DE69929658D1 - Minimum ZyklusZeit für die Unterbrechung beim Reserveagenten einer Anrufzentrale - Google Patents
Minimum ZyklusZeit für die Unterbrechung beim Reserveagenten einer AnrufzentraleInfo
- Publication number
- DE69929658D1 DE69929658D1 DE69929658T DE69929658T DE69929658D1 DE 69929658 D1 DE69929658 D1 DE 69929658D1 DE 69929658 T DE69929658 T DE 69929658T DE 69929658 T DE69929658 T DE 69929658T DE 69929658 D1 DE69929658 D1 DE 69929658D1
- Authority
- DE
- Germany
- Prior art keywords
- interruption
- cycle time
- call center
- minimum cycle
- reserve agent
- 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
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
Landscapes
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Exchange Systems With Centralized Control (AREA)
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US141273 | 1993-12-06 | ||
US09/141,273 US6353667B1 (en) | 1998-08-27 | 1998-08-27 | Minimum interruption cycle time threshold for reserve call center agents |
Publications (2)
Publication Number | Publication Date |
---|---|
DE69929658D1 true DE69929658D1 (de) | 2006-04-13 |
DE69929658T2 DE69929658T2 (de) | 2006-12-14 |
Family
ID=22494960
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
DE69929658T Expired - Lifetime DE69929658T2 (de) | 1998-08-27 | 1999-08-17 | Minimum ZyklusZeit für die Unterbrechung beim Reserveagenten einer Anrufzentrale |
Country Status (5)
Country | Link |
---|---|
US (1) | US6353667B1 (de) |
EP (1) | EP0982918B1 (de) |
JP (2) | JP4209046B2 (de) |
KR (1) | KR100666044B1 (de) |
DE (1) | DE69929658T2 (de) |
Families Citing this family (39)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6480600B1 (en) | 1997-02-10 | 2002-11-12 | Genesys Telecommunications Laboratories, Inc. | Call and data correspondence in a call-in center employing virtual restructuring for computer telephony integrated functionality |
US7031442B1 (en) | 1997-02-10 | 2006-04-18 | Genesys Telecommunications Laboratories, Inc. | Methods and apparatus for personal routing in computer-simulated telephony |
US6104802A (en) | 1997-02-10 | 2000-08-15 | Genesys Telecommunications Laboratories, Inc. | In-band signaling for routing |
US6985943B2 (en) | 1998-09-11 | 2006-01-10 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for extended management of state and interaction of a remote knowledge worker from a contact center |
US6711611B2 (en) | 1998-09-11 | 2004-03-23 | Genesis Telecommunications Laboratories, Inc. | Method and apparatus for data-linking a mobile knowledge worker to home communication-center infrastructure |
USRE46528E1 (en) | 1997-11-14 | 2017-08-29 | Genesys Telecommunications Laboratories, Inc. | Implementation of call-center outbound dialing capability at a telephony network level |
US7907598B2 (en) | 1998-02-17 | 2011-03-15 | Genesys Telecommunication Laboratories, Inc. | Method for implementing and executing communication center routing strategies represented in extensible markup language |
US6332154B2 (en) * | 1998-09-11 | 2001-12-18 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing media-independent self-help modules within a multimedia communication-center customer interface |
USRE46153E1 (en) | 1998-09-11 | 2016-09-20 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus enabling voice-based management of state and interaction of a remote knowledge worker in a contact center environment |
US6445788B1 (en) * | 1999-06-17 | 2002-09-03 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing fair access to agents in a communication center |
US7929978B2 (en) | 1999-12-01 | 2011-04-19 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for providing enhanced communication capability for mobile devices on a virtual private network |
US6661889B1 (en) | 2000-01-18 | 2003-12-09 | Avaya Technology Corp. | Methods and apparatus for multi-variable work assignment in a call center |
US6741698B1 (en) * | 2000-01-27 | 2004-05-25 | Avaya Technology Corp. | Call management system using dynamic threshold adjustment |
US6633640B1 (en) | 2000-02-01 | 2003-10-14 | Avaya Technology Corp. | Methods and apparatus for analysis of load-balanced multi-site call processing systems |
US6956941B1 (en) * | 2000-04-12 | 2005-10-18 | Austin Logistics Incorporated | Method and system for scheduling inbound inquiries |
US8290768B1 (en) | 2000-06-21 | 2012-10-16 | International Business Machines Corporation | System and method for determining a set of attributes based on content of communications |
US9699129B1 (en) | 2000-06-21 | 2017-07-04 | International Business Machines Corporation | System and method for increasing email productivity |
US6408277B1 (en) * | 2000-06-21 | 2002-06-18 | Banter Limited | System and method for automatic task prioritization |
US7502460B2 (en) | 2006-11-20 | 2009-03-10 | Austin Logistics Incorporated | Method and system for distributing outbound telephone calls |
