BR102012017817A2 - Promoção e rebaixamento de habilidade de agente com base em estado de centro de contacto - Google Patents
Promoção e rebaixamento de habilidade de agente com base em estado de centro de contactoInfo
- Publication number
- BR102012017817A2 BR102012017817A2 BR102012017817A BR102012017817A BR102012017817A2 BR 102012017817 A2 BR102012017817 A2 BR 102012017817A2 BR 102012017817 A BR102012017817 A BR 102012017817A BR 102012017817 A BR102012017817 A BR 102012017817A BR 102012017817 A2 BR102012017817 A2 BR 102012017817A2
- Authority
- BR
- Brazil
- Prior art keywords
- contact center
- promotion
- rehabilitation
- center state
- state agent
- Prior art date
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
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
- H04M2203/403—Agent or workforce training
Landscapes
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Pharmaceuticals Containing Other Organic And Inorganic Compounds (AREA)
Abstract
"PROMOÇÃO E REBAIXAMENTO DE HABILIDADE DE AGENTE COM BASE EM ESTADO DE CENTRO DE CONTACTO". Um centro de contacto é descrito juntamente com vários métodos e mecanismos para a administração do mesmo. O centro de contacto aqui oferece a capacidade de, entre outras coisas, seletivamente promover e rebaixar as habilidades do agente para responder a várias mudanças nas condições de centro de contacto. Isso permite o centro de contacto responder a mudanças inesperadas nas condições de processamento, sem afetar significativamente o desempenho global do centro de contato.
Applications Claiming Priority (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US13/186,219 US9118765B2 (en) | 2011-07-19 | 2011-07-19 | Agent skill promotion and demotion based on contact center state |
Publications (1)
Publication Number | Publication Date |
---|---|
BR102012017817A2 true BR102012017817A2 (pt) | 2014-02-18 |
Family
ID=47555753
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
BR102012017817A BR102012017817A2 (pt) | 2011-07-19 | 2012-07-18 | Promoção e rebaixamento de habilidade de agente com base em estado de centro de contacto |
Country Status (2)
Country | Link |
---|---|
US (1) | US9118765B2 (pt) |
BR (1) | BR102012017817A2 (pt) |
Families Citing this family (14)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US9781269B2 (en) | 2008-01-28 | 2017-10-03 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US9300802B1 (en) | 2008-01-28 | 2016-03-29 | Satmap International Holdings Limited | Techniques for behavioral pairing in a contact center system |
US9787841B2 (en) | 2008-01-28 | 2017-10-10 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US8879715B2 (en) * | 2012-03-26 | 2014-11-04 | Satmap International Holdings Limited | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation |
US10750023B2 (en) | 2008-01-28 | 2020-08-18 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US10708431B2 (en) | 2008-01-28 | 2020-07-07 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US10708430B2 (en) | 2008-01-28 | 2020-07-07 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a contact center system |
US8699696B1 (en) * | 2011-07-19 | 2014-04-15 | Avaya Inc. | System and method for efficiently managing large contact centers |
US8565410B2 (en) | 2012-03-26 | 2013-10-22 | The Resource Group International, Ltd. | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation |
US8792630B2 (en) | 2012-09-24 | 2014-07-29 | Satmap International Holdings Limited | Use of abstracted data in pattern matching system |
US10805461B2 (en) * | 2013-03-15 | 2020-10-13 | Avaya Inc. | Adaptive thresholding |
US11258903B2 (en) * | 2015-04-29 | 2022-02-22 | Secure Route, Inc. | System and method for secure call routing and queuing |
US10867263B2 (en) | 2018-12-04 | 2020-12-15 | Afiniti, Ltd. | Techniques for behavioral pairing in a multistage task assignment system |
US11336772B1 (en) * | 2020-02-11 | 2022-05-17 | Noble Systems Corporation | Limited derogation of contact center agent skill levels |
Family Cites Families (12)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US5903641A (en) * | 1997-01-28 | 1999-05-11 | Lucent Technologies Inc. | Automatic dynamic changing of agents' call-handling assignments |
US6518994B1 (en) * | 1998-01-28 | 2003-02-11 | Ncr Corporation | Video call distribution |
US6683947B2 (en) * | 2001-12-31 | 2004-01-27 | General Electric Capital Corporation | Call center monitoring system |
US20040191735A1 (en) * | 2003-03-24 | 2004-09-30 | Mccormack Tony | Method and system for simulating activity in a contact centre |
US7949121B1 (en) | 2004-09-27 | 2011-05-24 | Avaya Inc. | Method and apparatus for the simultaneous delivery of multiple contacts to an agent |
US20060274758A1 (en) * | 2005-06-01 | 2006-12-07 | Cim Ltd. | Adaptive skills-based routing |
US8116446B1 (en) | 2005-10-03 | 2012-02-14 | Avaya Inc. | Agent driven work item awareness for tuning routing engine work-assignment algorithms |
US8503661B2 (en) * | 2008-05-02 | 2013-08-06 | Aspect Software, Inc. | Single workflow for colloborative network routing over heteogeneous system |
US20100086120A1 (en) * | 2008-10-02 | 2010-04-08 | Compucredit Intellectual Property Holdings Corp. Ii | Systems and methods for call center routing |
US8670550B2 (en) | 2010-04-14 | 2014-03-11 | Avaya Inc. | Automated mechanism for populating and maintaining data structures in a queueless contact center |
US20110255682A1 (en) | 2010-04-14 | 2011-10-20 | Avaya Inc. | High performance queueless contact center |
US20120101867A1 (en) * | 2010-10-25 | 2012-04-26 | Zgardovski Stanislav V | System for Automatic Assignment of Agents in Inbound and Outbound Campaigns |
-
2011
- 2011-07-19 US US13/186,219 patent/US9118765B2/en active Active
-
2012
- 2012-07-18 BR BR102012017817A patent/BR102012017817A2/pt not_active Application Discontinuation
Also Published As
Publication number | Publication date |
---|---|
US20130022194A1 (en) | 2013-01-24 |
US9118765B2 (en) | 2015-08-25 |
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Legal Events
Date | Code | Title | Description |
---|---|---|---|
B03A | Publication of a patent application or of a certificate of addition of invention [chapter 3.1 patent gazette] | ||
B06F | Objections, documents and/or translations needed after an examination request according [chapter 6.6 patent gazette] | ||
B06U | Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette] | ||
B07A | Technical examination (opinion): publication of technical examination (opinion) [chapter 7.1 patent gazette] | ||
B09B | Patent application refused [chapter 9.2 patent gazette] | ||
B09B | Patent application refused [chapter 9.2 patent gazette] |
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