CN1268851A - 改善的基于技能的呼叫路由 - Google Patents
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Abstract
提供一种由自动呼叫分配器将多个代理分配给输入呼叫的方法和设备。该方法包括步骤:定义多个处理由自动呼叫分配器接收的呼叫的代理群,并根据至少某些代理的技术水平和该代理群的要求条件,将多个代理中的此至少一部份代理分配给多个代理群中的一个代理群。该方法还包括步骤:根据该代理群所要求的条件以及代理空闲时间将呼叫传送给该代理群中的该至少一部份代理,监视该代理的呼叫载荷,并根据所监视的载荷调整该代理群的该至少一部份代理的数量。
Description
本发明是关于电话系统,尤其是关于使用专用网络的自动呼叫分配器(ACD)。
自动呼叫分配器系统是众所周知的,这种系统典型地用于一个组织中,在该组织的多个代理群中分配电话呼叫,代理们一般地被分成群以便服务于该组织中的特定的呼叫目标。
通常该组织将单个的电话号码给它的客户及一般的公众,作为与该组织联系的方式。随着呼叫被从PSTN(公众电话交换网)指向到该组织,该自动呼叫分配器系统根据一定的算法将该呼叫指向到其代理,一般地是根据其可用性。例如,在代理平等的地方,自动呼叫分配器可根据哪一个代理位置(电话)是最长时间地空闲来分配该呼叫。
在其它系统中,在对于呼叫处理的技术被认为是有必要的场合,一个呼叫可被导向到对于所考虑的呼叫被认为是技术最熟练的代理或代理群。在这些系统中,要经常维护客户记录的数据库,客户通过如自动号码标识符(ANI)这样的特征标识给该自动呼叫分配器和数据库。
为了给该自动呼叫分配器配置人员,一个组织经常依赖于到各个呼叫目标的输入呼叫的历史水平(以尔朗为单位)。该自动呼叫分配器的管理人员可检查该历史呼叫的负荷记录,并根据最近的呼叫历史(如最近一周或一月)增加或减少该历史负荷的比例,并根据这些计算来评估人员配置水平。有时,有些组织依赖于某些商业上可用的预测软件(如负荷管理软件包),它能根据历史信息计算每天的人员配置水平。
一旦估测了每天的人员配置水平,就根据这些预测来协调代理。在涉及多于一个组织呼叫目标时(如销售代理、服务代理、消耗代理、及活动代理),要求不同的代理技术,根据对每一群的一个尔朗的预测,单独地为每一群配置人员。
作为配置各个群的另一种方式,某些系统将所有的代理编制在一个群里,并为每一个代理分配一个技术额定值。然后根据该代理的技术额定值为其分配呼叫以便处理该类型的呼叫。
例如,在使用单个群时,一个自动呼叫分配器经常查找并分配该呼叫给最有资格的代理。但是其些代理比起其它代理来可能更有资格。因为在资格上的差异,某些代理可能比其它代理接收到更多的呼叫,于是导致了不平等的工作负荷。
而且,在把代理编制在一群时,对于任一群的一尔朗速率变得不相当。例如,利用一个公共群的好处是均衡的经济性,而两个各自要求10个代理的分立的群的每个一般仅要求代理公共池中的18个代理。
而且,即便是呼叫管理中心知道有多少个代理正在服务于一个特定的呼叫目标是有可能的话,也是很困难的。由于确定代理负荷的困难,在一个共享的代理环境中规划人员配置要求也将是困难的。
当把所有的代理编制在一个群里时,人员配置估计必须基于作为一个整体的该组织的一尔朗的速率。把一个组织作为一个整体来进行人员配置估计会出现很大的错误。因为通过自动呼叫分配器处理呼叫的重要性,存在着一种分配代理的方法的需要,它要比各个群的方法更灵活,但仍然是根据各个呼叫群的尔朗率的估计进行人员配置。
本发明提供了一种方法和设备,用于通过自动呼叫分配器将多个代理分配给输入呼叫。该方法包括步骤:定义多个处理由自动呼叫分配器接收的呼叫的代理群,并根据至少某些代理的技术水平和该代理群的要求条件,将多个代理中的此至少一部份代理分配给多个代理群中的一个代理群。该方法还包括步骤:根据该代理群所要求的条件以及代理空闲时间将呼叫传送给该代理群中的该至少一部份代理,监视该代理的呼叫载荷,并根据所监视的载荷调整该代理群的该至少一部份代理的数量。
图1是按照本发明的一个实施例的自动呼叫分配器的功能图;
图2描述了图1系统所用的延迟特性;
图3描述了由图1系统使用的呼叫处理设备;
图4描述了由图1系统使用的另外一个呼叫处理设备;
图5描述了由图1的系统所使用的另一个呼叫处理设备。
图1是根据本发明所示的实施例利用基于技能的呼叫路由的自动呼叫分配器系统10的功能图。在该实施例中自动呼叫分配器18可通过多条干线从PSTN 16接收自动呼叫分配器18的客户12、14的呼叫。随着该呼叫,自动呼叫分配器18还可从PSTN 18接收有关该呼叫的信息。例如,自动呼叫分配器18可从运行在PSTN 16内的自动号码标识(ANI)服务接收呼叫者的标识符。自动呼叫分配器18还可通过所拨号码标识(DNIS)服务接收有关所拨号码的信息,可从PSTN 16接收直接拨入(DID)信息。
根据从PSTN 16上接收的信息,自动呼叫分配器18可以路由该呼叫。例如,自动呼叫分配器10可由一个部门商店拥有或操作。各个呼叫目标可能包括妇女衣服、男人的衣服、工作鞋、家用器具、设备、电子装置、家具、工具、汽车和花园。其它呼叫目标可包括销售目录或针对其它呼叫目标的技术支持。
