BR0001395A - Processos de atribuir uma pluralidade de agentes a chamadas de chegada por um distribuidor automático de chamadas, de identificar os agentes de uma pluralidade de agentes para servir chamadas de telefone de uma pluralidade de tipos de chamadas, e, de atribuir agentes de uma pluralidade de agentes a chamadas de telefone de chegada compostas de uma pluralidade de tipos de chamadas - Google Patents

Processos de atribuir uma pluralidade de agentes a chamadas de chegada por um distribuidor automático de chamadas, de identificar os agentes de uma pluralidade de agentes para servir chamadas de telefone de uma pluralidade de tipos de chamadas, e, de atribuir agentes de uma pluralidade de agentes a chamadas de telefone de chegada compostas de uma pluralidade de tipos de chamadas

Info

Publication number
BR0001395A
BR0001395A BR0001395-1A BR0001395A BR0001395A BR 0001395 A BR0001395 A BR 0001395A BR 0001395 A BR0001395 A BR 0001395A BR 0001395 A BR0001395 A BR 0001395A
Authority
BR
Brazil
Prior art keywords
agents
assigning
calls
call
incoming
Prior art date
Application number
BR0001395-1A
Other languages
English (en)
Inventor
Robert Doyle
Kurt E Sunderman
Original Assignee
Rockwell Eletronic Commerce Co
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 Rockwell Eletronic Commerce Co filed Critical Rockwell Eletronic Commerce Co
Publication of BR0001395A publication Critical patent/BR0001395A/pt

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
    • H04M3/523—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)
  • Mobile Radio Communication Systems (AREA)
  • Mechanical Coupling Of Light Guides (AREA)
  • Threshing Machine Elements (AREA)

Abstract

"PROCESSOS PARA ATRIBUIR UMA PLURALIDADE DE AGENTES A CHAMADAS DE CHEGADA POR UM DISTRIBUIDOR AUTOMáTICO DE CHAMADAS, DE IDENTIFICAR OS AGENTES DE UMA PLURALIDADE DE AGENTES PARA SERVIR CHAMADAS DE TELEFONE DE UMA PLURALIDADE DE TIPOS DE CHAMADAS, E, DE ATRIBUIR AGENTES DE UMA PLURALIDADE DE AGENTES A CHAMADAS DE TELEFONE DE CHEGADA COMPOSTAS DE UMA PLURALIDADE DE TIPOS DE CHAMADAS" Um processo e aparelho são fornecidos para atribuir uma pluralidade de agentes para receber chamadas por um distribuidor automático de chamadas. O processo inclui as etapas de definir uma pluralidade de grupos de agentes para processar chamadas recebidas pelo distribuidor automático de chamadas e atribuindo pelo menos alguns agentes da pluralidade de agentes para um grupo de agentes da pluralidade de grupos de agentes com base em um nível de perícia dos pelo menos alguns agentes e um conjunto de qualificações necessárias para o grupo de agentes. O processo ainda inclui as etapas de liberar chamadas aos pelo menos alguns agentes do grupo de agentes com base nas qualificações requeridas para o grupo de agentes e sobre o tempo ocioso do agente, monitorando uma carga de chamada do grupo de agentes e ajustando vários dos pelo menos alguns agentes do grupo com base na carga de chamadas monitorada.
BR0001395-1A 1999-03-22 2000-03-22 Processos de atribuir uma pluralidade de agentes a chamadas de chegada por um distribuidor automático de chamadas, de identificar os agentes de uma pluralidade de agentes para servir chamadas de telefone de uma pluralidade de tipos de chamadas, e, de atribuir agentes de uma pluralidade de agentes a chamadas de telefone de chegada compostas de uma pluralidade de tipos de chamadas BR0001395A (pt)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US09/273,926 US6424709B1 (en) 1999-03-22 1999-03-22 Skill-based call routing

Publications (1)

Publication Number Publication Date
BR0001395A true BR0001395A (pt) 2000-10-17

Family

ID=23046008

Family Applications (1)

Application Number Title Priority Date Filing Date
BR0001395-1A BR0001395A (pt) 1999-03-22 2000-03-22 Processos de atribuir uma pluralidade de agentes a chamadas de chegada por um distribuidor automático de chamadas, de identificar os agentes de uma pluralidade de agentes para servir chamadas de telefone de uma pluralidade de tipos de chamadas, e, de atribuir agentes de uma pluralidade de agentes a chamadas de telefone de chegada compostas de uma pluralidade de tipos de chamadas

Country Status (10)

Country Link
US (1) US6424709B1 (pt)
EP (1) EP1039732B1 (pt)
JP (1) JP2000307735A (pt)
CN (1) CN1278567C (pt)
AT (1) ATE330417T1 (pt)
AU (1) AU755956B2 (pt)
BR (1) BR0001395A (pt)
CA (1) CA2302012A1 (pt)
DE (1) DE60028635T2 (pt)
NZ (1) NZ503448A (pt)

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CA2302012A1 (en) 2000-09-22
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