ATE413056T1 - System und verfahren zur kompetenzbasierten anrufverteilung in einer anrufzentrale - Google Patents
System und verfahren zur kompetenzbasierten anrufverteilung in einer anrufzentraleInfo
- Publication number
- ATE413056T1 ATE413056T1 AT02252395T AT02252395T ATE413056T1 AT E413056 T1 ATE413056 T1 AT E413056T1 AT 02252395 T AT02252395 T AT 02252395T AT 02252395 T AT02252395 T AT 02252395T AT E413056 T1 ATE413056 T1 AT E413056T1
- Authority
- AT
- Austria
- Prior art keywords
- employee
- employees
- designations
- various tasks
- skill sets
- Prior art date
Links
Classifications
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- 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
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- 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
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
-
- 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
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
- G06Q10/063112—Skill-based matching of a person or a group to a task
-
- 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
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
- G06Q10/063116—Schedule adjustment for a person or group
-
- 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
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06312—Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
-
- 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
- G06Q10/0637—Strategic management or analysis, e.g. setting a goal or target of an organisation; Planning actions based on goals; Analysis or evaluation of effectiveness of goals
- G06Q10/06375—Prediction of business process outcome or impact based on a proposed change
-
- 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
- G06Q10/10—Office automation; Time management
- G06Q10/109—Time management, e.g. calendars, reminders, meetings or time accounting
- G06Q10/1093—Calendar-based scheduling for persons or groups
- G06Q10/1097—Task assignment
Landscapes
- Business, Economics & Management (AREA)
- Human Resources & Organizations (AREA)
- Engineering & Computer Science (AREA)
- Strategic Management (AREA)
- Entrepreneurship & Innovation (AREA)
- Economics (AREA)
- Educational Administration (AREA)
- Marketing (AREA)
- Operations Research (AREA)
- General Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- Quality & Reliability (AREA)
- Tourism & Hospitality (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- Game Theory and Decision Science (AREA)
- Development Economics (AREA)
- Data Mining & Analysis (AREA)
- Signal Processing (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
- Telephonic Communication Services (AREA)
- Exchange Systems With Centralized Control (AREA)
Applications Claiming Priority (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US09/825,589 US7155399B2 (en) | 2001-04-03 | 2001-04-03 | System and method for complex schedule generation |
Publications (1)
Publication Number | Publication Date |
---|---|
ATE413056T1 true ATE413056T1 (de) | 2008-11-15 |
Family
ID=25244394
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
AT02252395T ATE413056T1 (de) | 2001-04-03 | 2002-04-02 | System und verfahren zur kompetenzbasierten anrufverteilung in einer anrufzentrale |
Country Status (4)
Country | Link |
---|---|
US (4) | US7155399B2 (de) |
EP (1) | EP1248449B1 (de) |
AT (1) | ATE413056T1 (de) |
DE (1) | DE60229581D1 (de) |
Families Citing this family (72)
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FR2792746B1 (fr) * | 1999-04-21 | 2003-10-17 | Ingmar Adlerberg | PROCEDE ET AUTOMATISME DE REGULATION D'UNE PRODUCTION INDUSTRIELLE ETAGEE AVEC MAITRISE D'UN STRESS ENCHAINE ALEATOIRE, APPLICATION AU CONTROLE DU BRUIT ET DU RISQUE VaR D'UNE CHAMBRE DE COMPENSATION |
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US20040010437A1 (en) * | 2002-06-29 | 2004-01-15 | Kiran Ali Sukru | Method and system for scheduling and sharing a pool of resources across multiple distributed forecasted workloads |
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-
2001
- 2001-04-03 US US09/825,589 patent/US7155399B2/en not_active Expired - Fee Related
-
2002
- 2002-04-02 EP EP02252395A patent/EP1248449B1/de not_active Expired - Lifetime
- 2002-04-02 DE DE60229581T patent/DE60229581D1/de not_active Expired - Lifetime
- 2002-04-02 AT AT02252395T patent/ATE413056T1/de not_active IP Right Cessation
-
2006
- 2006-06-30 US US11/479,924 patent/US7254546B1/en not_active Expired - Fee Related
-
2007
- 2007-04-17 US US11/736,124 patent/US7634422B1/en not_active Expired - Fee Related
-
2009
- 2009-11-04 US US12/612,487 patent/US7904325B2/en not_active Expired - Fee Related
Also Published As
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EP1248449A3 (de) | 2003-01-15 |
US7155399B2 (en) | 2006-12-26 |
US20100153170A1 (en) | 2010-06-17 |
EP1248449B1 (de) | 2008-10-29 |
DE60229581D1 (de) | 2008-12-11 |
US7904325B2 (en) | 2011-03-08 |
US7254546B1 (en) | 2007-08-07 |
US20020143597A1 (en) | 2002-10-03 |
US7634422B1 (en) | 2009-12-15 |
EP1248449A2 (de) | 2002-10-09 |
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