在所示的实施例中,对每一个代理在服务于针对每一个具体类型的呼叫目标的呼叫方面的熟练程度进行评估并分配一个技能值。一个代理在服务于每一个呼叫类型(工作类型)方面分配一个技能值,可以表示为0.0-1.0间的值(即,0表示不掌握)。
对于每一个代理的针对每一个工作类型的技能值,可以生成一个代理技能矩阵。在每一个代理技能矩阵内,一列表示为每个工作类型。技能矩阵的每个工作类型可包含一个代理清单,具有最高技能代理列在最前面,并按照技能值降低的顺序排列其它代理。可预料到该矩阵将会不定期地改变。
在所示的实施例内,每个代理将会给一个号码等级(如1,2,3等),作为指示处理工作类型方面的责任。(1)的号码等级指示最高的责任,(2)是次高,而0表示不负有任何责任,并将该代理排除在处理该工作类型的呼叫之外。一个代理仅对于一个工作类型可以具有等级1;在更低的责任等级方面没有这样的限制。总的来说,具有更高的技能值的代理应对每一个工作类型具有更高的责任,但这也不是必须的。
最初,针对该呼叫的工作类型,一个呼叫仅由具有责任等级1的代理来处理。这种要求可以根据延迟特性(如图2)赋与等级2、3等而得到缓和。
针对每个工作类型所要求的代理的数量可从历史工作载荷以及尔朗表中预测或从人力管理包(force management package)中预测。例如,对于某一个特定的工作类型的呼叫负荷的先前历史可从一个存档中检索出,根据最新的历史该负荷可按某一个因数增长以取得对每个呼叫类型所要求的代理数量的初始估计。
为标识初始估计中未填充的人员位置的代理,CPU 17执行“逐级代理设计”。在该代理图的每一步,CPU 17选择具有最高百分比的未填充人员位置的工作类型,CPU 17然后检查代理技能矩阵,查找针对该工作类型具有最高技能等级的代理并行选择他。CPU 17然后将该代理分配为针对该工作类型的初级级别责任(等级=1),并在代理清单中标记对该代理的这次分配。CPU 17重复这一过程直到所有未填充人员位置都被填充。
在该过程的末尾,针对该技能矩阵的任何特定工作类型的在清单顶层部份的代理将主要分配给该工作类型。在清单中余下的代理将作为针对该工作类型的次级代理的侯选。(这些剩余代理一般地在其它工作类型中作为初级分配)。
在不存在严格的人员问题的情况下(对于技能的代理不够),在代理矩阵中所列出的代理在某些特定的工作类型中将被给以一个初级分配。这样,该代理矩阵包括(除初级代理之外)针对某一工作类型的潜在的次级代理的清单,它们是按照针对该工作类型的技能水平排序的。
上述的过程有很多的优点。首先,初级分配将不再考虑此代理,也就是,一个代理仅对一个工作类型给予一个初级责任。
而且,该过程确保代理的技能公正地分配到所有工作类型,而每一个工作类型又是由最熟练代理来服务的。通过根据空闲时间来分配代理,在整个工作类型内,代理的使用是均匀的。
仅当呼叫负荷针对一个群提出要求时才进行次级分配。特别地,相对于最初的(或稍后的)负荷估计的某特定呼叫类型的到达速率的增加将会触发次级分配。
可由很多方法来检测对次级分配的需要。例如,在一个呼叫队列中一个呼叫者所用的时间的长度就可以作为呼叫负荷的尺度。但是,由于在一短时间后呼叫者可能会因泄气而挂断电话,因此这并不是可用的唯一测量尺度。
另外一个呼叫负荷的简单测量是根据每个时间周期内指向到该呼叫类型的呼叫次数。使用众所周知的尔朗计算技术,可以将其转换成所要求的专职代理的数量。在所计算的专职代理的数量和可用的初级代理间的差别可以显示在监视者终端20上。该监视者可以确保所显示的差别(通过触发一个’ENTER’键),并且CPU 17可能根据该差别分配次级代理,监视者也可以在触发ENTER键后,根据某些群对象变更所显示的差别。
一旦次级代理被分配给了一个工作类型,图2的延迟特性就可以用作为分配次级代理(等级=2)的一个呼叫的条件。如图所示,在队列中时间小于20秒的地方,呼叫并不分配给次级代理。而在队列中时间超过20秒的地方,队列中具有最长时间的呼叫将被分配给次级代理。而在队列中时间超过40秒的地方,呼叫可被分配给第三级代理。
图3显示了位于自动呼叫分配器18内、用于路由不同工作类型的呼叫的设备。如所示,到达第一干线群30的呼叫可被指向到目录销售,而到达第二干线群32的呼叫可被指向到客户支持。来自这些干线源的呼叫将最终由技能路由模块52分配给代理。
如所示,从干线群30、32接收的呼叫可被指向到路由真迹电报(telescript)36、40。作为输入提供给路由真迹电报36、40的是一个路由类别。该路由类别34、42可以从随着来自PSTN的呼叫一同传递给自动呼叫分配器18的信息中获取,该路由类别可以由ANI信息、拨号标识服务(DNIS)或直接拨入(DID)信息或是与该干线群相关的缺省信息来决断。在其它事务中,该路由类别建议采用应用48、50来处理该呼叫,路由类别信息也可以从主机计算机上的CTI服务器38来获取。因为应用44、46将与一个工作类型相关联,该路由类别间接地声明了该工作类型。
应用44、46根据时间日或时间周判断真迹电报48、50来处理该呼叫。在某些情况下,真迹电报可以激发一个自动话务员54(图4)来确定该呼叫者所期望的呼叫目标(如,工作类型)。
