AU3937699A - (LTuGThumanLT/uGT) resource allocation in (LTuGTcall centreLT/uGT) task management - Google Patents

(LTuGThumanLT/uGT) resource allocation in (LTuGTcall centreLT/uGT) task management

Info

Publication number
AU3937699A
AU3937699A AU39376/99A AU3937699A AU3937699A AU 3937699 A AU3937699 A AU 3937699A AU 39376/99 A AU39376/99 A AU 39376/99A AU 3937699 A AU3937699 A AU 3937699A AU 3937699 A AU3937699 A AU 3937699A
Authority
AU
Australia
Prior art keywords
ugt
ltugthumanlt
ltugtcall
centrelt
resource allocation
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
AU39376/99A
Inventor
Roger Huffadine
Anthony Scragg
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.)
CALLSCAN Ltd
Original Assignee
CALLSCAN 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 CALLSCAN Ltd filed Critical CALLSCAN Ltd
Publication of AU3937699A publication Critical patent/AU3937699A/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
    • 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)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
AU39376/99A 1998-05-18 1999-05-18 (LTuGThumanLT/uGT) resource allocation in (LTuGTcall centreLT/uGT) task management Abandoned AU3937699A (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
GB9810573 1998-05-18
GB9810573A GB2339643A (en) 1998-05-18 1998-05-18 Call centre management
PCT/GB1999/001377 WO1999060766A1 (en) 1998-05-18 1999-05-18 (human) resource allocation in (call centre) task management

Publications (1)

Publication Number Publication Date
AU3937699A true AU3937699A (en) 1999-12-06

Family

ID=10832207

Family Applications (1)

Application Number Title Priority Date Filing Date
AU39376/99A Abandoned AU3937699A (en) 1998-05-18 1999-05-18 (LTuGThumanLT/uGT) resource allocation in (LTuGTcall centreLT/uGT) task management

Country Status (3)

Country Link
AU (1) AU3937699A (en)
GB (1) GB2339643A (en)
WO (1) WO1999060766A1 (en)

Families Citing this family (33)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6366666B2 (en) * 1998-12-16 2002-04-02 Avaya Technology Corp. Adjustment of call selection to achieve target values for interval-based performance metrics in a call center
IES20000466A2 (en) 1999-08-03 2001-03-21 Performix Res Ltd A performance management system
GB2356103A (en) * 1999-11-03 2001-05-09 Callscan Ltd Human resource allocation in a call centre
US6947988B1 (en) * 2000-08-11 2005-09-20 Rockwell Electronic Commerce Technologies, Llc Method and apparatus for allocating resources of a contact center
AU2001294670A1 (en) * 2000-09-29 2002-04-15 Avaya Technology Corp. System for automatically predicting availability of a resource in a customer care center
DE10065744B4 (en) * 2000-12-29 2006-06-01 Siemens Ag Method for operating a system for the determination of planning data for the personnel and / or resource planning of a call center
MY147018A (en) 2001-01-04 2012-10-15 Thomson Licensing Sa A method and apparatus for acquiring media services available from content aggregators
WO2002067171A1 (en) * 2001-02-23 2002-08-29 Compudigm International Limited Helpdesk system
WO2002071226A1 (en) * 2001-03-02 2002-09-12 Telephony @ Work, Inc. Call center administration manager
US7478051B2 (en) 2001-04-02 2009-01-13 Illah Nourbakhsh Method and apparatus for long-range planning
US7155399B2 (en) * 2001-04-03 2006-12-26 Witness Systems, Inc. System and method for complex schedule generation
US6952732B2 (en) 2001-04-30 2005-10-04 Blue Pumpkin Software, Inc. Method and apparatus for multi-contact scheduling
US6959405B2 (en) 2001-04-18 2005-10-25 Blue Pumpkin Software, Inc. Method and system for concurrent error identification in resource scheduling
US6782093B2 (en) 2001-06-27 2004-08-24 Blue Pumpkin Software, Inc. Graphical method and system for visualizing performance levels in time-varying environment
US8112391B2 (en) 2003-07-15 2012-02-07 Accenture Global Services Gmbh Synchronization of agent skill data
DE10332749B4 (en) * 2003-07-17 2005-10-20 T Mobile Deutschland Gmbh Method for automatically generating predictions of the normal call volume at telephone service providers
US8724796B2 (en) 2003-09-30 2014-05-13 Avaya Inc. Estimation of expected value for remaining work time for contact center agents
DE10360276A1 (en) * 2003-12-20 2005-07-28 Deutsche Telekom Ag Switching network node in public communications network has at least one subscriber circuit associated with device for placing at least one incoming connection in queue and for processing connections in queue
FR2871322B1 (en) * 2004-06-08 2006-07-21 Bouygues Telecom Sa CALL CENTER ARCHITECTURE BY CLIENT PORTFOLIO
US8885812B2 (en) * 2005-05-17 2014-11-11 Oracle International Corporation Dynamic customer satisfaction routing
US7970118B2 (en) 2006-02-22 2011-06-28 Accenture Global Services Limited User-defined priority call router
EP2538644A1 (en) 2011-06-23 2012-12-26 British Telecommunications Public Limited Company Control of telecommunications system
US9930180B1 (en) 2017-04-28 2018-03-27 Afiniti, Ltd. 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
US11144344B2 (en) 2019-01-17 2021-10-12 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
US10757261B1 (en) 2019-08-12 2020-08-25 Afiniti, Ltd. Techniques for pairing contacts and agents in a contact center system
US11445062B2 (en) 2019-08-26 2022-09-13 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
US10757262B1 (en) 2019-09-19 2020-08-25 Afiniti, Ltd. Techniques for decisioning behavioral pairing in a task assignment system
WO2021158436A1 (en) 2020-02-03 2021-08-12 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
EP4213022B1 (en) 2020-02-04 2024-05-01 Afiniti, Ltd. Techniques for error handling in a task assignment system with an external pairing system
US11050886B1 (en) 2020-02-05 2021-06-29 Afiniti, Ltd. Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal 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

Family Cites Families (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1992007318A1 (en) * 1990-10-12 1992-04-30 Iex Corporation Method and system for planning, scheduling and managing personnel
US5206903A (en) * 1990-12-26 1993-04-27 At&T Bell Laboratories Automatic call distribution based on matching required skills with agents skills
US5335269A (en) * 1992-03-12 1994-08-02 Rockwell International Corporation Two dimensional routing apparatus in an automatic call director-type system
US5335268A (en) * 1992-10-22 1994-08-02 Mci Communications Corporation Intelligent routing of special service telephone traffic
AU4396896A (en) * 1995-01-18 1996-08-07 British Telecommunications Public Limited Company Answering telephone calls
EP0740450B1 (en) * 1995-04-24 2006-06-14 International Business Machines Corporation Method and apparatus for skill-based routing in a call center
US5721770A (en) * 1996-07-02 1998-02-24 Lucent Technologies Inc. Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls
CA2181009C (en) * 1996-07-11 1999-09-07 Paul Erb Multiple owner resource management

Also Published As

Publication number Publication date
GB9810573D0 (en) 1998-07-15
GB2339643A (en) 2000-02-02
WO1999060766A1 (en) 1999-11-25

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Legal Events

Date Code Title Description
MK6 Application lapsed section 142(2)(f)/reg. 8.3(3) - pct applic. not entering national phase