CN1112757A - 具有自动阈值的电话购物体系 - Google Patents
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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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
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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
- H04M3/5238—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
Abstract
所公开的电话购物体系管理系统中,对预定服务
周期的每个子周期计算服务于该体系中自动呼叫分
配器(ACD)的代理服务满足给定性能指标的概率。
然后将该概率与阈值进行比较以确定是ACD要求
转移呼叫还是该ACD可接受呼叫。对每个子周期
保留为该子周期计算的概率和在服务周期结束时系
统实现性能指标是成功还是失败的记录。该记录用
于计算阈值。此外,还计算线路估计因子,当其乘以
代理服务数时估计ACD的呼叫负载。
Description
本发明涉及电话购物体系(complex)的性能管理系统,具体地说,所涉及的电话购物体系性能管理系统中设置了阈值,以便确定何时重选通信线路从而平衡自动呼叫分配器之间的业务水平或实现已选的接收呼叫的业务中心处人力配备的变化。
电话购物体系性能管理系统(TCPMS)中,管理电话购物体系的系统汇集并处理由基于顾客的住所的信息源以及基于公共电信交换网络的信息源获得的数据,以便在该体系的电信中心(TC)之间平衡服务水平。通常,电话购物体系包括多个自动呼叫分配器(ACD)和多个可与TC选择连接的数据中心,电话购物装置在这些TC接收呼叫。TCPMS系统一般包括下列部分:(1)与网络的一个接口以报告电话购物装置各处所收到的多个呼叫中每个的来源及目地;(2)可使电话购物者在呼叫处理逻辑中产生变化的与网络的接口,以及(3)接受来自系统其它部分的输入数据的业务控制中心处理器(TCCP)。系统在TCCP汇集来自每个ACD和位于数据中心(DC)的电话购物装置数据库的数据,并同时监视在每个ACD接收的多个呼叫的来源和目的地以及电话处理逻辑中变化的发生。该系统对这些数据进行分析以产生信号用来实现平衡各ACD间业务水平所需的呼叫路由改变或在所选的接收呼叫的TC处人力配备水平的变化。该过程实时进行并按要求的频率重复。
1992年11月17日授权给P.B.Brown等人的美国专利5,164,983中描述了一种电话购物体系性能管理系统(TCPMS),其中要求电话购物的顾客选择一个性能指标,所要求的指标应在所选的业务周期中被满足。在Brown等人的系统中,性能指标是工作人员在一给定的ACD应答的平均速度(ASA),所述ACD正用于服务电话购物体系所进行的操作。系统内的响应过程确定了那个ACD在一服务周期的每个子周期内满足性能指标的概率(Ps)。然后在该响应过程中将该概率与两个阈值Tlo和Thi相比,这两个阈值也由电话购物的顾客选择。如果概率Ps小于或等于Tlo,就会产生警告状态,其建议从所考虑的ACD移走呼叫以增加服务周期内满足性能目标的概率。反过来,如果概率Ps大于或等于Thi,就会呈现接受状态,指示出所考虑的ACD负载很小,能从系统内其它ACD接受业务。当然,如果概率在两阈电平之间,就不会出现警告或接受状态。响应过程不建议对通信路由选择模式进行任何变化。
在Brown等人的TCPMS系统中,电话购物的顾客可对于服务周期内每个子周期的Thi和Tlo设置不同值,在服务周期结束时,顾客希望获得所选的性能指标值。通过不断摸索,顾客能够获得成套阈值,这些阈值可在由于呼叫方的电话购物装置的用户季节性、每天和每月的变化而使输入业务量出现诸多变化的过程中实现所需要的业务量切换。