自动话务员54的功能是从一个呼叫者那里信息,该自动话务员可以首先向呼叫者提供一系列选项,该呼叫者可以通过按电话上的与一个选项相关的一个按钮来应答。相应地,该呼叫者也可以提供一个自动应答,该自动应答是通过自动话务员54的语音识别特性来编码的。
该自动话务员可根据路由信息(如路由类别)和由该自动话务员所收集到的信息将该呼叫路由给相应的应用56、58、60。这样,工作类型和任何其它由该自动话务员收集的信息就可以作为输入提供给应用56、58、60。特别地,该延迟特性可以与应用56、58、60相关联。
应用56、58、60的作用是根据与该呼叫相关的信息选择该工作类型。另一方面,应用真迹电报62、64、66作用是根据来自应用56、58、60的指令路由该呼叫。例如,一个工作类型可以本地处理,而另一个工作类型可以从另外的位置处来处理。该应用真迹电报62、64、66作用是相应地路由该呼叫。
根据该应用真迹电报62、64、66,该呼叫与该工作类型一起路由给技能路由模块52。在该技能路由模块52内,该呼叫被分配给针对该工作类型具有初级责任的第一可用代理22、24、26。
除了代理选择,该技能路由模块52也可具有功能:维持针对输入呼叫的呼叫队列。技能路由模块52可根据来自应用56、58、60的关于该呼叫的延迟特性的信息分配初级或次级代理。
当传送呼叫时,如果一个代理22、24、26是可用的,技能路由模块在接收到时根据其工作类型将该呼叫分配给一个初级代理。可根据哪一个代理的空闲时间最长来选择初级代理22、24、26。
如果针对该工作类型的初级代理(等级=1)22、24、26是不可用的,则技能路由模块52可把呼叫放置在队列中。当呼叫在队列中等待时,技能路由模块52将周期性检查初级代理的状态以便找出一个可用的代理。技能路由模块52将跟踪每个呼叫已在队列中等待的时间,并将该时间与针对该呼叫的延迟特性进行比较,当队列中的时间超过阈值时限时,技能路由模块52把该呼叫分配给一个次级(或更高级)的代理。
当一个代理变得可用时,并且呼叫已经在排队时,技能路由模块52将试图将该代理与该呼叫进行匹配。只要此时该代理具有该呼叫所要求的责任等级,代理的责任是最高的(或等级最低的)呼叫将被选择。如果在最高等级上没有找到代理,则依次考虑次级、第三级等。如果以此方式没有找到针对该代理的呼叫,则该代理将被放到可用的代理队列中。
表I提供一个例子,用于说明上述描述的基于技能的路由系统。如所示,表I包括四个工作类型:1)衣物,2)家具,3)硬件,4)汽车。该表针对每一种工作类型列出处理一个呼叫的平均时间(以秒为单位)、每小时的呼叫、工作负荷(以尔朗为单位)以及所要求的代理数量。所要求的方法可由尔朗方法导出。
表I
应用人员要求
应用 | 处理时间(秒) | 每小时呼叫 | 工作负荷,尔朗 | 所要求代理 |
1衣物 | 360 | 118 | 11.8 | 16 |
2家具 | 300 | 100 | 8.3 | 12 |
3更件 | 240 | 100 | 6.7 | 10 |
4汽车 | 420 | 45 | 5.3 | 8 |
在表II中示出了代理技能矩阵
表II
代理技能矩阵
代理 | 应用1衣物 | 应用2家具 | 应用3硬件 | 应用4汽车 |
1.Amy 0.6 0.9 0.9 0.82.Bill 0.7 0.6 0.0 0.83.Claire 0.9 0.5 0.9 0.04.Doug 0.8 0.8 0.6 0.95.Elizabeth 0.8 0.7 0.6 0.96.Frank 0.8 0.0 0.9 0.77.Gail 0.5 0.5 0.0 0.98.Harry 0.8 0.7 0.0 0.89.Irene 0.0 0.8 0.7 0.010.Jack 0.6 0.6 0.8 0.611.Kelly 0.5 0.9 0.0 0.012.Larry 0.8 0.5 0.0 0.913.Monica 0.7 0.0 0.6 0.814.Ned 0.6 0.7 0.6 0.915.Oliver 0.6 0.6 0.6 0.016.Paul 0.8 0.0 0.6 0.917.Quentin 0.0 0.7 0.9 0.718.Ruth 0.7 0.6 0.8 0.819.Sam 0.5 0.0 0.0 0.520.Theresa 0.7 0.7 0.0 0.521.George 0.7 0.6 0.7 0.622.Violet 0.8 0.7 0.6 0.023.Walt 0.8 0.5 0.9 0.724.Zoё 0.6 0.8 0.9 0.925.Yvonne 0.6 0.0 0.6 0.026.Bob 0.5 0.5 0.0 0.627.Alfred 0.6 0.9 0.0 0.028.Betty 0.8 0.8 0.8 0.929.Carl 0.6 0.9 0.6 0.630.Donna 0.9 0.9 0.7 0.631.Erwin 0.8 0.6 0.9 0.532.Frances 0.8 0.6 0.5 0.933.Gwen 0.7 0.9 0.9 0.634.Harris 0.7 0.8 0.6 0.335.Ivan 0.5 0.8 0.8 0.536.Julie 0.9 0.9 0.6 0.037.Kim 0.9 0.5 0.5 0.538.Luke 0.7 0.5 0.7 0.939.Mike 0.0 0.9 0.0 0.940.Nancy 0.0 0.5 0.9 0.041.Oscar 0.6 0.6 0.9 0.8 |
