CA2364868C - Timely shut-down of a real-time work center - Google Patents

Timely shut-down of a real-time work center Download PDF

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Publication number
CA2364868C
CA2364868C CA002364868A CA2364868A CA2364868C CA 2364868 C CA2364868 C CA 2364868C CA 002364868 A CA002364868 A CA 002364868A CA 2364868 A CA2364868 A CA 2364868A CA 2364868 C CA2364868 C CA 2364868C
Authority
CA
Canada
Prior art keywords
center
work
sum
time
work item
Prior art date
Legal status (The legal status 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 status listed.)
Expired - Fee Related
Application number
CA002364868A
Other languages
English (en)
French (fr)
Other versions
CA2364868A1 (en
Inventor
Andrew D. Flockhart
Robin H. Foster
Eugene P. Mathews
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Avaya Technology LLC
Original Assignee
Avaya Technology LLC
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 Avaya Technology LLC filed Critical Avaya Technology LLC
Publication of CA2364868A1 publication Critical patent/CA2364868A1/en
Application granted granted Critical
Publication of CA2364868C publication Critical patent/CA2364868C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

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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
    • 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
    • H04M3/5238—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with waiting time or load prediction arrangements

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
CA002364868A 2001-06-05 2001-12-11 Timely shut-down of a real-time work center Expired - Fee Related CA2364868C (en)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/874,634 US6766013B2 (en) 2001-06-05 2001-06-05 Timely shut-down of a real-time work center
US09/874,634 2001-06-05

Publications (2)

Publication Number Publication Date
CA2364868A1 CA2364868A1 (en) 2002-12-05
CA2364868C true CA2364868C (en) 2007-03-27

Family

ID=25364212

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002364868A Expired - Fee Related CA2364868C (en) 2001-06-05 2001-12-11 Timely shut-down of a real-time work center

Country Status (5)

Country Link
US (1) US6766013B2 (enExample)
EP (1) EP1265426B1 (enExample)
JP (1) JP3953890B2 (enExample)
CA (1) CA2364868C (enExample)
DE (1) DE60103259T2 (enExample)

