BR112019022538A8 - Técnicas para pareamento comportamental em um sistema de centro de contato - Google Patents

Técnicas para pareamento comportamental em um sistema de centro de contato

Info

Publication number
BR112019022538A8
BR112019022538A8 BR112019022538A BR112019022538A BR112019022538A8 BR 112019022538 A8 BR112019022538 A8 BR 112019022538A8 BR 112019022538 A BR112019022538 A BR 112019022538A BR 112019022538 A BR112019022538 A BR 112019022538A BR 112019022538 A8 BR112019022538 A8 BR 112019022538A8
Authority
BR
Brazil
Prior art keywords
center system
contact
contact center
techniques
computer processor
Prior art date
Application number
BR112019022538A
Other languages
English (en)
Other versions
BR112019022538A2 (pt
Inventor
Kan Ittai
Richard Klugerman Michael
Jay Riley Blake
Original Assignee
Afiniti Europe Tech Ltd
Afiniti 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, Afiniti Ltd filed Critical Afiniti Europe Tech Ltd
Publication of BR112019022538A2 publication Critical patent/BR112019022538A2/pt
Publication of BR112019022538A8 publication Critical patent/BR112019022538A8/pt

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Classifications

    • 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
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06312—Adjustment or analysis of established resource schedule, e.g. resource or task levelling, or dynamic rescheduling
    • 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
    • H04M3/5235—Dependent on call type or called number [DNIS]
    • 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
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • 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
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063112—Skill-based matching of a person or a group to a task
    • 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
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06313—Resource planning in a project environment
    • 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
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
    • G06Q10/06315—Needs-based resource requirements planning or analysis
    • 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
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • 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
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
    • H04M2203/555—Statistics, e.g. about subscribers but not being call statistics
    • H04M2203/556—Statistical analysis and interpretation
    • 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

Landscapes

  • Business, Economics & Management (AREA)
  • Human Resources & Organizations (AREA)
  • Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Marketing (AREA)
  • Theoretical Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Development Economics (AREA)
  • General Business, Economics & Management (AREA)
  • Physics & Mathematics (AREA)
  • Educational Administration (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Operations Research (AREA)
  • Game Theory and Decision Science (AREA)
  • Signal Processing (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Life Sciences & Earth Sciences (AREA)
  • Biodiversity & Conservation Biology (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

Técnicas para pareamento comportamental em um sistema de centro de contato são reveladas. Em uma modalidade específica, as técnicas podem ser realizadas como um método para o pareamento comportamental em um sistema de centro de contato, compreendendo: determinar, por pelo menos um processador de computador acoplado comunicativamente a e configurado para operar no sistema de centro de contato, uma pluralidade de agentes disponíveis para conexão com um contato; determinar, pelo ao menos um processador de computador, uma pluralidade de pareamentos de contato-agente preferidos entre possíveis pareamentos entre o contato e a pluralidade de agentes; selecionar, pelo ao menos um processador de computador, um da pluralidade de pareamentos de contato-agente preferidos de acordo com um modelo probabilístico; e emitir, pelo ao menos um processador de computador, o selecionado da pluralidade de pareamentos de contato-agente preferidos para conexão no sistema de centro de contato.
BR112019022538A 2017-04-28 2018-04-05 Técnicas para pareamento comportamental em um sistema de centro de contato BR112019022538A8 (pt)

Applications Claiming Priority (5)

Application Number Priority Date Filing Date Title
US15/582,223 2017-04-28
US15/582,223 US9930180B1 (en) 2017-04-28 2017-04-28 Techniques for behavioral pairing in a contact center system
US15/691,106 US9942405B1 (en) 2017-04-28 2017-08-30 Techniques for behavioral pairing in a contact center system
US15/691,106 2017-08-30
PCT/IB2018/000443 WO2018197943A1 (en) 2017-04-28 2018-04-05 Techniques for behavioral pairing in a contact center system

Publications (2)

Publication Number Publication Date
BR112019022538A2 BR112019022538A2 (pt) 2020-05-12
BR112019022538A8 true BR112019022538A8 (pt) 2022-07-05

Family

ID=61629960

Family Applications (1)

Application Number Title Priority Date Filing Date
BR112019022538A BR112019022538A8 (pt) 2017-04-28 2018-04-05 Técnicas para pareamento comportamental em um sistema de centro de contato

Country Status (10)

Country Link
US (9) US9930180B1 (pt)
EP (2) EP3590081A1 (pt)
JP (3) JP6816164B2 (pt)
KR (3) KR102361995B1 (pt)
CN (7) CN109155020B (pt)
AU (5) AU2018206690A1 (pt)
BR (1) BR112019022538A8 (pt)
CA (1) CA3032337A1 (pt)
IL (1) IL270213B2 (pt)
WO (1) WO2018197943A1 (pt)

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