CN102273185A - 基于多变量标准化评分和影子队列的呼叫路由方法及系统 - Google Patents
基于多变量标准化评分和影子队列的呼叫路由方法及系统 Download PDFInfo
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- CN102273185A CN102273185A CN2009801427711A CN200980142771A CN102273185A CN 102273185 A CN102273185 A CN 102273185A CN 2009801427711 A CN2009801427711 A CN 2009801427711A CN 200980142771 A CN200980142771 A CN 200980142771A CN 102273185 A CN102273185 A CN 102273185A
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- 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
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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
- G06Q30/00—Commerce
Abstract
Description
Claims (53)
Priority Applications (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
CN201811029848.1A CN109151233B (zh) | 2008-08-29 | 2009-08-19 | 基于多变量标准化评分和影子队列的呼叫路由方法及系统 |
CN201510288212.9A CN104883459B (zh) | 2008-08-29 | 2009-08-19 | 基于多变量标准化评分和影子队列的呼叫路由方法及系统 |
Applications Claiming Priority (5)
Application Number | Priority Date | Filing Date | Title |
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US12/202,091 US8718271B2 (en) | 2008-01-28 | 2008-08-29 | Call routing methods and systems based on multiple variable standardized scoring |
US12/202,091 | 2008-08-29 | ||
US12/202,101 US8644490B2 (en) | 2008-08-29 | 2008-08-29 | Shadow queue for callers in a performance/pattern matching based call routing system |
US12/202,101 | 2008-08-29 | ||
PCT/US2009/054352 WO2010027671A2 (en) | 2008-08-29 | 2009-08-19 | Call routing methods and systems based on multiple variable standardized scoring and shadow queue |
Related Child Applications (2)
Application Number | Title | Priority Date | Filing Date |
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CN201811029848.1A Division CN109151233B (zh) | 2008-08-29 | 2009-08-19 | 基于多变量标准化评分和影子队列的呼叫路由方法及系统 |
CN201510288212.9A Division CN104883459B (zh) | 2008-08-29 | 2009-08-19 | 基于多变量标准化评分和影子队列的呼叫路由方法及系统 |
Publications (2)
Publication Number | Publication Date |
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CN102273185A true CN102273185A (zh) | 2011-12-07 |
CN102273185B CN102273185B (zh) | 2015-06-10 |
Family
ID=41226792
Family Applications (3)
Application Number | Title | Priority Date | Filing Date |
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CN201811029848.1A Active CN109151233B (zh) | 2008-08-29 | 2009-08-19 | 基于多变量标准化评分和影子队列的呼叫路由方法及系统 |
CN201510288212.9A Active CN104883459B (zh) | 2008-08-29 | 2009-08-19 | 基于多变量标准化评分和影子队列的呼叫路由方法及系统 |
CN200980142771.1A Active CN102273185B (zh) | 2008-08-29 | 2009-08-19 | 基于多变量标准化评分和影子队列的呼叫路由方法及系统 |
Family Applications Before (2)
Application Number | Title | Priority Date | Filing Date |
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CN201811029848.1A Active CN109151233B (zh) | 2008-08-29 | 2009-08-19 | 基于多变量标准化评分和影子队列的呼叫路由方法及系统 |
CN201510288212.9A Active CN104883459B (zh) | 2008-08-29 | 2009-08-19 | 基于多变量标准化评分和影子队列的呼叫路由方法及系统 |
Country Status (13)
Country | Link |
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EP (2) | EP3373569B1 (zh) |
JP (1) | JP5649575B2 (zh) |
CN (3) | CN109151233B (zh) |
AU (2) | AU2009288509B2 (zh) |
CA (3) | CA3048690C (zh) |
ES (2) | ES2910599T3 (zh) |
HK (1) | HK1214438A1 (zh) |
HU (1) | HUE038623T2 (zh) |
MX (1) | MX2011002272A (zh) |
NZ (1) | NZ591486A (zh) |
PT (1) | PT2338270T (zh) |
TR (1) | TR201808145T4 (zh) |
WO (1) | WO2010027671A2 (zh) |
Cited By (7)
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CN104769574A (zh) * | 2012-08-20 | 2015-07-08 | 内部销售公司 | 基于分层的排序机器学习模型 |
CN104937585A (zh) * | 2012-11-21 | 2015-09-23 | 格林伊登美国控股有限责任公司 | 供联络中心使用的路由规则的动态推荐 |
CN107872593A (zh) * | 2017-03-13 | 2018-04-03 | 平安科技(深圳)有限公司 | 坐席分配的方法及装置 |
CN108476230A (zh) * | 2015-10-19 | 2018-08-31 | 格林伊登美国控股有限责任公司 | 基于机器学习的交互到联络中心代理的最优路由 |
CN111669329A (zh) * | 2019-03-07 | 2020-09-15 | 阿瓦亚公司 | 联络中心路由机制 |
CN112801517A (zh) * | 2017-11-08 | 2021-05-14 | 阿菲尼帝有限公司 | 用于对配对策略进行基准化分析的方法、系统和制品 |
CN113269476A (zh) * | 2021-07-01 | 2021-08-17 | 中电智恒信息科技服务有限公司 | 一种智能云呼叫中心调用多厂商ai能力的调度方法 |
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US10708430B2 (en) | 2008-01-28 | 2020-07-07 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a contact center system |
US9300802B1 (en) | 2008-01-28 | 2016-03-29 | Satmap International Holdings Limited | Techniques for behavioral pairing in a contact center system |
