CA3071165C - Routage d'appelants a partir d'un ensemble d'appelants dans le desordre - Google Patents
Routage d'appelants a partir d'un ensemble d'appelants dans le desordre Download PDFInfo
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- CA3071165C CA3071165C CA3071165A CA3071165A CA3071165C CA 3071165 C CA3071165 C CA 3071165C CA 3071165 A CA3071165 A CA 3071165A CA 3071165 A CA3071165 A CA 3071165A CA 3071165 C CA3071165 C CA 3071165C
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- caller
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- Telephonic Communication Services (AREA)
Abstract
Des procédés et des systèmes sont décrits pour acheminer les appels vers les agents dans un environnement de routage de centre dappels. Un procédé exemplaire consiste en lidentification de données dappelant pour au moins un appelant dans une file dattente dappelants et le saut dun appelant à lavant de la file dattente dappelants pour un autre appelant en fonction des données dappelant définies. Les données dappelant peuvent comprendre soit des données démographiques, soit des données psychographiques, soit les deux. Le saut de lappelant peut en outre être basé sur la comparaison de données dappelant avec des données dagent associées à un agent par lintermédiaire dun algorithme de mise en correspondance de motif tel quun algorithme de corrélation. Par exemple, si lappelant à lavant de la file dattente a été sauté un nombre prédéterminé de fois, lappelant qui se trouve le premier dans la file dattente est le prochain dont lappel sera acheminé (et il est impossible dignorer de nouveau son appel).
Applications Claiming Priority (15)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| US12/021,251 US9712679B2 (en) | 2008-01-28 | 2008-01-28 | Systems and methods for routing callers to an agent in a contact center |
| US12/021,251 | 2008-01-28 | ||
| US12/266,418 US10567586B2 (en) | 2008-11-06 | 2008-11-06 | Pooling callers for matching to agents based on pattern matching algorithms |
| US12/266,418 | 2008-11-06 | ||
| US12/331,186 US20090190750A1 (en) | 2008-01-28 | 2008-12-09 | Routing callers out of queue order for a call center routing system |
| US12/331,210 | 2008-12-09 | ||
| US12/331,181 US8670548B2 (en) | 2008-01-28 | 2008-12-09 | Jumping callers held in queue for a call center routing system |
| US12/331,181 | 2008-12-09 | ||
| US12/331,195 | 2008-12-09 | ||
| US12/331,186 | 2008-12-09 | ||
| US12/331,195 US8903079B2 (en) | 2008-01-28 | 2008-12-09 | Routing callers from a set of callers based on caller data |
| US12/331,210 US20090190745A1 (en) | 2008-01-28 | 2008-12-09 | Pooling callers for a call center routing system |
| US12/355,602 | 2009-01-16 | ||
| US12/355,602 US20090232294A1 (en) | 2008-01-28 | 2009-01-16 | Skipping a caller in queue for a call routing center |
| CA3048852A CA3048852C (fr) | 2008-01-28 | 2009-01-21 | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre |
Related Parent Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA3048852A Division CA3048852C (fr) | 2008-01-28 | 2009-01-21 | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CA3071165A1 CA3071165A1 (fr) | 2009-08-06 |
| CA3071165C true CA3071165C (fr) | 2020-07-07 |
Family
ID=65992291
Family Applications (4)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA3071166A Active CA3071166C (fr) | 2008-01-28 | 2009-01-21 | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre |
| CA3071165A Active CA3071165C (fr) | 2008-01-28 | 2009-01-21 | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre |
| CA3037778A Active CA3037778C (fr) | 2008-01-28 | 2009-01-21 | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre |
| CA3048852A Active CA3048852C (fr) | 2008-01-28 | 2009-01-21 | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre |
Family Applications Before (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA3071166A Active CA3071166C (fr) | 2008-01-28 | 2009-01-21 | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre |
Family Applications After (2)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA3037778A Active CA3037778C (fr) | 2008-01-28 | 2009-01-21 | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre |
| CA3048852A Active CA3048852C (fr) | 2008-01-28 | 2009-01-21 | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre |
Country Status (1)
| Country | Link |
|---|---|
| CA (4) | CA3071166C (fr) |
Families Citing this family (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US10509671B2 (en) * | 2017-12-11 | 2019-12-17 | Afiniti Europe Technologies Limited | Techniques for behavioral pairing in a task assignment system |
-
2009
- 2009-01-21 CA CA3071166A patent/CA3071166C/fr active Active
- 2009-01-21 CA CA3071165A patent/CA3071165C/fr active Active
- 2009-01-21 CA CA3037778A patent/CA3037778C/fr active Active
- 2009-01-21 CA CA3048852A patent/CA3048852C/fr active Active
Also Published As
| Publication number | Publication date |
|---|---|
| CA3037778A1 (fr) | 2009-08-06 |
| CA3037778C (fr) | 2019-12-31 |
| CA3048852A1 (fr) | 2009-08-06 |
| CA3071166A1 (fr) | 2009-08-06 |
| CA3071165A1 (fr) | 2009-08-06 |
| CA3048852C (fr) | 2022-05-03 |
| CA3071166C (fr) | 2020-07-07 |
Similar Documents
| Publication | Publication Date | Title |
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| CA2713476C (fr) | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre | |
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| US8903079B2 (en) | Routing callers from a set of callers based on caller data | |
| US10567586B2 (en) | Pooling callers for matching to agents based on pattern matching algorithms | |
| US8670548B2 (en) | Jumping callers held in queue for a call center routing system | |
| US8634542B2 (en) | Separate pattern matching algorithms and computer models based on available caller data | |
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| CA2962536C (fr) | Procedes et systemes de routage d'appels bases sur une notation normalisee a variables multiples et file d'attente fictive | |
| US8644490B2 (en) | Shadow queue for callers in a performance/pattern matching based call routing system | |
| US8718271B2 (en) | Call routing methods and systems based on multiple variable standardized scoring | |
| US20090190750A1 (en) | Routing callers out of queue order for a call center routing system | |
| US20090232294A1 (en) | Skipping a caller in queue for a call routing center | |
| US20090190745A1 (en) | Pooling callers for a call center routing system | |
| CA3071165C (fr) | Routage d'appelants a partir d'un ensemble d'appelants dans le desordre | |
| USRE48412E1 (en) | Balancing multiple computer models in a call center routing system |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| EEER | Examination request |
Effective date: 20200204 |
|
| EEER | Examination request |
Effective date: 20200204 |