IN2013MU02197A - - Google Patents

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Publication number
IN2013MU02197A
IN2013MU02197A IN2197MU2013A IN2013MU02197A IN 2013MU02197 A IN2013MU02197 A IN 2013MU02197A IN 2197MU2013 A IN2197MU2013 A IN 2197MU2013A IN 2013MU02197 A IN2013MU02197 A IN 2013MU02197A
Authority
IN
India
Prior art keywords
scarce
resources
work
scarce resources
work assignments
Prior art date
Application number
Other languages
English (en)
Inventor
Robert C Steiner
Andrew D Flockhart
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 IN2013MU02197A publication Critical patent/IN2013MU02197A/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations

Landscapes

  • Business, Economics & Management (AREA)
  • Human Resources & Organizations (AREA)
  • Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Economics (AREA)
  • Operations Research (AREA)
  • Game Theory and Decision Science (AREA)
  • Development Economics (AREA)
  • Marketing (AREA)
  • Educational Administration (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Telephonic Communication Services (AREA)
IN2197MU2013 2012-09-19 2013-06-28 IN2013MU02197A (pm)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US13/622,538 US20140082179A1 (en) 2012-09-19 2012-09-19 Scarce resources management

Publications (1)

Publication Number Publication Date
IN2013MU02197A true IN2013MU02197A (pm) 2015-06-12

Family

ID=50275656

Family Applications (1)

Application Number Title Priority Date Filing Date
IN2197MU2013 IN2013MU02197A (pm) 2012-09-19 2013-06-28

Country Status (4)

Country Link
US (1) US20140082179A1 (pm)
BR (1) BR102013016677A2 (pm)
IN (1) IN2013MU02197A (pm)
PH (1) PH12013000189A1 (pm)

Families Citing this family (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20140180739A1 (en) * 2012-12-21 2014-06-26 International Business Machines Corporation System and method for asset assignment in a service delivery environment when assets have unique skills and/or capabilities
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
US9661137B2 (en) * 2014-12-08 2017-05-23 Interactive Intelligence Group, Inc. System and method for automatic communication distribution local assignment
US10440183B1 (en) * 2018-06-01 2019-10-08 International Business Machines Corporation Cognitive routing of calls based on derived employee activity

Family Cites Families (18)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US6614903B1 (en) * 1999-12-15 2003-09-02 Avaya Technology Corp. Methods and apparatus for service state-based processing of communications in a call center
US6845154B1 (en) * 2001-01-23 2005-01-18 Intervoice Limited Partnership Allocation of resources to flexible requests
US8094804B2 (en) * 2003-09-26 2012-01-10 Avaya Inc. Method and apparatus for assessing the status of work waiting for service
US20050071241A1 (en) * 2003-09-26 2005-03-31 Flockhart Andrew D. Contact center resource allocation based on work bidding/auction
US7349535B2 (en) * 2004-03-03 2008-03-25 Cisco Technology, Inc. Method and system for automatic call distribution based on location information for call center agents
US7853006B1 (en) * 2006-02-22 2010-12-14 Verint Americas Inc. Systems and methods for scheduling call center agents using quality data and correlation-based discovery
US7864946B1 (en) * 2006-02-22 2011-01-04 Verint Americas Inc. Systems and methods for scheduling call center agents using quality data and correlation-based discovery
US20080065450A1 (en) * 2006-09-13 2008-03-13 Cisco Technology, Inc. Matching a contact to a resource set
US20100235218A1 (en) * 2008-09-29 2010-09-16 Avaya Inc. Pre-qualified or history-based customer service
US8964958B2 (en) * 2009-05-20 2015-02-24 Avaya Inc. Grid-based contact center
US20110153379A1 (en) * 2009-07-30 2011-06-23 Minako Toba Staff arrangement system and server
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
US8619968B2 (en) * 2010-04-14 2013-12-31 Avaya Inc. View and metrics for a queueless contact center
US8634543B2 (en) * 2010-04-14 2014-01-21 Avaya Inc. One-to-one matching in a contact center
US8670550B2 (en) * 2010-04-14 2014-03-11 Avaya Inc. Automated mechanism for populating and maintaining data structures in a queueless contact center
US10467560B2 (en) * 2010-09-30 2019-11-05 Avaya Inc. System and method for adaptive multiple contact assignment
US20120130763A1 (en) * 2010-11-23 2012-05-24 Charles Katz Method and System of Selecting Representatives Based On Various Criteria

Also Published As

Publication number Publication date
BR102013016677A2 (pt) 2015-08-25
US20140082179A1 (en) 2014-03-20
PH12013000189A1 (en) 2015-08-10

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