JP2022031957A - コンタクトセンター通信セッションルーティング動作の実施 - Google Patents
コンタクトセンター通信セッションルーティング動作の実施 Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
-
- 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
- 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
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR 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
- G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
- G06Q10/06398—Performance of employee with respect to a job function
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- 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
- H04M3/5175—Call or contact centers supervision arrangements
-
- 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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
- H04M2203/551—Call history
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
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- General Physics & Mathematics (AREA)
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- Telephonic Communication Services (AREA)
Abstract
Description
Claims (1)
- マイクロプロセッサと、
前記マイクロプロセッサと結合されたコンピューター可読媒体であって、
コンタクトセンターネットワークにおける通信セッション及び/又はエージェントセッションの1つ以上のルーティング特性をリアルタイムで特定することと、
前記通信セッション及び/又は前記エージェントセッションの前記1つ以上のルーティング特性を、前記コンタクトセンターネットワークにおける望ましい及び/又は望ましくない通信セッション動作を特定する1つ以上の既定のルーティング特性と比較することと、
前記コンタクトセンターネットワークにおける前記望ましい及び/又は望ましくない通信セッション動作を特定したことに応答して、前記コンタクトセンターネットワークにおける前記通信セッション及び/又は前記エージェントセッションのルーティングを変更することと、
を行うように前記マイクロプロセッサをプログラミングするマイクロプロセッサ可読実行可能命令を含む、コンピューター可読媒体と、
を備える、システム。
Applications Claiming Priority (3)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US16/169,813 | 2018-10-24 | ||
US16/169,813 US10827074B2 (en) | 2018-10-24 | 2018-10-24 | Enforcement of contact center communication session routing behaviors |
JP2019178861A JP2020068523A (ja) | 2018-10-24 | 2019-09-30 | コンタクトセンター通信セッションルーティング動作の実施 |
Related Parent Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
JP2019178861A Division JP2020068523A (ja) | 2018-10-24 | 2019-09-30 | コンタクトセンター通信セッションルーティング動作の実施 |
Publications (2)
Publication Number | Publication Date |
---|---|
JP2022031957A true JP2022031957A (ja) | 2022-02-22 |
JP2022031957A5 JP2022031957A5 (ja) | 2022-10-13 |
Family
ID=68069630
Family Applications (2)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
JP2019178861A Pending JP2020068523A (ja) | 2018-10-24 | 2019-09-30 | コンタクトセンター通信セッションルーティング動作の実施 |
JP2021205324A Pending JP2022031957A (ja) | 2018-10-24 | 2021-12-17 | コンタクトセンター通信セッションルーティング動作の実施 |
Family Applications Before (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
JP2019178861A Pending JP2020068523A (ja) | 2018-10-24 | 2019-09-30 | コンタクトセンター通信セッションルーティング動作の実施 |
Country Status (4)
Country | Link |
---|---|
US (1) | US10827074B2 (ja) |
EP (1) | EP3637748A3 (ja) |
JP (2) | JP2020068523A (ja) |
KR (1) | KR102219548B1 (ja) |
Families Citing this family (4)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US11770478B2 (en) | 2017-01-20 | 2023-09-26 | Virtual Hold Technology Solutions, Llc | System and method for mobile device active callback prioritization with predictive outcome scoring |
US10805459B1 (en) | 2018-08-07 | 2020-10-13 | First Orion Corp. | Call screening service for communication devices |
US10999440B1 (en) | 2020-01-02 | 2021-05-04 | Avaya Inc. | Method to augment routing delivery systems with intuitive human knowledge, expertise, and iterative artificial intelligence and machine learning in contact center environments |