根据本发明所述可实现一种改进的电话购物体系性能管理系统,其中用于确定应从给定自动呼叫分配器移走呼叫还是应由其接受呼叫的阈值是根据电话购物者所选择的、他或她愿意接受的错误警告或错误接受的百分比自动设定的。具体地说,服务周期内每个子周期都存储了成功实现性能指标的概率的计算值Ps。在服务周期结束时,完成性能指标成功或失败的指示被输入到服务周期内每个子周期的概率存储表中。每个子周期有自己的存储表,在一定的概率范围内的成功或失败的指示被输入到该表中,其中包括对该子周期所计算的成功的概率。成功和失败的历史记录保留在一定数目的以前周期的每个子周期的存储表中。利用子周期存储表,可根据电话购物者愿意接受的错误警告百分比进行Tlo计算。当系统计算出必须将呼叫从一ACD移走,否则为该ACD服务的代理服务不可能满足性能指标时,就产生警告信号。类似地,利用同样的子周期存储表,根据电话购物者愿意接受的错误信号百分比也可计算Thi。当系统计算出ACD可以接受呼叫且该ACD的代理将仍能满足性能指标时,就产生接受信号。
为实现性能指标(例如要求的ASA),必须计算任何给定子周期中要求的呼叫负载率,该计算需要能够获得的排队位置数的数值(figuer)。本发明的一个方面就是计算每个服务周期中的平均线路估计因子。该线路估计因子乘上代理服务数时给出所考虑的正在使用的线路的估计数。根据本发明所述,线路估计因子可通过使由线路估计因子确定的电话负载估计值和过去预定数目子周期中已经历的电话负载实际值间的均方误差最小方便地计算出来。
如图1、2、3所示,当它们连接起来时提供了根据本发明所述构成的过程的流程图;
图4提供用于确定线路估计因子的过程的流程图;
图5是单个子周期中成功和失败的表格式直方图,它在解释本发明时有用。
现结合1992年11月17日授权给P.B.Brown等人的关于电话购物体系性能管理系统的美国专利5,164,983作为对比。正如Brown等人的专利中所指出的,图1的电话购物体系101包括多个可能位于不同地址区域电信中心(TC)。通常,每个TC包括至少一个自动呼叫分配器(ACD)和一个或多个在TC从相联的ACD接收信息的“开口/门”。“开口”或“门”指转接台(有时叫做代理终端)组,每个转接台包括输入/输出终端和/或其它使TC值机员能处理ACD所接收的被选择的呼叫的显示装置。每个TC与一数据中心(DC)相连。DC通常包括含有顾客分布和其它为打进的电话提供服务所需的信息。
为管理和控制电话购物体系101并能有效地处理其数据,电话购物体系101将数据耦合到图1所示的数据采集和控制(DAC)模块102。DAC模块102还提供来自互换载波(IXC)网络103的数据。在Brown等人的专利的图3中,给出了对DAC模块102所收集数据非常全面的描述,在专利中那些与该图有关的部分也对其进行了描述。简要地说,这些数据与每个TC的ACD性能以及电话购物者的分布有关。这些数据全都存在存储器中表示为图1中的有效(live)数据和分布信息存储框104所示的。方框104直接对应于Brown等人专利中图4的方框400和410。
在图1中的模块105可得到所存储的有效数据及分布信息,其中对实际呼叫负载进行监视并对满足当前服务周期指标所必需的呼叫负载进行估计。应用排队理论,可用当前服务周期的平均人员配备水平(n)、平均服务速率(μ)、呼叫负载率(λ)和排队位置数(N)写出平均应答速度(ASA)的方程。见题为“运筹学中的排队论”一书的104页,作者E.Page,1972年Crane Russek & Company公司出版。排队位置数N可用下面的方程估计:
N=(T-1)*n
其中T是线路估计因子,n是平均人员配置水平。通过利用ASA的排队关系并了解满足性能指标所需的ASA,可以得出满足服务指标必须的呼叫负载率(λreq)。而该呼叫负载率可用于得出呼叫数R,如果能令人满意地确定性能指标被满足,那么呼叫数R就能够用根据下面的关系得到应在服务周期的剩余部分得出:
λreq=(NCOt-NCAt+R)/(t+τ)
其中NCOt是从服务周期开始经过时间t的当前子周期上提供的呼叫数,NCAt是到当前子周期为止放弃的呼叫数,τ是服务周期的剩余时间。
