CN1219318A - 呼叫排队与分配 - Google Patents

呼叫排队与分配 Download PDF

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Publication number
CN1219318A
CN1219318A CN97194709.0A CN97194709A CN1219318A CN 1219318 A CN1219318 A CN 1219318A CN 97194709 A CN97194709 A CN 97194709A CN 1219318 A CN1219318 A CN 1219318A
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CN
China
Prior art keywords
resource
call
combination
value
resources
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.)
Pending
Application number
CN97194709.0A
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English (en)
Chinese (zh)
Inventor
D·R·唐纳利
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.)
British Telecommunications PLC
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British Telecommunications PLC
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
Application filed by British Telecommunications PLC filed Critical British Telecommunications PLC
Publication of CN1219318A publication Critical patent/CN1219318A/zh
Pending legal-status Critical Current

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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
    • 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
    • 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
    • H04M3/5238—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

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  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Exchange Systems With Centralized Control (AREA)
  • Acyclic And Carbocyclic Compounds In Medicinal Compositions (AREA)
CN97194709.0A 1996-03-26 1997-03-25 呼叫排队与分配 Pending CN1219318A (zh)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
GB9606298.9 1996-03-26
GBGB9606298.9A GB9606298D0 (en) 1996-03-26 1996-03-26 Call queuing and distribution

Publications (1)

Publication Number Publication Date
CN1219318A true CN1219318A (zh) 1999-06-09

Family

ID=10791007

Family Applications (1)

Application Number Title Priority Date Filing Date
CN97194709.0A Pending CN1219318A (zh) 1996-03-26 1997-03-25 呼叫排队与分配

Country Status (10)

Country Link
US (1) US5864617A (enExample)
EP (1) EP0890253B1 (enExample)
JP (1) JP2000507420A (enExample)
CN (1) CN1219318A (enExample)
AU (1) AU712671B2 (enExample)
CA (1) CA2249445C (enExample)
DE (1) DE69730320T2 (enExample)
GB (1) GB9606298D0 (enExample)
NZ (1) NZ331897A (enExample)
WO (1) WO1997036414A1 (enExample)

Cited By (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN103647885A (zh) * 2013-12-31 2014-03-19 上海大学 多属性的智能车载呼叫中心排队方法
CN103685780A (zh) * 2012-09-26 2014-03-26 深圳市赛格导航科技股份有限公司 一种车台警情处理的方法
CN108780533A (zh) * 2016-06-08 2018-11-09 欧洲阿菲尼帝科技有限责任公司 用于在联系中心系统中对绩效进行基准测试的技术
CN114067483A (zh) * 2021-11-23 2022-02-18 中国工商银行股份有限公司 智能排队叫号方法、装置、电子设备及介质

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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
US9787841B2 (en) 2008-01-28 2017-10-10 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing 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
US9774740B2 (en) 2008-01-28 2017-09-26 Afiniti Europe Technologies Limited Techniques for benchmarking pairing strategies 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
US10708431B2 (en) 2008-01-28 2020-07-07 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing in a contact center system
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
US9781269B2 (en) 2008-01-28 2017-10-03 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing 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
US20120101867A1 (en) * 2010-10-25 2012-04-26 Zgardovski Stanislav V System for Automatic Assignment of Agents in Inbound and Outbound Campaigns
US9172807B2 (en) * 2011-09-11 2015-10-27 ZenDesk, Inc. Techniques for customer relationship management
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
US20150206092A1 (en) * 2014-01-21 2015-07-23 Avaya, Inc. Identification of multi-channel connections to predict estimated wait time
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JP6648277B2 (ja) 2015-12-01 2020-02-14 アフィニティ ヨーロッパ テクノロジーズ リミテッド 事例分配のための技法
EP3806440A1 (en) * 2015-12-01 2021-04-14 Afiniti Europe Technologies Limited Techniques for hybrid behavioral pairing in a contact center system
MX2018006546A (es) * 2015-12-01 2018-08-01 Afiniti Europe Tech Ltd Tecnicas para emparejamiento hibrido de comportamiento en un sistema de centro de contactos.
US9930180B1 (en) 2017-04-28 2018-03-27 Afiniti, Ltd. Techniques for behavioral pairing in a contact center system
US10623565B2 (en) 2018-02-09 2020-04-14 Afiniti Europe Technologies Limited Techniques for behavioral pairing in a contact center system
US11250359B2 (en) 2018-05-30 2022-02-15 Afiniti, Ltd. Techniques for workforce management in a task assignment system
US10496438B1 (en) 2018-09-28 2019-12-03 Afiniti, Ltd. Techniques for adapting behavioral pairing to runtime conditions in a task assignment system
US10867263B2 (en) 2018-12-04 2020-12-15 Afiniti, Ltd. Techniques for behavioral pairing in a multistage task assignment system
US11144344B2 (en) 2019-01-17 2021-10-12 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
US10757261B1 (en) 2019-08-12 2020-08-25 Afiniti, Ltd. Techniques for pairing contacts and agents in a contact center system
US11445062B2 (en) 2019-08-26 2022-09-13 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
US10757262B1 (en) 2019-09-19 2020-08-25 Afiniti, Ltd. Techniques for decisioning behavioral pairing in a task assignment system
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EP4088186B1 (en) 2020-02-04 2025-04-16 Afiniti AI Limited Techniques for error handling in a task assignment system with an external pairing system
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KR102837174B1 (ko) 2020-02-05 2025-07-22 아피니티, 엘티디. 외부 페어링 시스템과 태스크 할당 시스템 간에 태스크들을 할당하는 제어를 내부 페어링 시스템과 공유하기 위한 기술들
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Cited By (8)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN103685780A (zh) * 2012-09-26 2014-03-26 深圳市赛格导航科技股份有限公司 一种车台警情处理的方法
CN103685780B (zh) * 2012-09-26 2016-12-21 深圳市赛格导航科技股份有限公司 一种车台警情处理的方法
CN103647885A (zh) * 2013-12-31 2014-03-19 上海大学 多属性的智能车载呼叫中心排队方法
CN103647885B (zh) * 2013-12-31 2016-03-30 上海大学 多属性的智能车载呼叫中心排队方法
CN108780533A (zh) * 2016-06-08 2018-11-09 欧洲阿菲尼帝科技有限责任公司 用于在联系中心系统中对绩效进行基准测试的技术
CN108780533B (zh) * 2016-06-08 2021-01-26 欧洲阿菲尼帝科技有限责任公司 用于在联系中心系统中对绩效进行基准测试的技术
CN114067483A (zh) * 2021-11-23 2022-02-18 中国工商银行股份有限公司 智能排队叫号方法、装置、电子设备及介质
CN114067483B (zh) * 2021-11-23 2024-05-31 中国工商银行股份有限公司 智能排队叫号方法、装置、电子设备及介质

Also Published As

Publication number Publication date
US5864617A (en) 1999-01-26
AU2167897A (en) 1997-10-17
NZ331897A (en) 2000-06-23
JP2000507420A (ja) 2000-06-13
AU712671B2 (en) 1999-11-11
EP0890253A1 (en) 1999-01-13
CA2249445A1 (en) 1997-10-02
DE69730320T2 (de) 2005-08-11
CA2249445C (en) 2000-02-29
EP0890253B1 (en) 2004-08-18
GB9606298D0 (en) 1996-05-29
DE69730320D1 (de) 2004-09-23
WO1997036414A1 (en) 1997-10-02

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