42.Patty 0.6 0.0 0.9 0.043.Robin 0.5 0.8 0.7 0.844.Sarah 0.7 0.5 0.9 0.545.Tom 0.5 0.5 0.7 0.846.Dave 0.0 0.5 0.5 0.9 |
在表III中,代理技能矩阵中的代理已被按照他们对每个工作类型的技能进行了排序。
表III
在代理设计前的按照技能顺序列出的代理
应用 1代理 技能 | 应用 2代理 技能 | 应用 3代理 技能 | 应用 4代理 技能 |
3 Claire 0.9 1 Amy 0.9 1 Amy 0.9 4 Doug 0.930 Donna 0.9 11Kelly 0.9 3 Claire 0.9 5 Elizabeth 0.936 Julie 0.9 27Alfred 0.9 6 Frank 0.9 7 Gail 0.937 Kim 0.9 29Carl 0.9 17 Quentin0.9 12 Larry 0.94 Doug 0.8 30Donna 0.9 23 Walt 0.9 14 Ned 0.95 Elizabeth 0.8 33Gwen 0.9 24 Zoё 0.9 16 Paul 0.96 Frank 0.8 36Julie 0.9 31 Erwin 0.9 24 Zoё 0.98 Harry 0.8 39Mike 0.9 33 Gwen 0.9 28 Betty 0.912 Larry 0.8 4 Doug 0.8 40 Nancy 0.9 32 Frances 0.916 Paul 0.8 9 Irene 0.8 41 Oscar 0.9 38 Luke 0.922 Violet 0.8 24 Zoё 0.8 42 Patty 0.9 39 Mike 0.923 Walt 0.8 28Betty 0.8 44 Sarah 0.9 46 Dave 0.928 Betty 0.8 34Harris 0.8 10 Jack 0.8 1 Amy 0.831 Erwin 0.8 35Ivan 0.8 18 Ruth 0.8 2 Bill 0.832 Frances 0.8 43Robin 0.8 28 Betty 0.8 8 Harry 0.82 Bill 0.7 5Elizabeth0.7 35 Ivan 0.8 13 Monica 0.813 Monica 0.7 8 Harry 0.7 9 Irene 0.7 18 Ruth 0.818 Ruth 0.7 14Ned 0.7 21 George 0.7 41 Oscar 0.820 Theresa 0.7 17Quentin 0.7 30 Donna 0.7 43 Robin 0.821 George 0.7 20Theresa 0.7 38 Luke 0.7 45 Tom 0.733 Gwen 0.7 22Violet 0.7 43 Robin 0.7 6 Frank 0.734 Harris 0.7 2 Bill 0.6 45 Tom 0.7 17 Quentin 0.738 Luke 0.7 10Jack 0.6 4 Doug 0.6 23 Walt 0.71 Amy 0.6 18Ruth 0.6 13 Moncia 0.6 21 George 0.610 Jack 0.6 21George 0.6 14 Ned 0.6 26 Bob 0.614 Ned 0.6 31Erwin 0.6 15 Oliver 0.6 29 Carl 0.615 Oliver 0.6 32Frances 0.6 16 Paul 0.6 30 Donna 0.6 |
24 Zoё 0.6 41 Oscar 0.6 22 Violet 0.6 33 Gwen 0.625 Yvonne 0.6 3 Claire 0.5 25 Yvonne 0.6 34 Harris 0.625 Yvonne 0.6 3 Claire 0.5 25 Yvonne 0.6 34 Harris 0.627 Alfred 0.6 7 Gail 0.5 29 Carl 0.6 19 Sam 0.529 Carl 0.6 12 Larry 0.5 34 Harris 0.6 20 Theresa 0.541 Oscar 0.6 23 Walt 0.5 36 Julie 0.6 31 Erwin 0.542 Patty 0.6 26 Bob 0.5 32 Frances 0.5 35 Ivan 0.57 Gail 0.5 37 Kim 0.5 37 Kim 0.5 37 Kim 0.511 Kelly 0.5 38 Luke 0.5 46 Dave 0.5 44 Sarah 0.519 Sam 0.5 40 Nancy 0.526 Bob 0.5 44 Sarah 0.535 Ivan 0.5 45 Tom 0.543 Robin 0.5 46 Dave 0.545 Tom 0.5 |
