BRPI1105734B1 - Método implementado por computador para prever o de-sempenho de um centro de chamadas e sistema de centro de sistema de previsão de desempenho de centro de chamada - Google Patents

Método implementado por computador para prever o de-sempenho de um centro de chamadas e sistema de centro de sistema de previsão de desempenho de centro de chamada Download PDF

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Publication number
BRPI1105734B1
BRPI1105734B1 BRPI1105734-3A BRPI1105734A BRPI1105734B1 BR PI1105734 B1 BRPI1105734 B1 BR PI1105734B1 BR PI1105734 A BRPI1105734 A BR PI1105734A BR PI1105734 B1 BRPI1105734 B1 BR PI1105734B1
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BR
Brazil
Prior art keywords
call center
resource
incoming call
call
model
Prior art date
Application number
BRPI1105734-3A
Other languages
English (en)
Portuguese (pt)
Inventor
Benny Mathew
Manoj Nambiar
Original Assignee
Tata Consultancy Services Limited
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 Tata Consultancy Services Limited filed Critical Tata Consultancy Services Limited
Publication of BRPI1105734A2 publication Critical patent/BRPI1105734A2/pt
Publication of BRPI1105734B1 publication Critical patent/BRPI1105734B1/pt

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    • 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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
BRPI1105734-3A 2011-09-30 2011-12-30 Método implementado por computador para prever o de-sempenho de um centro de chamadas e sistema de centro de sistema de previsão de desempenho de centro de chamada BRPI1105734B1 (pt)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
IN2774MU2011 2011-09-30
IN2774/MUM/2011 2011-09-30

Publications (2)

Publication Number Publication Date
BRPI1105734A2 BRPI1105734A2 (pt) 2014-06-17
BRPI1105734B1 true BRPI1105734B1 (pt) 2021-10-13

Family

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Family Applications (1)

Application Number Title Priority Date Filing Date
BRPI1105734-3A BRPI1105734B1 (pt) 2011-09-30 2011-12-30 Método implementado por computador para prever o de-sempenho de um centro de chamadas e sistema de centro de sistema de previsão de desempenho de centro de chamada

Country Status (2)

Country Link
CN (1) CN103037110B (zh)
BR (1) BRPI1105734B1 (zh)

Families Citing this family (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN106331385B (zh) * 2016-08-19 2019-11-12 南京南瑞集团公司 一种基于sip中继的95598呼叫中心压力测试系统及方法
US9930180B1 (en) 2017-04-28 2018-03-27 Afiniti, Ltd. Techniques for behavioral pairing in a contact center system
WO2019080086A1 (en) * 2017-10-27 2019-05-02 Accenture Global Solutions Limited INDUSTRIAL DATA SERVICE, DATA MODELING, AND DATA APPLICATION PLATFORM
CN110365855B (zh) * 2018-04-09 2021-07-16 华为技术有限公司 一种中继状态的提示方法、ip电话机和语音交换机
US10742816B2 (en) * 2018-04-10 2020-08-11 Avaya Inc. Dynamic routing system for contact center communications
CN109587349B (zh) * 2018-11-14 2022-02-01 平安科技（深圳）有限公司 多媒体坐席线路测试方法及装置、电子设备、存储介质
US11810022B2 (en) * 2020-02-28 2023-11-07 Intuit Inc. Contact center call volume prediction

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6055308A (en) * 1997-01-21 2000-04-25 Genesys Telecommunications Laboratories, Inc. Method and system for determining and using multiple object states in a computer telephony integration system
US6856680B2 (en) * 2001-09-24 2005-02-15 Rockwell Electronic Commerce Technologies, Llc Contact center autopilot algorithms
US8238543B2 (en) * 2009-06-01 2012-08-07 Genesys Telecommunications Laboratories, Inc. System and methods for predicting future agent readiness for handling an interaction in a call center

Also Published As

Publication number Publication date
BRPI1105734A2 (pt) 2014-06-17
CN103037110B (zh) 2017-04-12
CN103037110A (zh) 2013-04-10

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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]
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 30/12/2011, OBSERVADAS AS CONDICOES LEGAIS.