DE69800642D1 - Anordnung zum Ausgleich von Betriebsniveaus unter Fähigkeiten - Google Patents

Anordnung zum Ausgleich von Betriebsniveaus unter Fähigkeiten

Info

Publication number
DE69800642D1
DE69800642D1 DE69800642T DE69800642T DE69800642D1 DE 69800642 D1 DE69800642 D1 DE 69800642D1 DE 69800642 T DE69800642 T DE 69800642T DE 69800642 T DE69800642 T DE 69800642T DE 69800642 D1 DE69800642 D1 DE 69800642D1
Authority
DE
Germany
Prior art keywords
skills
arrangement
operational levels
balance operational
balance
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
DE69800642T
Other languages
English (en)
Other versions
DE69800642T2 (de
Inventor
Andrew D Flockhart
Robin H Foster
Roy A Jensen
Joylee E Kohler
Eugene P Mathews
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.)
Nokia of America Corp
Original Assignee
Lucent Technologies Inc
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 Lucent Technologies Inc filed Critical Lucent Technologies Inc
Publication of DE69800642D1 publication Critical patent/DE69800642D1/de
Application granted granted Critical
Publication of DE69800642T2 publication Critical patent/DE69800642T2/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
    • H04M3/42—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

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Exchange Systems With Centralized Control (AREA)
DE69800642T 1997-12-17 1998-12-04 Anordnung zum Ausgleich von Betriebsniveaus unter Fähigkeiten Expired - Lifetime DE69800642T2 (de)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US08/992,307 US6088441A (en) 1997-12-17 1997-12-17 Arrangement for equalizing levels of service among skills

Publications (2)

Publication Number Publication Date
DE69800642D1 true DE69800642D1 (de) 2001-05-03
DE69800642T2 DE69800642T2 (de) 2001-09-20

Family

ID=25538166

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69800642T Expired - Lifetime DE69800642T2 (de) 1997-12-17 1998-12-04 Anordnung zum Ausgleich von Betriebsniveaus unter Fähigkeiten

Country Status (6)

Country Link
US (1) US6088441A (de)
EP (1) EP0930764B1 (de)
JP (1) JP3504873B2 (de)
KR (1) KR100553461B1 (de)
CA (1) CA2252236C (de)
DE (1) DE69800642T2 (de)

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US6353667B1 (en) * 1998-08-27 2002-03-05 Avaya Technology Corp. Minimum interruption cycle time threshold for reserve call center agents
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US7822587B1 (en) * 2005-10-03 2010-10-26 Avaya Inc. Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior
US10572879B1 (en) 2005-10-03 2020-02-25 Avaya Inc. Agent driven media-agnostic work item grouping and sharing over a consult medium
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US8411843B1 (en) 2005-10-04 2013-04-02 Avaya Inc. Next agent available notification
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US8238541B1 (en) 2006-01-31 2012-08-07 Avaya Inc. Intent based skill-set classification for accurate, automatic determination of agent skills
US7406222B2 (en) * 2006-02-16 2008-07-29 Pavel Kornilovich Composite evanescent waveguides and associated methods
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Also Published As

Publication number Publication date
US6088441A (en) 2000-07-11
CA2252236C (en) 2001-08-14
KR100553461B1 (ko) 2006-05-23
JPH11317813A (ja) 1999-11-16
EP0930764A1 (de) 1999-07-21
JP3504873B2 (ja) 2004-03-08
KR19990063257A (ko) 1999-07-26
CA2252236A1 (en) 1999-06-17
DE69800642T2 (de) 2001-09-20
EP0930764B1 (de) 2001-03-28

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Legal Events

Date Code Title Description
8364 No opposition during term of opposition