US7103173B2 (en) * | 2001-07-09 | 2006-09-05 | Austin Logistics Incorporated | System and method for preemptive goals based routing of contact records |
US7142662B2 (en) | 2000-07-11 | 2006-11-28 | Austin Logistics Incorporated | Method and system for distributing outbound telephone calls |
US7644057B2 (en) * | 2001-01-03 | 2010-01-05 | International Business Machines Corporation | System and method for electronic communication management |
US7054434B2 (en) | 2001-07-09 | 2006-05-30 | Austin Logistics Incorporated | System and method for common account based routing of contact records |
US7715546B2 (en) * | 2001-07-09 | 2010-05-11 | Austin Logistics Incorporated | System and method for updating contact records |
US8495002B2 (en) * | 2003-05-06 | 2013-07-23 | International Business Machines Corporation | Software tool for training and testing a knowledge base |
US20050187913A1 (en) * | 2003-05-06 | 2005-08-25 | Yoram Nelken | Web-based customer service interface |
US6973176B1 (en) | 2003-09-30 | 2005-12-06 | Avaya Technology Corp. | Method and apparatus for rotating auto reserve agents |
US8019636B2 (en) * | 2004-09-28 | 2011-09-13 | International Business Machines Corporation | Method, system and program product for planning and managing a call center study |
US7720214B2 (en) * | 2005-02-22 | 2010-05-18 | International Business Machines Corporation | Call center study method and system |
US9160792B2 (en) * | 2005-04-05 | 2015-10-13 | International Business Machines Corporation | On-demand global server load balancing system and method of use |
US8503663B2 (en) * | 2005-06-30 | 2013-08-06 | Interactive Intelligence, Inc. | System and method for agent queue activation in a contact center |
US7636433B2 (en) * | 2005-12-02 | 2009-12-22 | Avaya Inc. | Timeline visualization for call center processes |
US8036371B2 (en) * | 2005-12-05 | 2011-10-11 | Avaya Inc. | Utilizing small group call center agents to improve productivity without impacting service level targets |
US9008075B2 (en) | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
JP2011100389A (ja) * | 2009-11-09 | 2011-05-19 | Fujitsu Ltd | 電子メール処理システム、電子メール処理方法及びそのプログラム |
US20110191134A1 (en) * | 2010-02-03 | 2011-08-04 | Mukul Jain | Contact offer time for agents supporting contact centers |
JP6486690B2 (ja) * | 2015-01-07 | 2019-03-20 | ピーアンドダブリューソリューションズ株式会社 | スキル管理装置及び方法、並びにプログラム。 |
JP7487486B2 (ja) | 2020-02-20 | 2024-05-21 | 沖電気工業株式会社 | 処理装置、処理方法および処理プログラム |
CN111496820B (zh) * | 2020-06-18 | 2020-09-29 | 北京云迹科技有限公司 | 一种语音调度机器人的方法、装置、存储介质和设备 |
Family Cites Families (10)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US4510351A (en) * | 1982-10-28 | 1985-04-09 | At&T Bell Laboratories | ACD Management information system |
US5185780A (en) * | 1990-10-12 | 1993-02-09 | Tex Corporation | Method for predicting agent requirements in a force management system |
US5206903A (en) | 1990-12-26 | 1993-04-27 | At&T Bell Laboratories | Automatic call distribution based on matching required skills with agents skills |
US6141412A (en) * | 1994-06-01 | 2000-10-31 | Davox Corporation | Unscheduled event task processing system |
DE69636239T2 (de) * | 1995-04-24 | 2007-05-10 | International Business Machines Corp. | Verfahren und Gerät zur auf Geschicklichkeit basierten Leitweglenkung in einer Anrufzentrale |
US5721770A (en) | 1996-07-02 | 1998-02-24 | Lucent Technologies Inc. | Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls |
WO1998006211A1 (en) | 1996-08-06 | 1998-02-12 | Battle Calvin W | Automatic call-work director |
US6058435A (en) * | 1997-02-04 | 2000-05-02 | Siemens Information And Communications Networks, Inc. | Apparatus and methods for responding to multimedia communications based on content analysis |
US6052460A (en) | 1997-12-17 | 2000-04-18 | Lucent Technologies Inc. | Arrangement for equalizing levels of service among skills |
US6088441A (en) * | 1997-12-17 | 2000-07-11 | Lucent Technologies Inc. | Arrangement for equalizing levels of service among skills |
-
1998
- 1998-08-27 US US09/141,273 patent/US6353667B1/en not_active Expired - Lifetime
-
1999
- 1999-08-17 DE DE69929658T patent/DE69929658T2/de not_active Expired - Lifetime
- 1999-08-17 EP EP99306471A patent/EP0982918B1/de not_active Expired - Lifetime
- 1999-08-26 KR KR1019990035577A patent/KR100666044B1/ko not_active IP Right Cessation
- 1999-08-26 JP JP23993699A patent/JP4209046B2/ja not_active Expired - Fee Related
-
2005
- 2005-03-16 JP JP2005074532A patent/JP2005229641A/ja not_active Abandoned
Also Published As
Publication number | Publication date |
---|---|
KR100666044B1 (ko) | 2007-01-10 |
KR20000017558A (ko) | 2000-03-25 |
EP0982918B1 (de) | 2006-02-01 |
US6353667B1 (en) | 2002-03-05 |
DE69929658T2 (de) | 2006-12-14 |
JP4209046B2 (ja) | 2009-01-14 |
JP2000092212A (ja) | 2000-03-31 |
EP0982918A1 (de) | 2000-03-01 |
JP2005229641A (ja) | 2005-08-25 |
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Legal Events
Date | Code | Title | Description |
---|---|---|---|
8364 | No opposition during term of opposition |