在表IV中给了了代理设计的结果。如表IV中所示,基于对表I中所供求的代理的估计,针对第一工作类型(衣物)有16个代理被分配作为初级代理(即,等级=1),12个代理被作为次级群,10个代理为第三级,8个为第四级。
表IV
代理设计结果(初级代理分配)
应用 1 应用 2 应用 3 应用 4代理 技能 代理 技能 代理 技能 代理 技能 |
3 Claire 0.9 1 Amy 0.9 6 Frank 0.9 4 Doug 0.930 Donna 0.9 11 Kelly 0.9 17 Quentin 0.9 5 Elizabeth 0.936 Julie 0.9 27 Alfred 0.9 23 Walt 0.9 7 Gail 0.937 Kim 0.9 29 Carl 0.9 24 Zoё 0.9 14 Ned 0.98 Harry 0.8 33 Gwen 0.9 31 Erwin 0.9 32 Frances 0.912 Larry 0.8 39 Mike 0.9 40 Nancy 0.9 38 Luke 0.916 Paul 0.8 9 Irene 0.8 41 Oscar 0.9 46 Dave 0.922 Violet 0.8 34 Harris 0.8 42 Patty 0.9 45 Tom 0.828 Betty 0.8 35 Ivan 0.8 44 Sarah 0.92 Bill 0.7 43 Robin 0.8 25 Yvonne 0.613 Monica 0.7 10 Jack 0.618 Ruth 0.7 26 Bob 0.520 Theresa 0.721 George 0.715 Oliver 0.619 Sam 0.5 |
表V表示在该设计后在代理技能矩阵中所剩下的代理,这些代理作为侯选保特可用,因为可能会产生次级责任的需要。标注“Pri”的一列表示针对每个代理初级责任。
表V
在代理设计后所剩下的代理
*Pri:代理的初级分配
应用1 | 应用2 | 应用3 | 应用4 | ||||||||
代理 | 技能 | Pri* | 代理 | 技能 | Pri* | 代理 | 技能 | Pri* | 代理 | 技能 | Pri* |
4 Doug | 0.8 | 4 | 30 Donna | 0.9 | 1 | 1 Amy | 0.9 | 2 | 12 Lany | 0.9 | 1 |
5 Elizabeth | 0.8 | 4 | 36 Julie | 0.9 | 1 | 3 Claire | 0.9 | 1 | 16 Paul | 0.9 | 1 |
6 Frank | 0.8 | 3 | 4 Doug | 0.8 | 4 | 33 Gwen | 0.9 | 2 | 24 Zoё | 0.9 | 3 |
23 Walt | 0.8 | 3 | 24 Zoё | 0.8 | 3 | 10 Jack | 0.8 | 2 | 28 Betty | 0.9 | 1 |
31 Erwin | 0.8 | 3 | 28 Betty | 0.8 | 1 | 18 Ruth | 0.8 | 1 | 39 Mike | 0.9 | 2 |
32 Franoes | 0.8 | 4 | 5 Elizabeth | 0.7 | 4 | 28 Betty | 0.8 | 1 | 1 Amy | 0.8 | 2 |
33 Gwen | 0.7 | 2 | 8 Harry | 0.7 | 1 | 35 Ivan | 0.8 | 2 | 2 Bill | 0.8 | 1 |
34 Harris | 0.7 | 2 | 14 Ned | 0.7 | 4 | 9 Irene | 0.7 | 2 | 8 Harry | 0.8 | 1 |
38 Luke | 0.7 | 4 | 17 Quentin | 0.7 | 3 | 21 George | 0.7 | 1 | 13 Monica | 0.8 | 1 |
44 Sarah | 0.7 | 3 | 20 Theresa | 0.7 | 1 | 30 Donna | 0.7 | 1 | 18 Ruth | 0.8 | 1 |
1 Amy | 0.6 | 2 | 22 Violet | 0.7 | 1 | 38 Luke | 0.7 | 4 | 41 Oscar | 0.8 | 3 |
10 Jack | 0.6 | 2 | 2 Bill | 0.6 | 1 | 43 Robin | 0.7 | 2 | 43 Robin | 0.8 | 2 |
14 Ned | 0.6 | 4 | 15 Oliver | 0.6 | 1 | 45 Tom | 0.7 | 4 | 6 Frank | 0.7 | 3 |
24 Zoё | 0.6 | 3 | 18 Ruth | 0.6 | 1 | 4 Doug | 0.6 | 4 | 17 Quentin | 0.7 | 3 |
25 Yvonne | 0.6 | 3 | 21 George | 0.6 | 1 | 5 Elizabeth | 0.6 | 4 | 23 Walt | 0.7 | 3 |