给定在TC处应用的呼叫负载率的先验分布及服务周期剩余时间(τ)所要求的呼叫数,则可基于呼叫按泊松过程到达的假设建立将在服务周期剩余时间达到的呼叫数的预计分布。该预计分布是一负二项式分布,在图1的模块106中用于计算接收至多R个呼叫的概率。见“Applied Statistical Decision Theory”一文的284、236和216页,作者H.Raiffa和R.Schlaifer,1961年哈佛商学院研究部出版。给定当前ASA,则接收最多R个电话的概率等于满足性能指标的概率。
然后由模块106得到的满足性能指标的概率在模块107中分别与警告和接受阈值Tlo和Thi比较。如果模块106计算出的Ps小于或等于阈值Tlo,模块107就产生警告状态,它又使模块108确定应从所考虑的ACD移走的呼叫数以实服务周期的性能目标。相似地,如果Ps等于或大于阈值Thi,模块107产生接受状态,它又使模块109确定可从其它ACD接受的呼叫数。
到目前为止已经描述的模块与前说明的Brown等人的专利所描述的模块在功能上是一致的。在构造的本发明实施例中,服务周期被选为30分钟,每个子周期为3分钟。已经发现具有3分钟长的子周期可平抑可能出现在短至40秒子周期中的Ps的瞬时波动。因此,在Brown等人的专利中,警告和接受阈值得由电话购物顾客对每个3分钟的子周期预限定和选择。根据本发明所述,警告和接受阈值Tlo和Thi由下文将要描述的模块根据电话购物顾客选择的他或她愿意忍受的错误警告和错误接受信号的多少来计算。
确定要转移的呼叫数(如果有)或可接受的呼叫数(如果有)之后,过程进行到图2中确定线路估计因子的201模块。在先有技术的系统中,这个因子通过研究过去的数据来选择约选为1.45。本发明的一个方面就是通过下文中将要结合图4更全面予以描述的过程在每个子周期中得到该因子。
确定了线路估计因子后,过程进行到判断模块202,在该模块确定当前子周期是否比本服务周期的最后一个子周期短。如果答案为是,即该过程不是在处理最后一个子周期,过程便进行到存储该子周期Ps值的模块203,并继续到图3的修改过程302,该过程与结合前面说明的Brown等人的专利的图6中描述的修改过程相同。简而言之,该修改过程确定在控制ACD间呼叫负载分布的呼叫处理逻辑中发出了那些变化和(或)在TC将要实现的劳动力人员配备水平的变化。如Brown等人的专利一样,所有由修改过程产生的改变建议作为输入传输至图3中外部系统接口模块303,模块303在电话购物体系管理者的工作站提供显示。如同Brown等人的专利一样,外部系统接口模块303还可按照要求将输出提供给IXC接口103和(或)劳动力人员预测员。
当图2中判断模块20检测到最后一个子周期时,过程进行到模块204,在此首先确定电话购物体系是否成功地实现其性能指标,即该服务周期的平均应答速度(ASA)是否等于或小于性能目标。然后成功或失败的指示便被置于每个子周期的存储表中与该子周期中得到的Ps值相应的位置。图5给出这样的表的直方图表示。图5所示的表是服务周期开始后360秒至540秒间这一个三分钟子周期。对每个子周期可以给出相似的表。在“成功”和“失败”表头下各栏中每个数字“1”代表一个事件,其中对于该子周期的Ps具有在包含该数字的行所示的概率范围内的一个概率。在实际过程中,每个数字“1”也产生一个指示作为其起始日期从而可使模块301定期清除早于一星期的任何存储信息。
然后过程进行到模块205,以根据模块204存储的信息计算Tlo的值。如图5的直方图所示,当Ps的值小于20%而系统却成功地满足了性能目标时,所考虑的子周期有6个事件。由于Ps值低于20%时,事件总数为20,所以产生错误警告的概率等于30%。因此,如果顾客要求产生错误警告的概率不大于30%,阈值Tlo可设定在20%。为确定满足顾客对产生错误警告的概率的不同要求的特定阈值,可在模块205中进行类似的计算。
接着过程进行到模块206,以根据模块204存储的信息计算Thi的值。又如图5的直方图所示,当Ps值大于70%而系统不能实现性能指标时,所考虑的子周期有3个事件。由于Ps值大于70%共有19个事件,产生错误警告的概率便等于15.8%(=3/19)。因而,如果顾客要求产生错误接受的概率不大于约16%,模块206将接受阈值Thi设置为70%。此外,模块206能进行相似的计算确定不同的Thi值以满足产生错误接受的不同概率值的要求。
