SG11201509465RA - Information processing apparatus, information processing program, recording medium, and information processing method - Google Patents

Information processing apparatus, information processing program, recording medium, and information processing method

Info

Publication number
SG11201509465RA
SG11201509465RA SG11201509465RA SG11201509465RA SG11201509465RA SG 11201509465R A SG11201509465R A SG 11201509465RA SG 11201509465R A SG11201509465R A SG 11201509465RA SG 11201509465R A SG11201509465R A SG 11201509465RA SG 11201509465R A SG11201509465R A SG 11201509465RA
Authority
SG
Singapore
Prior art keywords
information processing
recording medium
processing apparatus
program
processing method
Prior art date
Application number
SG11201509465RA
Inventor
Hiroki Sugibuchi
Hiroshi Umemoto
Motoyuki Takaai
Original Assignee
Fuji Xerox Co 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 Fuji Xerox Co Ltd filed Critical Fuji Xerox Co Ltd
Publication of SG11201509465RA publication Critical patent/SG11201509465RA/en

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
    • H04M3/5175—Call or contact centers supervision arrangements
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06398—Performance of employee with respect to a job function
    • 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
    • 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

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Strategic Management (AREA)
  • Marketing (AREA)
  • Development Economics (AREA)
  • Educational Administration (AREA)
  • Signal Processing (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Game Theory and Decision Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Telephonic Communication Services (AREA)
SG11201509465RA 2013-08-23 2014-02-18 Information processing apparatus, information processing program, recording medium, and information processing method SG11201509465RA (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
JP2013173289A JP5418717B1 (en) 2013-08-23 2013-08-23 Information processing apparatus and information processing program
PCT/JP2014/053803 WO2015025536A1 (en) 2013-08-23 2014-02-18 Information processing device, information processing program, recording medium, and information processing method

Publications (1)

Publication Number Publication Date
SG11201509465RA true SG11201509465RA (en) 2015-12-30

Family

ID=50287177

Family Applications (1)

Application Number Title Priority Date Filing Date
SG11201509465RA SG11201509465RA (en) 2013-08-23 2014-02-18 Information processing apparatus, information processing program, recording medium, and information processing method

Country Status (5)

Country Link
US (1) US20160028890A1 (en)
JP (1) JP5418717B1 (en)
AU (2) AU2014310142A1 (en)
SG (1) SG11201509465RA (en)
WO (1) WO2015025536A1 (en)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
DE102015207445B4 (en) * 2015-04-23 2023-08-17 Lilium GmbH Aerofoil for an aircraft and aircraft
US10259560B2 (en) * 2016-09-20 2019-04-16 Bell Helicopter Textron Inc. Modular payload systems for aircraft
US10264586B2 (en) * 2016-12-09 2019-04-16 At&T Mobility Ii Llc Cloud-based packet controller and methods for use therewith
CN109120805A (en) * 2018-07-16 2019-01-01 安徽信尔联信息科技有限公司 A kind of Auto-matching client method
CN109040486B (en) * 2018-08-30 2020-06-19 中通天鸿（北京）通信科技股份有限公司 Call center seat system

Family Cites Families (15)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6985943B2 (en) * 1998-09-11 2006-01-10 Genesys Telecommunications Laboratories, Inc. Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center
US7792773B2 (en) * 2002-10-23 2010-09-07 Genesys Telecommunications Laboratories, Inc. Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network
US7321298B2 (en) * 2000-02-25 2008-01-22 Harris Corporation Skills based routing method and system for call center
JP4260128B2 (en) * 2005-03-17 2009-04-30 富士通株式会社 Business skill estimation program
US8774389B2 (en) * 2005-09-13 2014-07-08 International Business Machines Corporation Call routing between shared service centers
US7920693B2 (en) * 2005-11-25 2011-04-05 Teletech Holdings, Inc. Home agent access in call routing management based on caller language
JP4910804B2 (en) * 2007-03-15 2012-04-04 富士通株式会社 Business process estimation program, business process estimation method, and business process estimation apparatus
JP2010200265A (en) * 2009-02-27 2010-09-09 Fujitsu Ltd Call distribution apparatus and method
JP5325714B2 (en) * 2009-09-04 2013-10-23 テクマトリックス株式会社 Call management system, call management apparatus, call management method and program
JP2013117842A (en) * 2011-12-02 2013-06-13 Nippon Telegr & Teleph Corp <Ntt> Knowledge amount estimation information generating device, knowledge amount estimating device, method, and program
US8874636B2 (en) * 2012-01-03 2014-10-28 Teletech Holdings, Inc. Method for providing support services using consumer selected specialist and specialist ratings
US9137372B2 (en) * 2013-03-14 2015-09-15 Mattersight Corporation Real-time predictive routing
US9106748B2 (en) * 2013-05-28 2015-08-11 Mattersight Corporation Optimized predictive routing and methods
US9654638B2 (en) * 2013-07-29 2017-05-16 Avaya Inc. Method and system for determining customer's skill, knowledge level, and/or interest
US20150256677A1 (en) * 2014-03-07 2015-09-10 Genesys Telecommunications Laboratories, Inc. Conversation assistant

Also Published As

Publication number Publication date
AU2014310142A1 (en) 2015-11-05
JP5418717B1 (en) 2014-02-19
WO2015025536A1 (en) 2015-02-26
JP2015041333A (en) 2015-03-02
AU2017208340A1 (en) 2017-08-24
US20160028890A1 (en) 2016-01-28

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