27 Altied | 0.6 | 2 | 31 Erwin | 0.6 | 3 | 13 Monica | 0.6 | 1 | 10 Jack | 0.6 | 2 |
29 Cad | 0.6 | 2 | 32 Frances | 0.6 | 4 | 14 Ned | 0.6 | 4 | 21 George | 0.6 | 1 |
41 Oscar | 0.6 | 3 | 41 Oscar | 0.6 | 3 | 15 Oliver | 0.6 | 1 | 26 Bob | 0.6 | 2 |
42 Patty | 0.6 | 3 | 3 Claire | 0.5 | 1 | 16 Paul | 0.6 | 1 | 29 Carl | 0.6 | 2 |
7 Gail | 0.5 | 4 | 7 Cail | 0.5 | 4 | 22 Violet | 0.6 | 1 | 30 Donna | 0.6 | 1 |
11 Kelly | 0.5 | 2 | 12 Larry | 0.5 | 1 | 29 Cad | 0.6 | 2 | 33 Gwen | 0.6 | 2 |
26 Bob | 0.5 | 2 | 23 Walt | 0.5 | 3 | 34 Harris | 0.6 | 2 | 34 Harris | 0.6 | 2 |
35 Ivan | 0.5 | 2 | 37 Kim | 0.5 | 1 | 36 Julie | 0.6 | 1 | 19 Sam | 0.5 | 1 |
43 Robin | 0.5 | 2 | 38 Luke | 0.5 | 4 | 32 Franoes | 0.5 | 4 | 20 Theresa | 0.5 | 1 |
45 Tom | 0.5 | 4 | 40 Nancy | 0.5 | 3 | 37 Kim | 0.5 | 1 | 31 Erwin | 0.5 | 3 |
44 Sarah | 0.5 | 3 | 46 Dave | 0.5 | 4 | 35 Ivan | 0.5 | 2 | |||
45 Tom | 0.5 | 4 | 37 Kim | 0.5 | 1 | ||||||
46 Dave | 0.5 | 4 | 44 Sarah | 0.5 | 3 |
表VI给出一个应用人员报告,它可能出现在监视者的终端20上,作为呼叫处理的结果显示。该报告给出了针对每个工作类型的应答的速度(Avg Spd Ans)、服务水平(Serv lvl)、以及平均技能水平。
表VI
基线应用人员报告
应用人员报告 | ||||||||
费时30分钟;星期一10:00 | ||||||||
应用号 | 应用名 | AvgSpdAns | Ser Lvl | 初级代理 | 超过/低于 | 平均初级技能 | 次级代理 | 平均次级技能 |
1 | 衣物 | 9 | 88 | 16 | 0.76 | |||
2 | 家具 | 8 | 89 | 12 | 0.81 | |||
3 | 硬件 | 9 | 87 | 10 | 0.87 | |||
4 | 汽车 | 11 | 87 | 8 | 0.89 |
为了说明上述处理的好处,现在可以改变呼叫环境。例如,针对第一工作类型(衣物)的呼叫率可以增加20%,而针对第二应用(家具)的呼叫率可以降低10%。表VII给出经过这种变化之后的应用人员报告。
从表VII中可以看出,按照第一工作类型的代理的呼叫处理,该工作类型的呼叫速率的20%的增长产生了一个相对的超载。该应用人员报告表明针对第一工作类型的2个代理的人员不足以及针对第二工作类型的1个代理的人员过剩。还应注意到针对该第一工作类型在服务水平上有一个陡的下沿。
表VII
在环境改变后的应用人员报告
应用人员报告 | ||||||||
费时30分钟;星期一10:00 | ||||||||
应用号 | 应用名 | AvgSpdAns | Ser Lvl | 初级代理 | 超过/低于 | 平均初级技能 | 次级代理 | 平均次级技能 |
1 | 衣物 | 20 | 71 | 16 | -2 | 0.76 | ||
2 | 家具 | 7 | 92 | 12 | +1 | 0.81 | ||
3 | 硬件 | 9 | 88 | 10 | 0.87 | |||
4 | 汽车 | 12 | 86 | 8 | 0.89 |
表VIII表示从次级代理中选择给该第一工作类型的的代理,这可以通过CPU 17从表V的应用1列中选择完成。CPU 17可以利用提供进一步变化的基础的工作类型序列中时间结果,选择最有资格的或可以根据“边去除边试”的规则来选择。
表VIII
针对应用1的次级代理
代理 | 技能 | 初级 |
6 Frank | 0.8 | 3 |
33 Gwen | 0.7 | 2 |
34 Harris | 0.7 | 2 |
表IX给出在次级分配后的应用人员报务。如所示,三个所选出的代理被列出作为第一工作类型的次级代理。还应注意到,针对第一群的呼叫应答的平均速度已经戏剧性地降低,而对于服务水平(即,在该呼叫类型的服务目标之前应答的呼叫的百分比)可以看到一个相应的增长。
表IX
分配次级代理之后的应用人员报告
应用人员报告 | ||||||||
费时30分钟;星期一10:00 | ||||||||
