JP2018527634A5 - - Google Patents

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Publication number
JP2018527634A5
JP2018527634A5 JP2017554806A JP2017554806A JP2018527634A5 JP 2018527634 A5 JP2018527634 A5 JP 2018527634A5 JP 2017554806 A JP2017554806 A JP 2017554806A JP 2017554806 A JP2017554806 A JP 2017554806A JP 2018527634 A5 JP2018527634 A5 JP 2018527634A5
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Japan
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task
criteria
agent
tasks
grid
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JP2017554806A
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English (en)
Japanese (ja)
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JP6789241B2 (ja
JP2018527634A (ja
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Priority claimed from US14/804,496 external-priority patent/US20170024680A1/en
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JP2017554806A 2015-07-21 2016-07-07 エージェント割り当てを行うための多次元方法 Active JP6789241B2 (ja)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US14/804,496 2015-07-21
US14/804,496 US20170024680A1 (en) 2015-07-21 2015-07-21 Multi-dimensional approach to agent assignment
PCT/US2016/041250 WO2017014952A1 (en) 2015-07-21 2016-07-07 Multi-dimensional approach to agent assignment

Publications (3)

Publication Number Publication Date
JP2018527634A JP2018527634A (ja) 2018-09-20
JP2018527634A5 true JP2018527634A5 (enExample) 2019-03-14
JP6789241B2 JP6789241B2 (ja) 2020-11-25

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ID=56616010

Family Applications (1)

Application Number Title Priority Date Filing Date
JP2017554806A Active JP6789241B2 (ja) 2015-07-21 2016-07-07 エージェント割り当てを行うための多次元方法

Country Status (4)

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US (1) US20170024680A1 (enExample)
JP (1) JP6789241B2 (enExample)
CN (1) CN107533680A (enExample)
WO (1) WO2017014952A1 (enExample)

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US10637860B2 (en) * 2015-12-16 2020-04-28 Avaya Inc. Authorizing deployable resources based on personal information obtained from wearable devices
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US20180268347A1 (en) * 2017-03-17 2018-09-20 International Business Machines Corporation Processing a service request of a service catalog
US10038788B1 (en) * 2017-05-09 2018-07-31 Oracle International Corporation Self-learning adaptive routing system
US20190220841A1 (en) * 2018-01-12 2019-07-18 Wells Fargo Bank, N.A. Dynamic micropayment fee selector
US11303632B1 (en) * 2018-06-08 2022-04-12 Wells Fargo Bank, N.A. Two-way authentication system and method
US10681213B2 (en) * 2018-07-31 2020-06-09 Avaya Inc. Dynamic synchronization of co-existing multichannel interactions in a contact center
US10997250B2 (en) * 2018-09-24 2021-05-04 Salesforce.Com, Inc. Routing of cases using unstructured input and natural language processing
WO2020252016A1 (en) * 2019-06-12 2020-12-17 Liveperson, Inc. Systems and methods for external system integration
BR102019012182A2 (pt) * 2019-06-13 2020-12-22 Carlos Alberto Bento Coelho Sistema e método de monitoramento de assistência técnica para equipamentos
US12267219B2 (en) * 2019-07-12 2025-04-01 SupportLogic, Inc. Assigning support tickets to support agents
US20220035864A1 (en) * 2020-07-30 2022-02-03 Boomi, Inc. System and method of intelligent profiling a user of a cloud-native application development platform
CN114691396A (zh) * 2020-12-28 2022-07-01 阿里巴巴集团控股有限公司 任务调度方法、装置及计算机存储介质
US11907873B1 (en) 2021-01-12 2024-02-20 Wells Fargo Bank, N.A. Systems and methods for business syndicate geolocated skill matching
US20230316297A1 (en) * 2022-03-30 2023-10-05 InContact Inc. Systems and methods for personality based routing for digital contacts

Family Cites Families (19)

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US6661889B1 (en) * 2000-01-18 2003-12-09 Avaya Technology Corp. Methods and apparatus for multi-variable work assignment in a call center
CN1311665C (zh) * 2003-07-01 2007-04-18 株式会社日立制作所 具有多个分布式回归代理的移动IPv6网络及其负载平衡方法
CN100450049C (zh) * 2003-10-14 2009-01-07 华为技术有限公司 一种实现资源分配的方法
US8234141B1 (en) * 2004-09-27 2012-07-31 Avaya Inc. Dynamic work assignment strategies based on multiple aspects of agent proficiency
US8335704B2 (en) * 2005-01-28 2012-12-18 Pegasystems Inc. Methods and apparatus for work management and routing
US7640160B2 (en) * 2005-08-05 2009-12-29 Voicebox Technologies, Inc. Systems and methods for responding to natural language speech utterance
US9300802B1 (en) * 2008-01-28 2016-03-29 Satmap International Holdings Limited Techniques for behavioral pairing in a contact center system
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
US8718271B2 (en) * 2008-01-28 2014-05-06 Satmap International Holdings Limited Call routing methods and systems based on multiple variable standardized scoring
US8472611B2 (en) * 2008-11-06 2013-06-25 The Resource Group International Ltd. Balancing multiple computer models in a call center routing system
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JP5359400B2 (ja) * 2009-03-11 2013-12-04 富士通株式会社 業務対象振分装置、その方法、及びプログラム
JP2011008464A (ja) * 2009-06-25 2011-01-13 Fujitsu Ltd 問い合わせ処理装置及びその方法
WO2011013227A1 (ja) * 2009-07-30 2011-02-03 株式会社日立製作所 人員配置システム及びサーバ
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US8848900B2 (en) * 2013-02-07 2014-09-30 Oracle International Corporation System and method for automating skillset additions
JP5994154B2 (ja) * 2013-03-27 2016-09-21 東日本電信電話株式会社 コンタクト支援システム、及びコンタクト支援方法
US10445670B2 (en) * 2013-11-07 2019-10-15 Oracle International Corporation Team-based approach to skills-based agent assignment

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