US11882241B2 (en) | 2022-01-28 | 2024-01-23 | Zoom Video Communications, Inc. | Profile-based contact center request routing |
Citations (7)
Publication number | Priority date | Publication date | Assignee | Title |
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JPH11205459A (ja) * | 1998-01-19 | 1999-07-30 | Nec Eng Ltd | 電子交換方式 |
US20060062373A1 (en) * | 2004-09-23 | 2006-03-23 | Steven Chervets | Call center agent presence verification |
JP2006197139A (ja) * | 2005-01-12 | 2006-07-27 | Seiko Epson Corp | 通話情報印刷システム及び通信サーバ |
JP2006279102A (ja) * | 2005-03-25 | 2006-10-12 | Papion:Kk | 通話システム |
JP2011193250A (ja) * | 2010-03-15 | 2011-09-29 | Toshiba Corp | 着信応答前転送機能を備えたコールセンターシステム及びオペレータ端末装置 |
JP2012195863A (ja) * | 2011-03-17 | 2012-10-11 | Oki Networks Co Ltd | コールセンタシステム、コールセンタサーバ及びコールセンタプログラム、並びに、自動着信呼分配装置 |
JP2018101941A (ja) * | 2016-12-21 | 2018-06-28 | Nttテクノクロス株式会社 | 制御装置、制御システム、制御方法及びプログラム |
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US6912272B2 (en) * | 2001-09-21 | 2005-06-28 | Talkflow Systems, Llc | Method and apparatus for managing communications and for creating communication routing rules |
JP2003338880A (ja) * | 2002-05-20 | 2003-11-28 | Nec Engineering Ltd | 着信呼均等分配方式 |
JP4217906B2 (ja) * | 2004-09-17 | 2009-02-04 | セイコーエプソン株式会社 | 前駆体溶液の製造方法 |
US8300798B1 (en) * | 2006-04-03 | 2012-10-30 | Wai Wu | Intelligent communication routing system and method |
KR100851157B1 (ko) * | 2006-10-18 | 2008-08-08 | 주식회사 케이티 | 리라우팅 기능을 갖는 전국대표번호 서비스 제공 콜센터,시스템, 및 방법 |
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JP6208906B1 (ja) * | 2016-09-23 | 2017-10-04 | Hoyaサービス株式会社 | コンタクトセンターを介した商取引におけるカード決済処理の支援方法 |
CN107872593B (zh) | 2017-03-13 | 2020-09-22 | 平安科技(深圳)有限公司 | 坐席分配的方法及装置 |
-
2018
- 2018-10-24 US US16/169,813 patent/US10827074B2/en active Active
-
2019
- 2019-09-26 EP EP19199716.2A patent/EP3637748A3/en not_active Ceased
- 2019-09-27 KR KR1020190119994A patent/KR102219548B1/ko active IP Right Grant
- 2019-09-30 JP JP2019178861A patent/JP2020068523A/ja active Pending
-
2021
- 2021-12-17 JP JP2021205324A patent/JP2022031957A/ja active Pending
Patent Citations (7)
Publication number | Priority date | Publication date | Assignee | Title |
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JPH11205459A (ja) * | 1998-01-19 | 1999-07-30 | Nec Eng Ltd | 電子交換方式 |
US20060062373A1 (en) * | 2004-09-23 | 2006-03-23 | Steven Chervets | Call center agent presence verification |
JP2006197139A (ja) * | 2005-01-12 | 2006-07-27 | Seiko Epson Corp | 通話情報印刷システム及び通信サーバ |
JP2006279102A (ja) * | 2005-03-25 | 2006-10-12 | Papion:Kk | 通話システム |
JP2011193250A (ja) * | 2010-03-15 | 2011-09-29 | Toshiba Corp | 着信応答前転送機能を備えたコールセンターシステム及びオペレータ端末装置 |
JP2012195863A (ja) * | 2011-03-17 | 2012-10-11 | Oki Networks Co Ltd | コールセンタシステム、コールセンタサーバ及びコールセンタプログラム、並びに、自動着信呼分配装置 |
JP2018101941A (ja) * | 2016-12-21 | 2018-06-28 | Nttテクノクロス株式会社 | 制御装置、制御システム、制御方法及びプログラム |
Also Published As
Publication number | Publication date |
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JP2020068523A (ja) | 2020-04-30 |
US10827074B2 (en) | 2020-11-03 |
US20200137232A1 (en) | 2020-04-30 |
EP3637748A3 (en) | 2020-08-12 |
KR20200047323A (ko) | 2020-05-07 |
EP3637748A2 (en) | 2020-04-15 |
KR102219548B1 (ko) | 2021-02-23 |
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