CA2404786A1 - Hierarchical remediation of service levels for transaction classes which are independent of the organization of resource skills - Google Patents

Hierarchical remediation of service levels for transaction classes which are independent of the organization of resource skills Download PDF

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Publication number
CA2404786A1
CA2404786A1 CA002404786A CA2404786A CA2404786A1 CA 2404786 A1 CA2404786 A1 CA 2404786A1 CA 002404786 A CA002404786 A CA 002404786A CA 2404786 A CA2404786 A CA 2404786A CA 2404786 A1 CA2404786 A1 CA 2404786A1
Authority
CA
Canada
Prior art keywords
preference value
work item
work
server
composite
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.)
Granted
Application number
CA002404786A
Other languages
French (fr)
Other versions
CA2404786C (en
Inventor
Joyce A. Clippinger
David Mullen
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 Inc
Original Assignee
Individual
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
Priority claimed from US09/248,047 external-priority patent/US6560649B1/en
Application filed by Individual filed Critical Individual
Publication of CA2404786A1 publication Critical patent/CA2404786A1/en
Application granted granted Critical
Publication of CA2404786C publication Critical patent/CA2404786C/en
Anticipated expiration legal-status Critical
Expired - Fee Related legal-status Critical Current

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/46—Multiprogramming arrangements
    • G06F9/50—Allocation of resources, e.g. of the central processing unit [CPU]
    • G06F9/5005—Allocation of resources, e.g. of the central processing unit [CPU] to service a request
    • G06F9/5027—Allocation of resources, e.g. of the central processing unit [CPU] to service a request the resource being a machine, e.g. CPUs, Servers, Terminals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/51—Discovery or management thereof, e.g. service location protocol [SLP] or web 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
    • 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

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Software Systems (AREA)
  • Theoretical Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Computer And Data Communications (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

The present invention relates to a method for generating a composite preference value for at least one work item of a plurality of work items with respect to a server in a work processing facility. The method is comprised of the steps of determining the server's preference value for at least one work item, at least two work items having differing server preference values and determining the preference value for a service class incorporated within the at least one work item, the at least one work item and corresponding service class being related to a respective client. The method further includes the steps of providing a user-selectable composite preference value function that is useable to generate a composite preference value, and providing the determined server's preference value for the at least one work item and the determined preference value for the service class incorporated within the at least one work item to the user-selectable composite preference value functi on to generate the composite preference value for the at least one work item. The present invention also provides a system which implements the inventive method.
CA002404786A 1999-02-10 2000-02-08 Hierarchical remediation of service levels for transaction classes which are independent of the organization of resource skills Expired - Fee Related CA2404786C (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US09/248,047 US6560649B1 (en) 1999-02-10 1999-02-10 Hierarchical service level remediation for competing classes based upon achievement of service level goals
US09/248,047 1999-02-10
CA002298267A CA2298267C (en) 1999-02-10 2000-02-08 Hierarchical remediation of service levels for transaction classes which are independent of the organization of resource skills

Related Parent Applications (1)

Application Number Title Priority Date Filing Date
CA002298267A Division CA2298267C (en) 1999-02-10 2000-02-08 Hierarchical remediation of service levels for transaction classes which are independent of the organization of resource skills

Publications (2)

Publication Number Publication Date
CA2404786A1 true CA2404786A1 (en) 2000-08-10
CA2404786C CA2404786C (en) 2007-01-23

Family

ID=37684492

Family Applications (1)

Application Number Title Priority Date Filing Date
CA002404786A Expired - Fee Related CA2404786C (en) 1999-02-10 2000-02-08 Hierarchical remediation of service levels for transaction classes which are independent of the organization of resource skills

Country Status (1)

Country Link
CA (1) CA2404786C (en)

Also Published As

Publication number Publication date
CA2404786C (en) 2007-01-23

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Legal Events

Date Code Title Description
EEER Examination request
MKLA Lapsed

Effective date: 20200210