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US7885401B1 (en) 2004-03-29 2011-02-08 Avaya Inc. Method and apparatus to forecast the availability of a resource
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US7657021B2 (en) 2004-09-29 2010-02-02 Avaya Inc. Method and apparatus for global call queue in a global call center
US7567653B1 (en) 2005-03-22 2009-07-28 Avaya Inc. Method by which call centers can vector inbound TTY calls automatically to TTY-enabled resources
US7817796B1 (en) 2005-04-27 2010-10-19 Avaya Inc. Coordinating work assignments for contact center agents
US7809127B2 (en) 2005-05-26 2010-10-05 Avaya Inc. Method for discovering problem agent behaviors
US8594311B2 (en) * 2005-06-02 2013-11-26 Virtual Hold Technology, Llc Expected wait time augmentation system and method
US7779042B1 (en) 2005-08-08 2010-08-17 Avaya Inc. Deferred control of surrogate key generation in a distributed processing architecture
US7746999B2 (en) * 2005-08-18 2010-06-29 Virtual Hold Technology, Llc Resource based queue management system and method
US7881450B1 (en) 2005-09-15 2011-02-01 Avaya Inc. Answer on hold notification
US8577015B2 (en) 2005-09-16 2013-11-05 Avaya Inc. Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization
US8073129B1 (en) 2005-10-03 2011-12-06 Avaya Inc. Work item relation awareness for agents during routing engine driven sub-optimal work assignments
US8116446B1 (en) 2005-10-03 2012-02-14 Avaya Inc. Agent driven work item awareness for tuning routing engine work-assignment algorithms
US10572879B1 (en) 2005-10-03 2020-02-25 Avaya Inc. Agent driven media-agnostic work item grouping and sharing over a consult medium
US7822587B1 (en) 2005-10-03 2010-10-26 Avaya Inc. Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior
US8411843B1 (en) 2005-10-04 2013-04-02 Avaya Inc. Next agent available notification
US7752230B2 (en) 2005-10-06 2010-07-06 Avaya Inc. Data extensibility using external database tables
US7787609B1 (en) 2005-10-06 2010-08-31 Avaya Inc. Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills
US8150023B2 (en) * 2005-10-07 2012-04-03 Virtual Hold Technology, Llc Automated system and method for distinguishing audio signals received in response to placing and outbound call
US8238541B1 (en) 2006-01-31 2012-08-07 Avaya Inc. Intent based skill-set classification for accurate, automatic determination of agent skills
US8737173B2 (en) 2006-02-24 2014-05-27 Avaya Inc. Date and time dimensions for contact center reporting in arbitrary international time zones
US8442197B1 (en) 2006-03-30 2013-05-14 Avaya Inc. Telephone-based user interface for participating simultaneously in more than one teleconference
US8924335B1 (en) 2006-03-30 2014-12-30 Pegasystems Inc. Rule-based user interface conformance methods
US7936867B1 (en) 2006-08-15 2011-05-03 Avaya Inc. Multi-service request within a contact center
US8391463B1 (en) 2006-09-01 2013-03-05 Avaya Inc. Method and apparatus for identifying related contacts
US8938063B1 (en) 2006-09-07 2015-01-20 Avaya Inc. Contact center service monitoring and correcting
US8811597B1 (en) 2006-09-07 2014-08-19 Avaya Inc. Contact center performance prediction
US8855292B1 (en) 2006-09-08 2014-10-07 Avaya Inc. Agent-enabled queue bypass to agent
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US8767944B1 (en) 2007-01-03 2014-07-01 Avaya Inc. Mechanism for status and control communication over SIP using CODEC tunneling
US7747705B1 (en) 2007-05-08 2010-06-29 Avaya Inc. Method to make a discussion forum or RSS feed a source for customer contact into a multimedia contact center that is capable of handling emails
US8514872B2 (en) 2007-06-19 2013-08-20 Virtual Hold Technology, Llc Accessory queue management system and method for interacting with a queuing system
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US8856182B2 (en) 2008-01-25 2014-10-07 Avaya Inc. Report database dependency tracing through business intelligence metadata
US8831206B1 (en) 2008-05-12 2014-09-09 Avaya Inc. Automated, data-based mechanism to detect evolution of employee skills
US8385532B1 (en) 2008-05-12 2013-02-26 Avaya Inc. Real-time detective
US10375244B2 (en) 2008-08-06 2019-08-06 Avaya Inc. Premises enabled mobile kiosk, using customers' mobile communication device
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US8843435B1 (en) 2009-03-12 2014-09-23 Pegasystems Inc. Techniques for dynamic data processing
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US8644491B2 (en) 2009-08-21 2014-02-04 Avaya Inc. Mechanism for multisite service state description
US8385533B2 (en) 2009-09-21 2013-02-26 Avaya Inc. Bidding work assignment on conference/subscribe RTP clearing house
US8565386B2 (en) 2009-09-29 2013-10-22 Avaya Inc. Automatic configuration of soft phones that are usable in conjunction with special-purpose endpoints
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US6356632B1 (en) * 1998-12-31 2002-03-12 Avaya Technology Corp. Call selection and agent selection in a call center based on agent staffing schedule
US6366668B1 (en) 1999-03-11 2002-04-02 Avaya Technology Corp. Method of routing calls in an automatic call distribution network

Also Published As

Publication number Publication date
EP1265426A1 (en) 2002-12-11
US6766013B2 (en) 2004-07-20
CA2364868A1 (en) 2002-12-05
DE60103259T2 (de) 2005-06-23
JP2003046653A (ja) 2003-02-14
DE60103259D1 (de) 2004-06-17
EP1265426B1 (en) 2004-05-12
JP3953890B2 (ja) 2007-08-08
US20020181692A1 (en) 2002-12-05

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Effective date: 20151211