应用号 | 应用名 | AvgSpdAns | Ser Lvl | 初级代理 | 超过/低于 | 平均初级技能 | 次级代理 | 平均次级技能 |
1 | 衣物 | 11 | 82 | 16 | -2 | 0.76 | 3 | 0.74 |
2 | 家具 | 8 | 90 | 12 | +1 | 0.81 | ||
3 | 硬件 | 10 | 86 | 10 | 0.87 | |||
4 | 汽车 | 12 | 86 | 8 | 0.89 |
如上所述,初级代理被根据空闲时间分配给输入呼叫。在所有的初级代理都被前面的呼叫占用且排队时间增加的情况下,呼叫就会根据图2所示的延迟特性分配给次级代理。
在本发明的另一个实施例中,分配代理的方法扩展到处理到达其它媒介的消息,如图5所示。如这里所用的,这样的一个消息可被当作为一个呼叫。例如参照图5,到达一个E-mail处理器的E-mail消息就是这种呼叫的一个例子。代理们可以按照它们的能力排列等级以处理E-mail,如同上述的处理语音消息一样,对于E-mail,代理们也可以初级和次级的责任等级,如上面描述的。
继续上面的例子,随着E-mail的到达,它可以存储在E-mail处理器70中。当一个E-mail呼叫到过时,E-mail处理器70可以向技能路由模块52发送一个要求分配代理的请求。根据选择的代理,E-mail呼叫可以被路由到代理22、24、26的终端上。
当该E-mail呼叫被路由到一个代理时,该技能路由模块52被通知:该代理已不能再被其它呼叫所用。当该代理完成对一个E-mail呼叫的响应后,它就警告技能路由模块52该消息已被处理,并且该代理可用于处理其它呼叫。
以相似的方式,传真消息或因特网呼叫也可以由技能路由模块52分配给代理,如同上述描述的。
根据本发明提出了一种用于改进的基于技能的呼叫路由系统的方法和设备的特定的实施例,以便说明本发明得以应用实施的方式。应明白,本发明的各种其它变例和修改以及其它方面对于本技术领域内的人来说,是很明显的,而且本发明并不限于上述的特定实施例。因此,希望这里所声明的权利要求能覆盖本发明的所有修改、变体以及等同物,并希望它们完全落入所附权利要求的精神和范围内。
Claims (23)
1、一种由自动呼叫分配器将多个代理分配给输入呼叫的方法,该方法包括步骤:
定义多个用于处理由该自动呼叫分配器接收的呼叫的代理群;
根据对代理群所要求的条件以及代理空闲时间将呼叫传送给该代理群至少一部份代理;
监视传送给该代理群的代理的呼叫的平均延迟时间;
根据所监视的负荷调整该群代理中该至少一部份代理的数量。
2、如权利要求1所述的分配代理的方法,其特征是监视呼叫负荷的步骤还包括监视呼叫到达与呼叫传送给该至少一部份代理之间的平均延迟时间。
3、如权利要求1所述的分配代理的方法,其特征是分配该至少一部份代理给该代理群的步骤还包括标识自动呼叫分配器可用的、该多个代理中最有资格代理的第一群,以及将该最有资格的代理分配给该代理群。
4、如权利要求1所述的分配代理的方法,其特征是定义多个代理群的步骤还包括为为多个代理群中的该代理群定义用于回答一个第一类型的呼叫的所要求条件的集合。
5、如权利要求4所述的分配代理的方法,其特征是分配呼叫给代理群的步骤还包括确定所接收到的呼叫是第一类型的。
6、如权利要求4所述的分配代理的方法,其特征是确定所接收到的呼叫是第一类型的步骤还包括从公用交换电话网接收自动号码标识(ANI)信息。
7、如权利要求4所述的分配代理的方法,其特征是确定所接收到的呼叫是第一类型的步骤还包括从公用交换电话网接收拨叫号码标识服务(DNIS)信息。
8、如权利要求1所述的分配代理的方法,其特征是调整该群中至少一部份代理的数量的步骤还包括标识超过该代理群的所要求的条件的至少一部份次级代理。
9、如权利要求8所述的分配代理的方法,其特征是调整该群中至少一部份代理的数量的步骤还包括将呼叫分配给该至少一部份次级代理。
10、如权利要求9所述的分配代理的方法,其特征是分配呼叫给至少一部份次级代理的步骤还包括呼叫队列中的呼叫的平均延迟时间与一个阈值进行比较。
11、如权利要求10所述的分配代理的方法,其特征是分配呼叫给至少一部份次级代理的步骤还包括仅当平均延迟时间超过该阈值时才将呼叫分配给次级代理。
12、如权利要求11所述的分配代理的方法,其特征是分配呼叫给次级代理的步骤还包括根据次级代理的空闲时间选择一个次级代理。
13、一种用于标识多个代理中服务于多种呼叫类型的电话呼叫的代理的方法,所述方法包括步骤:
针对多种呼叫类型中每一种呼叫类型所要求的代理数量进行初始估计;
针对每一种呼叫类型建立一个呼叫群,该呼叫群所具有的代理位置的数量等于相应的呼叫类型所要求的代理数量的初始估计;
从多个呼叫群中选择未填充的代理位置中具有最高百分比的呼叫群;
将多个代理中在处理所选择的呼叫群的呼叫类型方面具有最高相对技能等级的代理分配给所选的呼叫群;以及
重复选择和分配步骤直到每个呼叫群所具有的分配给该呼叫群的代理数量等于该呼叫类型所要求代理数量的初始估计。
14、如权利要求13所述的标识代理的方法,其特征是进行初始估计的步骤还包括根据一个历史记录估计所要求的代理数量并增加一个调整因子。
