IN2013MU02196A - - Google Patents

Download PDF

Info

Publication number
IN2013MU02196A
IN2013MU02196A IN2196MU2013A IN2013MU02196A IN 2013MU02196 A IN2013MU02196 A IN 2013MU02196A IN 2196MU2013 A IN2196MU2013 A IN 2196MU2013A IN 2013MU02196 A IN2013MU02196 A IN 2013MU02196A
Authority
IN
India
Prior art keywords
same
work
differences
work flow
contact center
Prior art date
Application number
Other languages
English (en)
Inventor
Andrew D Flockhart
Robert C Steiner
Joylee Kohler
Original Assignee
Avaya 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 Avaya Inc filed Critical Avaya Inc
Publication of IN2013MU02196A publication Critical patent/IN2013MU02196A/en

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
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/401—Performance feedback
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Acyclic And Carbocyclic Compounds In Medicinal Compositions (AREA)
IN2196MU2013 2012-09-20 2013-06-28 IN2013MU02196A (enExample)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US13/623,267 US8953775B2 (en) 2012-09-20 2012-09-20 System, method, and apparatus for determining effectiveness of advanced call center routing algorithms

Publications (1)

Publication Number Publication Date
IN2013MU02196A true IN2013MU02196A (enExample) 2015-06-12

Family

ID=50274465

Family Applications (1)

Application Number Title Priority Date Filing Date
IN2196MU2013 IN2013MU02196A (enExample) 2012-09-20 2013-06-28

Country Status (3)

Country Link
US (1) US8953775B2 (enExample)
IN (1) IN2013MU02196A (enExample)
PH (1) PH12013000190A1 (enExample)

Families Citing this family (6)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US10445667B2 (en) * 2013-08-23 2019-10-15 Verint Americas Inc. System and method of work assignment management
US9401989B2 (en) 2013-09-05 2016-07-26 Avaya Inc. Work assignment with bot agents
CN112801517B (zh) * 2017-11-08 2024-01-05 阿菲尼帝有限公司 用于对配对策略进行基准化分析的方法、系统和制品
US20200014801A1 (en) * 2018-07-03 2020-01-09 ScoreData Corporation System and method to route calls based upon agent performance indicators
US10931542B2 (en) 2018-08-10 2021-02-23 Futurewei Technologies, Inc. Network embedded real time service level objective validation
US10931825B2 (en) * 2018-10-26 2021-02-23 Cisco Technology, Inc. Contact center interaction routing using machine learning

Family Cites Families (20)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5946387A (en) 1997-02-10 1999-08-31 Genesys Telecommunications Laboratories, Inc, Agent-level network call routing
US6173053B1 (en) 1998-04-09 2001-01-09 Avaya Technology Corp. Optimizing call-center performance by using predictive data to distribute calls among agents
US6714643B1 (en) 2000-02-24 2004-03-30 Siemens Information & Communication Networks, Inc. System and method for implementing wait time estimation in automatic call distribution queues
US6697858B1 (en) 2000-08-14 2004-02-24 Telephony@Work Call center
US6922466B1 (en) 2001-03-05 2005-07-26 Verizon Corporate Services Group Inc. System and method for assessing a call center
US8094804B2 (en) 2003-09-26 2012-01-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US7949121B1 (en) 2004-09-27 2011-05-24 Avaya Inc. Method and apparatus for the simultaneous delivery of multiple contacts to an agent
US7912205B2 (en) 2004-12-17 2011-03-22 Aspect Software, Inc. Contact center business modeler
US7936867B1 (en) 2006-08-15 2011-05-03 Avaya Inc. Multi-service request within a contact center
US8542816B2 (en) 2007-11-13 2013-09-24 Amazon Technologies, Inc. Independent customer service agents
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
US20100235218A1 (en) 2008-09-29 2010-09-16 Avaya Inc. Pre-qualified or history-based customer service
US8472611B2 (en) * 2008-11-06 2013-06-25 The Resource Group International Ltd. Balancing multiple computer models in a call center routing system
US8964958B2 (en) 2009-05-20 2015-02-24 Avaya Inc. Grid-based contact center
US8504717B2 (en) * 2009-09-29 2013-08-06 Avaya Inc. Customized algorithm and method of mixing multiple different algorithms
US20110125793A1 (en) 2009-11-20 2011-05-26 Avaya Inc. Method for determining response channel for a contact center from historic social media postings
US20110125826A1 (en) 2009-11-20 2011-05-26 Avaya Inc. Stalking social media users to maximize the likelihood of immediate engagement
US8634543B2 (en) 2010-04-14 2014-01-21 Avaya Inc. One-to-one matching in a contact center
US20110276392A1 (en) * 2010-05-10 2011-11-10 Google Inc. Performing Geography-Based Advertising Experiments
US9031223B2 (en) * 2011-05-25 2015-05-12 Echopass Corporation Systems and methods for managing multi-tenant callback services

Also Published As

Publication number Publication date
PH12013000190A1 (en) 2015-08-10
US20140079211A1 (en) 2014-03-20
US8953775B2 (en) 2015-02-10

Similar Documents

Publication Publication Date Title
CA145514S (en) Pump
MX2015010801A (es) Metodos para eliminar impurezas de etileno halogenado en producto de 2,3,3,3-tetrafluoropropeno.
NZ714765A (en) Anti-c10orf54 antibodies and uses thereof
EP3054954A4 (en) Hdac inhibitors, alone or in combination with btk inhibitors, for treating non-hodgkin's lymphoma
IN2013MU02196A (enExample)
BR112017005314A2 (pt) inibidores de ssao derivados de imidazo[4,5-c]piridina
HK1216833A1 (zh) 組織擴張器、移植物及使用方法
NZ707172A (en) Connection surface for a structural unit
TWD161614S (zh) 瓶子之部分
TWD168530S (zh) 容器
WO2014106825A3 (en) Methods and devices for identifying improper medical reporting
WO2014152179A3 (en) Pet insurance system and method
SG10201804034QA (en) Methods for treating hypotension
CA147421S (en) Steamer
MX2015010023A (es) Anticuerpos anti-cd83 y su uso.
CA147654S (en) Door handle
CA144018S (en) Door handle
HK1194912A2 (en) Growth factor concentrate and the use thereof
CA145236S (en) Pitcher
GB2510477B (en) Formulations for use in the treatment of chronic fatigue and associated conditions, etc
EP2966141A4 (en) Fluorine-containing calcium composite particles, preparation method therefor, and surface treatment agent using same as active component
SG11201504997QA (en) Metalated pnpnh ligand, catalyst composition and use thereof in the oligomerization of ethylene
RU2014128151A (ru) Профиль колеса
RU2010153530A (ru) Летательный аппарат
CA142240S (en) Door stop