US9712679B2 (en) | 2008-01-28 | 2017-07-18 | Afiniti International Holdings, Ltd. | Systems and methods for routing callers to an agent in a contact center |
US9692898B1 (en) | 2008-01-28 | 2017-06-27 | Afiniti Europe Technologies Limited | Techniques for benchmarking paring strategies in a contact center system |
US10708431B2 (en) | 2008-01-28 | 2020-07-07 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US9654641B1 (en) | 2008-01-28 | 2017-05-16 | Afiniti International Holdings, Ltd. | Systems and methods for routing callers to an agent in a contact center |
US9774740B2 (en) | 2008-01-28 | 2017-09-26 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a contact center system |
US9712676B1 (en) | 2008-01-28 | 2017-07-18 | Afiniti Europe Technologies Limited | Techniques for benchmarking pairing strategies in a contact center system |
US8879715B2 (en) | 2012-03-26 | 2014-11-04 | Satmap International Holdings Limited | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation |
US9781269B2 (en) | 2008-01-28 | 2017-10-03 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US9787841B2 (en) | 2008-01-28 | 2017-10-10 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US10750023B2 (en) | 2008-01-28 | 2020-08-18 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
US8824658B2 (en) | 2008-11-06 | 2014-09-02 | Satmap International Holdings Limited | Selective mapping of callers in a call center routing system |
USRE48412E1 (en) | 2008-11-06 | 2021-01-26 | Afiniti, Ltd. | Balancing multiple computer models in a call center routing system |
US8472611B2 (en) | 2008-11-06 | 2013-06-25 | The Resource Group International Ltd. | Balancing multiple computer models in a call center routing system |
US8724797B2 (en) | 2010-08-26 | 2014-05-13 | Satmap International Holdings Limited | Estimating agent performance in a call routing center system |
US8565410B2 (en) | 2012-03-26 | 2013-10-22 | The Resource Group International, Ltd. | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation |
US8792630B2 (en) | 2012-09-24 | 2014-07-29 | Satmap International Holdings Limited | Use of abstracted data in pattern matching system |
US9485360B2 (en) | 2012-12-11 | 2016-11-01 | Genesys Telecommunications Laboratories, Inc. | Contact center session preservation |
US10445670B2 (en) | 2013-11-07 | 2019-10-15 | Oracle International Corporation | Team-based approach to skills-based agent assignment |
MX2018006523A (es) | 2015-12-01 | 2018-08-15 | Afiniti Europe Tech Ltd | Tecnicas para asignacion de asuntos. |
US10182155B2 (en) | 2016-02-03 | 2019-01-15 | At&T Intellectual Property I, L.P. | Directing care calls using historical call backs, demographics and real time attributes |
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US10142473B1 (en) | 2016-06-08 | 2018-11-27 | Afiniti Europe Technologies Limited | Techniques for benchmarking performance in a contact center system |
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Cited By (10)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN104769574A (zh) * | 2012-08-20 | 2015-07-08 | 内部销售公司 | 基于分层的排序机器学习模型 |
CN104937585A (zh) * | 2012-11-21 | 2015-09-23 | 格林伊登美国控股有限责任公司 | 供联络中心使用的路由规则的动态推荐 |
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CN111669329A (zh) * | 2019-03-07 | 2020-09-15 | 阿瓦亚公司 | 联络中心路由机制 |
CN113269476A (zh) * | 2021-07-01 | 2021-08-17 | 中电智恒信息科技服务有限公司 | 一种智能云呼叫中心调用多厂商ai能力的调度方法 |
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JP5649575B2 (ja) | 2015-01-07 |
ES2910599T3 (es) | 2022-05-12 |
TR201808145T4 (tr) | 2018-07-23 |
HUE038623T2 (hu) | 2018-10-29 |
AU2009288509A1 (en) | 2010-03-11 |
AU2015243001A1 (en) | 2015-11-12 |
CA2735443A1 (en) | 2010-03-11 |
CN104883459B (zh) | 2018-11-20 |
EP3373569B1 (en) | 2022-02-16 |
HK1214438A1 (zh) | 2016-07-22 |
CN109151233B (zh) | 2021-10-08 |
CN104883459A (zh) | 2015-09-02 |
WO2010027671A3 (en) | 2010-04-29 |
AU2009288509B2 (en) | 2015-08-13 |
MX2011002272A (es) | 2011-04-05 |
EP2338270B1 (en) | 2018-04-25 |
CA3048690C (en) | 2021-10-12 |
CA2962536A1 (en) | 2010-03-11 |
CN102273185B (zh) | 2015-06-10 |
EP3373569A1 (en) | 2018-09-12 |
ES2676509T3 (es) | 2018-07-20 |
WO2010027671A2 (en) | 2010-03-11 |
CA2735443C (en) | 2017-10-24 |
NZ591486A (en) | 2013-10-25 |
CA2962536C (en) | 2019-08-06 |
EP2338270A2 (en) | 2011-06-29 |
CN109151233A (zh) | 2019-01-04 |
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