DE60039572D1 - System zur automatischen auf Verzögerungswahrscheinlichkeiten basierten Lenkung von Anrufen zu Agenten einer Anrufzentrale in einem Agentüberflüssigkeitszustand - Google Patents

System zur automatischen auf Verzögerungswahrscheinlichkeiten basierten Lenkung von Anrufen zu Agenten einer Anrufzentrale in einem Agentüberflüssigkeitszustand

Info

Publication number
DE60039572D1
DE60039572D1 DE60039572T DE60039572T DE60039572D1 DE 60039572 D1 DE60039572 D1 DE 60039572D1 DE 60039572 T DE60039572 T DE 60039572T DE 60039572 T DE60039572 T DE 60039572T DE 60039572 D1 DE60039572 D1 DE 60039572D1
Authority
DE
Germany
Prior art keywords
routing system
overflow condition
center agents
automatic delay
call center
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.)
Expired - Lifetime
Application number
DE60039572T
Other languages
English (en)
Inventor
Thomas S Fischer
Roy A Jensen
Martin I Reiman
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.)
Avaya Technology LLC
Original Assignee
Avaya Technology LLC
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 Avaya Technology LLC filed Critical Avaya Technology LLC
Application granted granted Critical
Publication of DE60039572D1 publication Critical patent/DE60039572D1/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • 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

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)
  • Monitoring And Testing Of Exchanges (AREA)
DE60039572T 1999-12-06 2000-12-05 System zur automatischen auf Verzögerungswahrscheinlichkeiten basierten Lenkung von Anrufen zu Agenten einer Anrufzentrale in einem Agentüberflüssigkeitszustand Expired - Lifetime DE60039572D1 (de)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US09/456,092 US6510221B1 (en) 1999-12-06 1999-12-06 System for automatically routing calls to call center agents in an agent surplus condition based on delay probabilities

Publications (1)

Publication Number Publication Date
DE60039572D1 true DE60039572D1 (de) 2008-09-04

Family

ID=23811387

Family Applications (1)

Application Number Title Priority Date Filing Date
DE60039572T Expired - Lifetime DE60039572D1 (de) 1999-12-06 2000-12-05 System zur automatischen auf Verzögerungswahrscheinlichkeiten basierten Lenkung von Anrufen zu Agenten einer Anrufzentrale in einem Agentüberflüssigkeitszustand

Country Status (6)

Country Link
US (1) US6510221B1 (de)
EP (1) EP1107557B1 (de)
JP (1) JP2001217938A (de)
KR (2) KR100847162B1 (de)
CA (1) CA2326609C (de)
DE (1) DE60039572D1 (de)

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US7676034B1 (en) 2003-03-07 2010-03-09 Wai Wu Method and system for matching entities in an auction
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US20060072739A1 (en) * 2004-10-01 2006-04-06 Knowlagent Inc. Method and system for assessing and deploying personnel for roles in a contact center
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US8009822B1 (en) 2006-06-02 2011-08-30 West Corporation System for geographic agent routing
US8542816B2 (en) * 2007-11-13 2013-09-24 Amazon Technologies, Inc. Independent customer service agents
US10282701B2 (en) * 2007-11-20 2019-05-07 Red Hat, Inc. Web-based technical issue assignments based on technical support groups having handled a highest number of technical requests
US20100002864A1 (en) * 2008-07-02 2010-01-07 International Business Machines Corporation Method and System for Discerning Learning Characteristics of Individual Knowledge Worker and Associated Team In Service Delivery
US20100005469A1 (en) * 2008-07-02 2010-01-07 International Business Machines Corporation Method and System for Defining One Flow Models with Varied Abstractions for Scalable lean Implementations
US20100004967A1 (en) * 2008-07-02 2010-01-07 International Business Machines Corporation Method and System for Generating One Flow Models from Runtime Service Delivery Process
JP5649575B2 (ja) * 2008-08-29 2015-01-07 サットマップ インターナショナル ホールディングス リミテッド 複数の変数標準化スコアおよびシャドー待ち行列に基づく呼のルーティング方法およびシステム
US8472611B2 (en) 2008-11-06 2013-06-25 The Resource Group International Ltd. Balancing multiple computer models 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
WO2010053701A2 (en) * 2008-11-06 2010-05-14 The Resource Group International Ltd Systems and methods in a call center routing system
US8600035B2 (en) 2009-08-25 2013-12-03 Amazon Technologies, Inc. Systems and methods for customer contact
US8489603B1 (en) 2009-10-23 2013-07-16 Amazon Europe Holdings Technologies Scs Automatic item categorizer
US8805838B1 (en) 2009-12-22 2014-08-12 Amazon Technologies, Inc. Systems and methods for automatic item classification
US20120101867A1 (en) * 2010-10-25 2012-04-26 Zgardovski Stanislav V System for Automatic Assignment of Agents in Inbound and Outbound Campaigns
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CN108322615B (zh) * 2018-02-01 2020-07-28 福建工程学院 一种多技能呼叫客户服务系统配置优化方法
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
US11144344B2 (en) 2019-01-17 2021-10-12 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
US11031016B2 (en) * 2019-06-26 2021-06-08 Nice Ltd. Graph-based approach for voice authentication
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
US11611659B2 (en) 2020-02-03 2023-03-21 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system
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US11954523B2 (en) 2020-02-05 2024-04-09 Afiniti, Ltd. Techniques for behavioral pairing in a task assignment system with an external pairing system
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US6347139B1 (en) * 1999-12-06 2002-02-12 Avaya Technology Corp. System for automatically routing calls to call center agents in an agent surplus condition based on agent occupancy

Also Published As

Publication number Publication date
KR100847162B1 (ko) 2008-07-17
US6510221B1 (en) 2003-01-21
KR20070106477A (ko) 2007-11-01
CA2326609A1 (en) 2001-06-06
JP2001217938A (ja) 2001-08-10
EP1107557A3 (de) 2004-01-07
EP1107557A2 (de) 2001-06-13
KR100931413B1 (ko) 2009-12-10
KR20010062179A (ko) 2001-07-07
CA2326609C (en) 2004-01-20
EP1107557B1 (de) 2008-07-23

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