BR112018011018A2 - técnicas para emparelhamento comportamental híbrido em um sistema central de contato - Google Patents
técnicas para emparelhamento comportamental híbrido em um sistema central de contatoInfo
- Publication number
- BR112018011018A2 BR112018011018A2 BR112018011018-3A BR112018011018A BR112018011018A2 BR 112018011018 A2 BR112018011018 A2 BR 112018011018A2 BR 112018011018 A BR112018011018 A BR 112018011018A BR 112018011018 A2 BR112018011018 A2 BR 112018011018A2
- Authority
- BR
- Brazil
- Prior art keywords
- techniques
- contact system
- behavioral pairing
- central contact
- ordering
- Prior art date
Links
- 238000000034 method Methods 0.000 title abstract 4
- 230000003542 behavioural effect Effects 0.000 title abstract 3
- 238000009396 hybridization Methods 0.000 abstract 2
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
- 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
-
- 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
- H04M3/5234—Uniform load distribution
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0012—Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements
- H04M7/0018—Computer Telephony Resource Boards
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/36—Memories
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- General Engineering & Computer Science (AREA)
- Computer Hardware Design (AREA)
- Telephonic Communication Services (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
trata-se de técnicas para emparelhamento comportamental híbrido em um sistema central de contato são reveladas. em uma modalidade particular, as técnicas podem ser realizadas como um método para emparelhamento comportamental híbrido em um sistema central de contato que compreende: ordenar um agente; ordenar uma pluralidade de contatos; aplicar, por meio de pelo menos um processador, uma função de hibridização ao ordenamento da pluralidade de contatos para inclinar uma primeira estratégia para emparelhar em direção a uma segunda estratégia para emparelhar; comparar, por meio do pelo menos um processador e com base na função de hibridização, uma primeira diferença no ordenamento entre o agente e um primeiro contato em um primeiro par com uma segunda diferença no ordenamento entre o agente e um segundo contato diferente do primeiro contato em um segundo par; e selecionar, por meio do pelo menos um processador, o primeiro par ou o segundo par para conexão com base na comparação.
Applications Claiming Priority (3)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| US14/956,074 | 2015-12-01 | ||
| US14/956,074 US9787841B2 (en) | 2008-01-28 | 2015-12-01 | Techniques for hybrid behavioral pairing in a contact center system |
| PCT/IB2016/001776 WO2017093799A1 (en) | 2015-12-01 | 2016-11-22 | Techniques for hybrid behavioral pairing in a contact center system |
Publications (3)
| Publication Number | Publication Date |
|---|---|
| BR112018011018A2 true BR112018011018A2 (pt) | 2018-11-21 |
| BR112018011018A8 BR112018011018A8 (pt) | 2022-07-05 |
| BR112018011018B1 BR112018011018B1 (pt) | 2024-01-02 |
Family
ID=57714629
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| BR112018011018-3A BR112018011018B1 (pt) | 2015-12-01 | 2016-11-22 | Método para emparelhamento comportamental híbrido em um sistema central de contato, sistema para emparelhamento comportamental híbrido em um sistema central de contato e artigo de fabricação para emparelhamento comportamental híbrido em um sistema central de contato |
Country Status (11)
| Country | Link |
|---|---|
| EP (2) | EP3806440A1 (pt) |
| JP (3) | JP6492232B2 (pt) |
| CN (1) | CN108293083B (pt) |
| AU (3) | AU2016361672A1 (pt) |
| BR (1) | BR112018011018B1 (pt) |
| CA (1) | CA3004211C (pt) |
| ES (1) | ES2802533T3 (pt) |
| HK (1) | HK1251383A1 (pt) |
| IL (1) | IL259542B (pt) |
| MX (1) | MX2018006521A (pt) |
| WO (1) | WO2017093799A1 (pt) |
Families Citing this family (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US10623565B2 (en) * | 2018-02-09 | 2020-04-14 | Afiniti Europe Technologies Limited | Techniques for behavioral pairing in a contact center system |
Family Cites Families (14)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| GB9606298D0 (en) * | 1996-03-26 | 1996-05-29 | British Telecomm | Call queuing and distribution |