然后过程进行到图3的模块301,在此存储模块205和206所确定的Tlo和Thi值。于是,在下个服务周期中图1的模块107就可以使用新值,并且过程会不断地重算Tlo和Thi的阈值、变化的条件也不断对其进行修改以满足顾客所选的产生错误警告和错误接受的概率要求。
最后,过程从模块301进行到修改过程302并按前面说明的Brown等人的专利所描述的方法继续下去。
确定线路估计因子的模块201的扩展在图4给出。线路估计因子T和参数k的初始值由图4的模块401中的存储内容得到。过程开始时,T被设为1.45,参数k在每次模块401开始时被设为1.00。接着过程在模块402对所有与当前子周期有关的过去的记录计算实际呼叫负载与基于线路估计因子T、T+k和T-k的估计呼叫负载之间的差。然后过程进行到图4的403模块,其中计算用每个线路估计因子T、T+k和T-k得到差值的均方差。于是,该子周期得到3个独立的均方差,每个在考虑的线路估计因子对应一个。
接下来模块404考虑是否对于线路估计因子的(T+k)或(T-k)值产生的均方差要小于T的值。如果是,则过程进行到判断模块407,然后在模块408中从T中减去k或在模块409中将k加到T(取产生的均方差较小者),随后过程返回到模块402。这样,线路估计因子的值便向可能实现新的差值计算中更小均方差的值副近。另一方面,如果在模块403中由当前值T产生了最小均方差,则判断模块404便将该过程引到将k值减半的模块405。如果新k值不小于0.000007629,判断模块406便使过程带着减小的k值返回到计算模块402。当k值小于模块406给出的数值时,这一计算均方差的反复过程便停止,过程转向模块412存储当前子周期T值。
最后,在模块410,利用该服务周期的每个子周期的T值计算T的平均值。模块411将T的平均值存放在存储器中,与图2的模块201有关的过程便结束了。
以上所描述的仅是说明本发明的一个实施例。本技术领域的技术人员可做许多修改而不背离本发明的精神和范围。例如,显然可以互换确定Tlo和Thi阈值的顺序而不改变过程的有效性。此外,本发明还可根据除ASA外的其它判据优化系统性能。本技术领域的技术人员还应清楚,图5直方图中所用概率值的范围可以比上述实施例所用的5%的间隔更大或更小。
Claims (8)
1、在管理电话购物体系的系统中,其中对服务周期的每个子周期计算当服务周期结束时电话购物体系的自动呼叫分配器实现预定性能指标的概率,而且该管理系统包括将计算出的概率与转移呼叫的阈值和接受呼叫的阈值进行比较的装置,该组合包括用于保持实现服务周期内每个子周期的性能指标成功和失败的记录的装置,和响应所述记录保持装置、产生所述服务周期内每个子周期转移呼叫的阈值和接受呼叫阈值的装置
2、根据权利要求1所述的组合中,其中响应所述记录保持装置的装置包括用于根据预选的产生错误警告转移呼叫的概率而产生所述转移呼叫阈值的装置,和用于根据预选的产生错误接受信号的概率来产生所述接受呼叫阈值的装置。
3、管理电话购物体系的系统包括多个用来接收接入所述电话购物体系的呼叫的自动呼叫分配器(ACD),所述管理系统包括从所述ACD获得和存储数据的装置,响应所述获得和存储装置计算服务周期结束时所述电话购物体系中每个ACD实现性能指标的概率的装置,在所述服务周期的每个子周期中,如果计算的概率小于或等于转移的呼叫阈值时产生警告状态而计算的概率大于或等于接受呼叫阈值产生接受状态的装置,响应所述产生装置来确定从每个所述ACD移走的呼叫数目的装置,响应所述产生装置来确定每个所述ACD可接受的呼叫数的装置,响应移走的呼叫数和接收的呼叫数来确定所述ACD间呼叫负载分布上变化的装置,以及用于显示所述ACD间呼叫负载分布变化的装置,该系统的特征为确定变化的装置包括保持对每个子周期所计算的概率和服务周期内系统性能指标是成功还是失败的记录的装置和响应所述记录保持装置对每个子周期产生转移呼叫阈值和接受呼叫阈值的装置。
4、根据权利要求3所述的管理电话购物体系的系统,其中所述响应记录保持装置的装置包括根据预选的产生一个要转移的错误警告的概率来产生转移呼叫阈值的装置和根据预选的产生错误接受信号的概率来产生所述接受呼叫阈值的装置。
5、根据权利要求3所述的电话购物体系管理系统,其中确定变化的装置还包括产生线路估计因子的装置。
