AU3937699A - (LTuGThumanLT/uGT) resource allocation in (LTuGTcall centreLT/uGT) task management - Google Patents
(LTuGThumanLT/uGT) resource allocation in (LTuGTcall centreLT/uGT) task managementInfo
- 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
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)
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)
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 |
AU4946200A (en) | 1999-08-03 | 2001-02-19 | Performix Research Limited | 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 |
JP2004535090A (en) * | 2001-03-02 | 2004-11-18 | テレフォニー・アット・ワーク・インコーポレイテッド | Call Center Management Manager |
US7478051B2 (en) | 2001-04-02 | 2009-01-13 | Illah Nourbakhsh | Method and apparatus for long-range planning |
US6952732B2 (en) | 2001-04-30 | 2005-10-04 | Blue Pumpkin Software, Inc. | Method and apparatus for multi-contact scheduling |
US7155399B2 (en) * | 2001-04-03 | 2006-12-26 | Witness Systems, Inc. | System and method for complex schedule generation |
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 |
US11611659B2 (en) | 2020-02-03 | 2023-03-21 | Afiniti, Ltd. | Techniques for behavioral pairing in a task assignment system |
EP4354295A3 (en) | 2020-02-04 | 2024-06-05 | Afiniti, Ltd. | Techniques for error handling in a task assignment system with an external pairing system |
CN115244554A (en) | 2020-02-05 | 2022-10-25 | 阿菲尼帝有限公司 | Techniques for sharing control of distributed tasks between an external pairing system and a task distribution system having an internal pairing system |
CA3166786A1 (en) | 2020-02-05 | 2021-08-12 | Ain Chishty | Techniques for behavioral pairing in a task assignment system with an external pairing system |
Family Cites Families (8)
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 |
ATE330416T1 (en) * | 1995-04-24 | 2006-07-15 | Ibm | 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 |
-
1998
- 1998-05-18 GB GB9810573A patent/GB2339643A/en not_active Withdrawn
-
1999
- 1999-05-18 WO PCT/GB1999/001377 patent/WO1999060766A1/en active Application Filing
- 1999-05-18 AU AU39376/99A patent/AU3937699A/en not_active Abandoned
Also Published As
Publication number | Publication date |
---|---|
GB2339643A (en) | 2000-02-02 |
WO1999060766A1 (en) | 1999-11-25 |
GB9810573D0 (en) | 1998-07-15 |
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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 |