2011 2011-09-30
IN2774/MUM/2011 2011-09-30

Publications (2)

Publication Number Publication Date
BRPI1105734A2 true BRPI1105734A2 (en) 2014-06-17
BRPI1105734B1 BRPI1105734B1 (en) 2021-10-13

Family

ID=48023570

Family Applications (1)

Application Number Title Priority Date Filing Date
BRPI1105734-3A BRPI1105734B1 (en) 2011-09-30 2011-12-30 COMPUTER IMPLEMENTED METHOD TO PREDICT THE PERFORMANCE OF A CALL CENTER AND CALL CENTER PERFORMANCE PREDICTION SYSTEM CENTER SYSTEM

Country Status (2)

Country Link
CN (1) CN103037110B (en)
BR (1) BRPI1105734B1 (en)

Families Citing this family (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN106331385B (en) * 2016-08-19 2019-11-12 南京南瑞集团公司 A kind of 95598 call center's pressure testing systems and method based on SIP trunk
US9930180B1 (en) * 2017-04-28 2018-03-27 Afiniti, Ltd. Techniques for behavioral pairing in a contact center system
WO2019080086A1 (en) * 2017-10-27 2019-05-02 Accenture Global Solutions Limited Industrial data service, data modeling, and data application platform
CN110365855B (en) * 2018-04-09 2021-07-16 华为技术有限公司 Relay state prompting method, IP telephone and voice switch
US10742816B2 (en) * 2018-04-10 2020-08-11 Avaya Inc. Dynamic routing system for contact center communications
CN109587349B (en) * 2018-11-14 2022-02-01 平安科技（深圳）有限公司 Multimedia agent line testing method and device, electronic equipment and storage medium
US11810022B2 (en) * 2020-02-28 2023-11-07 Intuit Inc. Contact center call volume prediction

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6055308A (en) * 1997-01-21 2000-04-25 Genesys Telecommunications Laboratories, Inc. Method and system for determining and using multiple object states in a computer telephony integration system
US6856680B2 (en) * 2001-09-24 2005-02-15 Rockwell Electronic Commerce Technologies, Llc Contact center autopilot algorithms
US8238543B2 (en) * 2009-06-01 2012-08-07 Genesys Telecommunications Laboratories, Inc. System and methods for predicting future agent readiness for handling an interaction in a call center

Also Published As

Publication number Publication date
BRPI1105734B1 (en) 2021-10-13
CN103037110B (en) 2017-04-12
CN103037110A (en) 2013-04-10

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Legal Events

Date Code Title Description
B03A Publication of a patent application or of a certificate of addition of invention [chapter 3.1 patent gazette]
B06F Objections, documents and/or translations needed after an examination request according [chapter 6.6 patent gazette]
B06U Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette]
B09A Decision: intention to grant [chapter 9.1 patent gazette]
B16A Patent or certificate of addition of invention granted [chapter 16.1 patent gazette]

Free format text: PRAZO DE VALIDADE: 20 (VINTE) ANOS CONTADOS A PARTIR DE 30/12/2011, OBSERVADAS AS CONDICOES LEGAIS.