6、根据权利要求5所述的系统,其中所述产生线路估计因子的装置包括在每个子周期中计算实际呼叫负载与估计呼叫负载间差值的装置和在所述每个子周期的预定数目过去的时间中计算所述差值的均方差的装置。
7、管理具有自动呼叫分配器和收集在服务周期的每个子周期中与所述自动呼叫分配器有关的数据的装置的电话购物体系的方法包括步骤:在所述服务周期结束时确定在具有每个自动呼叫分配器的每个子周期中实现性能指标概率,将所述概率与转移呼叫阈值和接受呼叫阈值进行比较,根据与所述阈值的比较确定应转移的呼叫数和可接受的呼叫数,存储在所述服务周期内的每个子周期实现所述性能指标的成功或失败的记录以及有关概率,和根据所述成功或失败的记录计算所述转移呼叫阈值和接受呼叫阈值。
8、根据权利要求7所述的管理电话购物体系的方法,其中该方法还包括确定所述每个自动呼叫分配的线路估计因子的步骤,该因子可用于估计每个所述自动呼叫分配器的呼叫负载。
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US146662 | 1993-11-01 | ||
US08/146,662 US5390243A (en) | 1993-11-01 | 1993-11-01 | Telemarketing complex with automatic threshold levels |
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CN1112757A true CN1112757A (zh) | 1995-11-29 |
CN1074627C CN1074627C (zh) | 2001-11-07 |
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EP (1) | EP0651549A1 (zh) |
JP (1) | JP3766700B2 (zh) |
CN (1) | CN1074627C (zh) |
CA (1) | CA2128580C (zh) |
SG (1) | SG45169A1 (zh) |
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1993
- 1993-11-01 US US08/146,662 patent/US5390243A/en not_active Expired - Lifetime
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1994
- 1994-07-21 CA CA002128580A patent/CA2128580C/en not_active Expired - Fee Related
- 1994-10-19 SG SG1996000924A patent/SG45169A1/en unknown
- 1994-10-19 EP EP94307655A patent/EP0651549A1/en not_active Withdrawn
- 1994-10-27 CN CN94117614A patent/CN1074627C/zh not_active Expired - Fee Related
- 1994-10-28 JP JP28722694A patent/JP3766700B2/ja not_active Expired - Lifetime
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SG45169A1 (en) | 1998-01-16 |
CA2128580A1 (en) | 1995-05-02 |
JP3766700B2 (ja) | 2006-04-12 |
CA2128580C (en) | 1998-08-18 |
JPH07193661A (ja) | 1995-07-28 |
CN1074627C (zh) | 2001-11-07 |
US5390243A (en) | 1995-02-14 |
EP0651549A1 (en) | 1995-05-03 |
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