15、一种用于将多个代理中的代理分配给由多种呼叫类型组成的输入电话呼叫的方法,所述方法包括步骤:
对多种呼叫类型中每一种呼叫类型所要求的代理数量进行初始估计;
针对每一种呼叫类型建立一个呼叫群,该呼叫群所具有的代理位置的数量等于相应的呼叫类型所要求的代理数量的初始估计;
从多个呼叫群中选择未填充的代理位置中具有最高百分比的呼叫群;
将多个代理中在处理所选择的呼叫群的呼叫类型方面具有最高相对技能等级的代理分配给所选的呼叫群;以及
重复选择和分配步骤直到每个呼叫群所具有的分配给该呼叫群的代理数量等于该呼叫类型所要求代理数量的初始估计。
接收多个呼叫类型中一个呼叫类型的输入电话呼叫;
确定输入电话呼叫的呼叫类型;
根据代理的空闲时间,将该输入呼叫分配给呼叫群中的该代理,其中该呼叫群与所确定的呼叫类型相联系;
监视该代理群中每一个的平均负荷水平;
标识所监视的呼叫群中相对超载和相对载荷不足的呼叫群;
从相对载荷不足的呼叫群中将次级代理分配给相对超载的呼叫群。
16、如权利要求15所述的分配代理的方法,其特征是分配次级代理的步骤还包括根据一个延迟特性延迟次级代理的分配。
17、如权利要求15所述的分配代理的方法,其特征是监视平均负荷水平的步骤还包括针对多个群中的每一个代理计算平均讲话时间。
18、如权利要求17所述的分配代理的方法,其特征是监视平均负荷水平的步骤还包括根据平均讲话时间确定由每一个所分配的代理处理的每个时间周期内呼叫的平均数量。
19、如权利要求18所述的分配代理的方法,其特征是监视平均负荷水平的步骤还包括确定在每个时间周期内由该多个群中的每一个群所接收的呼叫的平均数量。
20、如权利要求19所述的分配代理的方法,其特征是还包括将所接收到的呼叫的平均数量除以由每一个代理处理的呼叫的数量以便确定该多个群中每一个群所需要的代理的实际数量。
21、如权利要求20所述的分配代理的方法,其特征是还包括从所要求代理的数量的估计中减去每一个群所需要的代理的实际数量以便获取一个负荷差。
22、如权利要求21所述的分配代理的方法,其特征是还包括将该负荷差与一个阈值进行比较。
23、如权利要求21所述的分配代理的方法,其特征是还包括指定超过该阈值、具有负的载荷差的呼叫群为超载呼叫群,以及超该阈值、具有正的载荷差呼叫群为载荷不足呼叫群。
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- 2000-03-21 AT AT00105393T patent/ATE330417T1/de not_active IP Right Cessation
- 2000-03-21 DE DE60028635T patent/DE60028635T2/de not_active Expired - Fee Related
- 2000-03-21 EP EP00105393A patent/EP1039732B1/en not_active Expired - Lifetime
- 2000-03-21 AU AU22436/00A patent/AU755956B2/en not_active Ceased
- 2000-03-22 JP JP2000080740A patent/JP2000307735A/ja active Pending
- 2000-03-22 BR BR0001395-1A patent/BR0001395A/pt not_active IP Right Cessation
- 2000-03-22 CN CNB001057138A patent/CN1278567C/zh not_active Expired - Fee Related
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CN103402032B (zh) * | 2013-04-30 | 2018-05-08 | 北京讯鸟软件有限公司 | 基于云计算的呼叫座席多技能分配系统及分配方法 |
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AU2243600A (en) | 2000-09-28 |
ATE330417T1 (de) | 2006-07-15 |
US6424709B1 (en) | 2002-07-23 |
EP1039732A3 (en) | 2003-11-12 |
DE60028635T2 (de) | 2007-06-14 |
BR0001395A (pt) | 2000-10-17 |
DE60028635D1 (de) | 2006-07-27 |
CN1278567C (zh) | 2006-10-04 |
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EP1039732B1 (en) | 2006-06-14 |
AU755956B2 (en) | 2003-01-02 |
JP2000307735A (ja) | 2000-11-02 |
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