BR112018075091A2 - técnicas para avaliação comparativa de desempenho em um sistema de centro de contato - Google Patents

técnicas para avaliação comparativa de desempenho em um sistema de centro de contato

Info

Publication number
BR112018075091A2
BR112018075091A2 BR112018075091A BR112018075091A BR112018075091A2 BR 112018075091 A2 BR112018075091 A2 BR 112018075091A2 BR 112018075091 A BR112018075091 A BR 112018075091A BR 112018075091 A BR112018075091 A BR 112018075091A BR 112018075091 A2 BR112018075091 A2 BR 112018075091A2
Authority
BR
Brazil
Prior art keywords
agent
contact
center system
pairing strategy
techniques
Prior art date
Application number
BR112018075091A
Other languages
English (en)
Inventor
Chishti Zia
Original Assignee
Afiniti Europe Tech 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 Afiniti Europe Tech Ltd filed Critical Afiniti Europe Tech Ltd
Publication of BR112018075091A2 publication Critical patent/BR112018075091A2/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
    • H04M3/5175—Call or contact centers supervision arrangements
    • 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
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/04—Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem"
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
    • 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
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • 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
    • Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
    • Y04—INFORMATION OR COMMUNICATION TECHNOLOGIES HAVING AN IMPACT ON OTHER TECHNOLOGY AREAS
    • Y04S—SYSTEMS INTEGRATING TECHNOLOGIES RELATED TO POWER NETWORK OPERATION, COMMUNICATION OR INFORMATION TECHNOLOGIES FOR IMPROVING THE ELECTRICAL POWER GENERATION, TRANSMISSION, DISTRIBUTION, MANAGEMENT OR USAGE, i.e. SMART GRIDS
    • Y04S10/00—Systems supporting electrical power generation, transmission or distribution
    • Y04S10/50—Systems or methods supporting the power network operation or management, involving a certain degree of interaction with the load-side end user applications

Abstract

técnicas para avaliação comparativa de desempenho em um sistema de centro de contato são divulgadas. em uma modalidade particular, as técnicas podem ser realizadas como um método para avaliação comparativa de desempenho de sistema de centro de contato compreendendo circular, por pelo menos um processador de computador configurado para realizar operações de centro de contato, entre uma primeira estratégia de pareamento de contato-agente e uma segunda estratégia de pareamento de contato-agente para parear contatos com agentes no sistema de centro de contato; determinar uma tendência de utilização de agente na primeira estratégia de pareamento de contato-agente compreendendo uma diferença entre uma primeira utilização de agente da primeira estratégia de pareamento de contato-agente e uma utilização de agente balanceada; e determinar um desempenho relativo da segunda estratégia de pareamento de contato-agente em comparação com a primeira estratégia de pareamento de contato-agente com base na tendência de utilização de agente na primeira estratégia de pareamento de contato-agente.
BR112018075091A 2016-06-08 2017-05-23 técnicas para avaliação comparativa de desempenho em um sistema de centro de contato BR112018075091A2 (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US15/176,899 US10142473B1 (en) 2016-06-08 2016-06-08 Techniques for benchmarking performance in a contact center system
PCT/IB2017/000694 WO2017212328A1 (en) 2016-06-08 2017-05-23 Techniques for benchmarking performance in a contact center system

Publications (1)

Publication Number Publication Date
BR112018075091A2 true BR112018075091A2 (pt) 2019-05-28

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
BR112018075091A BR112018075091A2 (pt) 2016-06-08 2017-05-23 técnicas para avaliação comparativa de desempenho em um sistema de centro de contato

Country Status (12)

Country Link
US (6) US10142473B1 (pt)
EP (1) EP3469531A1 (pt)
JP (4) JP6596171B2 (pt)
KR (3) KR102051247B1 (pt)
CN (3) CN113163062B (pt)
AU (4) AU2017278987A1 (pt)
BR (1) BR112018075091A2 (pt)
CA (1) CA3024932A1 (pt)
HK (1) HK1256583A1 (pt)
IL (2) IL263536B (pt)
MX (1) MX2018015301A (pt)
WO (1) WO2017212328A1 (pt)

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CN110599017A (zh) * 2019-08-29 2019-12-20 凡普数字技术有限公司 坐席任务分配方法、装置以及存储介质
US10951757B1 (en) * 2020-06-29 2021-03-16 Ringcentral, Inc. Systems and methods for shifting call handling across multi-region service clusters

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