CN104982025B - 用于使技能集合添加自动化的系统和方法 - Google Patents

用于使技能集合添加自动化的系统和方法 Download PDF

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Publication number
CN104982025B
CN104982025B CN201480007810.8A CN201480007810A CN104982025B CN 104982025 B CN104982025 B CN 104982025B CN 201480007810 A CN201480007810 A CN 201480007810A CN 104982025 B CN104982025 B CN 104982025B
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China
Prior art keywords
agent
request
expertise
qualified
client
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CN201480007810.8A
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Chinese (zh)
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CN104982025A (zh
Inventor
C·法摩尔
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Oracle International Corp
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Oracle International Corp
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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
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/403—Agent or workforce training

Landscapes

  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Marketing (AREA)
  • Strategic Management (AREA)
  • Human Resources & Organizations (AREA)
  • Economics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Signal Processing (AREA)
  • Quality & Reliability (AREA)
  • Game Theory and Decision Science (AREA)
  • Educational Administration (AREA)
  • Operations Research (AREA)
  • Development Economics (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Telephonic Communication Services (AREA)
CN201480007810.8A 2013-02-07 2014-02-04 用于使技能集合添加自动化的系统和方法 Active CN104982025B (zh)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US13/761,521 2013-02-07
US13/761,521 US8848900B2 (en) 2013-02-07 2013-02-07 System and method for automating skillset additions
PCT/US2014/014660 WO2014123897A1 (en) 2013-02-07 2014-02-04 Systems and methods for automating skillset additions

Publications (2)

Publication Number Publication Date
CN104982025A CN104982025A (zh) 2015-10-14
CN104982025B true CN104982025B (zh) 2017-12-05

Family

ID=51259215

Family Applications (1)

Application Number Title Priority Date Filing Date
CN201480007810.8A Active CN104982025B (zh) 2013-02-07 2014-02-04 用于使技能集合添加自动化的系统和方法

Country Status (5)

Country Link
US (1) US8848900B2 (enExample)
EP (1) EP2954668A4 (enExample)
JP (1) JP6681196B2 (enExample)
CN (1) CN104982025B (enExample)
WO (1) WO2014123897A1 (enExample)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9479641B2 (en) * 2013-10-01 2016-10-25 Interactive Intelligence Group, Inc. System and method for routing a communication utilizing scoring
US20170024680A1 (en) * 2015-07-21 2017-01-26 Oracle International Corporation Multi-dimensional approach to agent assignment
US11238415B2 (en) * 2019-10-10 2022-02-01 Nice Ltd. Systems and methods for intelligent adherence or conformance analysis coaching
US11134155B1 (en) * 2020-12-31 2021-09-28 Genesys Telecommunications Laboratories, Inc. Technologies for automated generation of contact center system embeddings
CN114222029A (zh) * 2021-12-13 2022-03-22 中国平安财产保险股份有限公司 智能客服通话方法、装置、计算机设备及存储介质

Family Cites Families (12)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7792773B2 (en) * 2002-10-23 2010-09-07 Genesys Telecommunications Laboratories, Inc. Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network
JP2002032538A (ja) * 2000-07-19 2002-01-31 Nippon Telegraph & Telephone West Corp スキル管理システム及びコンピュータ読み取り可能な記録媒体
US8112391B2 (en) * 2003-07-15 2012-02-07 Accenture Global Services Gmbh Synchronization of agent skill data
US20060072739A1 (en) * 2004-10-01 2006-04-06 Knowlagent Inc. Method and system for assessing and deploying personnel for roles in a contact center
JP2006211395A (ja) * 2005-01-28 2006-08-10 Nippon Telegraph & Telephone East Corp コールセンタの運用システムおよび方法、プログラムおよび記録媒体
CN101341728A (zh) * 2005-05-17 2009-01-07 甲骨文系统公司 动态客户满意度路由选择
US8331549B2 (en) * 2006-05-01 2012-12-11 Verint Americas Inc. System and method for integrated workforce and quality management
US8380555B2 (en) * 2008-11-13 2013-02-19 Avaya Inc. System and method for identifying and managing customer needs
JP2010218266A (ja) * 2009-03-17 2010-09-30 Nec Corp 製品のサポートシステム及び製品のサポート方法
US9049298B2 (en) * 2009-10-23 2015-06-02 International Business Machines Corporation Service request routing using passive skill certification
US8837711B2 (en) * 2011-04-15 2014-09-16 Verizon Patent And Licensing Inc. Dynamic update of skills database
EP2709346A4 (en) * 2011-06-03 2014-03-26 Huawei Tech Co Ltd METHOD, CALL CENTER AND SYSTEM FOR A SEATING DEVICE FOR RECEIVING CALLS

Also Published As

Publication number Publication date
US8848900B2 (en) 2014-09-30
JP6681196B2 (ja) 2020-04-15
EP2954668A4 (en) 2016-10-12
CN104982025A (zh) 2015-10-14
EP2954668A1 (en) 2015-12-16
JP2016507844A (ja) 2016-03-10
WO2014123897A1 (en) 2014-08-14
US20140219439A1 (en) 2014-08-07

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