IN2013MU02199A - - Google Patents

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Publication number
IN2013MU02199A
IN2013MU02199A IN2199MU2013A IN2013MU02199A IN 2013MU02199 A IN2013MU02199 A IN 2013MU02199A IN 2199MU2013 A IN2199MU2013 A IN 2199MU2013A IN 2013MU02199 A IN2013MU02199 A IN 2013MU02199A
Authority
IN
India
Prior art keywords
contact center
work
assignment decisions
work assignment
deferment
Prior art date
Application number
Inventor
Joylee Kohler
Robert C Steiner
Andrew D Flockhart
Original Assignee
Avaya Inc
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 Inc filed Critical Avaya Inc
Publication of IN2013MU02199A publication Critical patent/IN2013MU02199A/en

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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
    • 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

Abstract

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, support deferring work assignment decisions, while simultaneously assessing the risks associated with such a deferred decision. The intelligent deferment of work assignment decisions helps to achieve better matching without losing the opportunity to timely assign work to an agent.
IN2199MU2013 2012-09-20 2013-06-28 IN2013MU02199A (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US13/623,255 US8718269B2 (en) 2012-09-20 2012-09-20 Risks for waiting for well-matched

Publications (1)

Publication Number Publication Date
IN2013MU02199A true IN2013MU02199A (en) 2015-06-12

Family

ID=50274464

Family Applications (1)

Application Number Title Priority Date Filing Date
IN2199MU2013 IN2013MU02199A (en) 2012-09-20 2013-06-28

Country Status (3)

Country Link
US (1) US8718269B2 (en)
IN (1) IN2013MU02199A (en)
PH (1) PH12013000198B1 (en)

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US10750023B2 (en) 2008-01-28 2020-08-18 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing in a contact center system
US8824658B2 (en) 2008-11-06 2014-09-02 Satmap International Holdings Limited Selective mapping of callers in a call center routing system
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US9912816B2 (en) * 2012-11-29 2018-03-06 Genesys Telecommunications Laboratories, Inc. Workload distribution with resource awareness
US9542936B2 (en) 2012-12-29 2017-01-10 Genesys Telecommunications Laboratories, Inc. Fast out-of-vocabulary search in automatic speech recognition systems
US20150066529A1 (en) * 2013-08-30 2015-03-05 Genesys Telecommunications Laboratories, Inc. Dynamic health data task-based transition of care
US9325848B2 (en) * 2013-09-30 2016-04-26 Avaya Inc. Method, apparatus, and system for providing ripple reduction using near term simulation for optional sequencing
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US9723151B2 (en) * 2015-10-19 2017-08-01 Genesys Telecommunications Laboratories, Inc. Optimized routing of interactions to contact center agents based on forecast agent availability and customer patience
US9716792B2 (en) 2015-10-19 2017-07-25 Genesys Telecommunications Laboratories, Inc. System and method for generating a network of contact center agents and customers for optimized routing of interactions
US9635181B1 (en) 2015-10-19 2017-04-25 Genesys Telecommunications Laboratories, Inc. Optimized routing of interactions to contact center agents based on machine learning
AU2016361673A1 (en) 2015-12-01 2018-05-17 Afiniti Europe Technologies Limited Techniques for case allocation
US10142473B1 (en) 2016-06-08 2018-11-27 Afiniti Europe Technologies Limited Techniques for benchmarking performance in a contact center system
US9692899B1 (en) 2016-08-30 2017-06-27 Afiniti Europe Technologies Limited Techniques for benchmarking pairing strategies in a contact center system
US9762733B1 (en) * 2016-09-21 2017-09-12 Genesys Telecommunications Laboratories, Inc. System and method for recommending communication mediums based on predictive analytics
US10469664B2 (en) 2016-09-21 2019-11-05 Genesys Telecommunications Laboratories, Inc. System and method for managing multi-channel engagements
US9888121B1 (en) 2016-12-13 2018-02-06 Afiniti Europe Technologies Limited Techniques for behavioral pairing model evaluation in a contact center system
US11831808B2 (en) 2016-12-30 2023-11-28 Afiniti, Ltd. Contact center system
US10326882B2 (en) 2016-12-30 2019-06-18 Afiniti Europe Technologies Limited Techniques for workforce management in a contact center system
US10257354B2 (en) 2016-12-30 2019-04-09 Afiniti Europe Technologies Limited Techniques for L3 pairing in a contact center system
US9955013B1 (en) 2016-12-30 2018-04-24 Afiniti Europe Technologies Limited Techniques for L3 pairing in a contact center system
US10320984B2 (en) 2016-12-30 2019-06-11 Afiniti Europe Technologies Limited Techniques for L3 pairing in a contact center system
US10135986B1 (en) 2017-02-21 2018-11-20 Afiniti International Holdings, Ltd. Techniques for behavioral pairing model evaluation in a contact center system
US10970658B2 (en) 2017-04-05 2021-04-06 Afiniti, Ltd. Techniques for behavioral pairing in a dispatch center system
US9930180B1 (en) 2017-04-28 2018-03-27 Afiniti, Ltd. Techniques for behavioral pairing in a contact center system
US10122860B1 (en) 2017-07-10 2018-11-06 Afiniti Europe Technologies Limited Techniques for estimating expected performance in a task assignment system
US10958540B1 (en) 2017-10-12 2021-03-23 United Services Automobile Association (Usaa) Reconnection routing for service sessions
US11223540B1 (en) * 2017-10-12 2022-01-11 United Services Automobile Association (Usaa) Predictive routing for service sessions
US10509669B2 (en) 2017-11-08 2019-12-17 Afiniti Europe Technologies Limited Techniques for benchmarking pairing strategies in a task assignment system
US10110746B1 (en) 2017-11-08 2018-10-23 Afiniti Europe Technologies Limited Techniques for benchmarking pairing strategies in a task assignment system
US11399096B2 (en) 2017-11-29 2022-07-26 Afiniti, Ltd. Techniques for data matching in a contact center system
US10509671B2 (en) 2017-12-11 2019-12-17 Afiniti Europe Technologies Limited Techniques for behavioral pairing in a task assignment system
US10623565B2 (en) 2018-02-09 2020-04-14 Afiniti Europe Technologies Limited Techniques for behavioral pairing in a contact center system
US11250359B2 (en) 2018-05-30 2022-02-15 Afiniti, Ltd. Techniques for workforce management in a task assignment system
US10496438B1 (en) 2018-09-28 2019-12-03 Afiniti, Ltd. Techniques for adapting behavioral pairing to runtime conditions in a task assignment system
US10867263B2 (en) 2018-12-04 2020-12-15 Afiniti, Ltd. Techniques for behavioral pairing in a multistage task assignment system
US11144344B2 (en) 2019-01-17 2021-10-12 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
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US11258905B2 (en) 2020-02-04 2022-02-22 Afiniti, Ltd. Techniques for error handling in a task assignment system with an external pairing system
US11954523B2 (en) 2020-02-05 2024-04-09 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system with an external pairing system
CA3166789A1 (en) 2020-02-05 2021-08-12 Ain Chishty Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system

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US8634543B2 (en) 2010-04-14 2014-01-21 Avaya Inc. One-to-one matching in a contact center

Also Published As

Publication number Publication date
US20140079210A1 (en) 2014-03-20
PH12013000198A1 (en) 2015-08-17
US8718269B2 (en) 2014-05-06
PH12013000198B1 (en) 2015-08-17

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