| EP1033860B1 (en) * | 1999-03-01 | 2005-12-28 | Rockwell Electronic Commerce Technologies, LLC | Acd tier based routing |
| JP2009081627A (ja) * | 2007-09-26 | 2009-04-16 | Nomura Research Institute Ltd | 顧客対応支援装置、顧客対応支援方法 |
| US8249245B2 (en) * | 2007-11-13 | 2012-08-21 | Amazon Technologies, Inc. | System and method for automated call distribution |
| US9712679B2 (en) * | 2008-01-28 | 2017-07-18 | Afiniti International Holdings, Ltd. | Systems and methods for routing callers to an agent in a contact center |
| 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 |
| US8781100B2 (en) * | 2008-01-28 | 2014-07-15 | Satmap International Holdings Limited | Probability multiplier process for call center routing |
| US10567586B2 (en) * | 2008-11-06 | 2020-02-18 | Afiniti Europe Technologies Limited | Pooling callers for matching to agents based on pattern matching algorithms |
| ES2743654T3 (es) * | 2008-11-06 | 2020-02-20 | Afiniti Int Holdings Ltd | Procedimiento de enrutamiento de dos pasos en un centro de llamadas |
| US8472611B2 (en) * | 2008-11-06 | 2013-06-25 | The Resource Group International Ltd. | Balancing multiple computer models in a call center routing system |
| JP5526554B2 (ja) * | 2009-02-06 | 2014-06-18 | 富士通株式会社 | 呼割当制御プログラム、呼割当制御方法、および呼割当制御装置 |
| US8306212B2 (en) * | 2010-02-19 | 2012-11-06 | Avaya Inc. | Time-based work assignments in automated contact distribution |
| US9025757B2 (en) * | 2012-03-26 | 2015-05-05 | Satmap International Holdings Limited | Call mapping systems and methods using bayesian mean regression (BMR) |
| US8995647B2 (en) * | 2013-05-20 | 2015-03-31 | Xerox Corporation | Method and apparatus for routing a call using a hybrid call routing scheme with real-time automatic adjustment |
-
2016
- 2016-11-22 ES ES16822264T patent/ES2802533T3/es active Active
- 2016-11-22 WO PCT/IB2016/001776 patent/WO2017093799A1/en active Application Filing
- 2016-11-22 MX MX2018006521A patent/MX2018006521A/es unknown
- 2016-11-22 AU AU2016361672A patent/AU2016361672A1/en not_active Abandoned
- 2016-11-22 BR BR112018011018-3A patent/BR112018011018B1/pt active IP Right Grant
- 2016-11-22 CA CA3004211A patent/CA3004211C/en active Active
- 2016-11-22 JP JP2018528314A patent/JP6492232B2/ja active Active
- 2016-11-22 EP EP20170728.8A patent/EP3806440A1/en not_active Withdrawn
- 2016-11-22 EP EP16822264.4A patent/EP3384663B1/en active Active
- 2016-11-22 CN CN201680070038.3A patent/CN108293083B/zh active Active
-
2018
- 2018-05-23 IL IL259542A patent/IL259542B/en active IP Right Grant
- 2018-08-17 HK HK18110591.2A patent/HK1251383A1/zh unknown
-
2019
- 2019-03-04 JP JP2019038302A patent/JP6591106B2/ja active Active
- 2019-05-31 AU AU2019203812A patent/AU2019203812A1/en not_active Abandoned
- 2019-09-17 JP JP2019168440A patent/JP6905017B2/ja active Active
-
2021
- 2021-08-04 AU AU2021212029A patent/AU2021212029A1/en not_active Abandoned
Also Published As
| Publication number | Publication date |
|---|---|
| CA3004211C (en) | 2019-05-21 |
| AU2016361672A1 (en) | 2018-05-17 |
| JP6492232B2 (ja) | 2019-03-27 |
| EP3806440A1 (en) | 2021-04-14 |
| CN108293083B (zh) | 2020-03-24 |
| IL259542A (en) | 2018-07-31 |
| AU2019203812A1 (en) | 2019-06-20 |
| AU2021212029A1 (en) | 2021-08-26 |
| CN108293083A (zh) | 2018-07-17 |
| JP6591106B2 (ja) | 2019-10-16 |
| CA3004211A1 (en) | 2017-06-08 |
| JP2019216476A (ja) | 2019-12-19 |
| JP2019118128A (ja) | 2019-07-18 |
| IL259542B (en) | 2020-04-30 |
| EP3384663A1 (en) | 2018-10-10 |
| MX2018006521A (es) | 2018-08-15 |
| HK1251383A1 (zh) | 2019-01-25 |
| EP3384663B1 (en) | 2020-04-22 |
| WO2017093799A1 (en) | 2017-06-08 |
| BR112018011018B1 (pt) | 2024-01-02 |
| JP6905017B2 (ja) | 2021-07-21 |
| ES2802533T3 (es) | 2021-01-20 |
| JP2019501580A (ja) | 2019-01-17 |
| BR112018011018A8 (pt) | 2022-07-05 |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| B06U | Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette] | ||
| B350 | Update of information on the portal [chapter 15.35 patent gazette] | ||
| B25A | Requested transfer of rights approved |
Owner name: AFINITI, LTD. (BM) |
|
| B09A | Decision: intention to grant [chapter 9.1 patent gazette] | ||
| B16A | Patent or certificate of addition of invention granted [chapter 16.1 patent gazette] |
Free format text: PRAZO DE VALIDADE: 20 (VINTE) ANOS CONTADOS A PARTIR DE 22/11/2016, OBSERVADAS AS CONDICOES LEGAIS |