JP6789241B2 - エージェント割り当てを行うための多次元方法 - Google Patents

エージェント割り当てを行うための多次元方法 Download PDF

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JP6789241B2
JP6789241B2 JP2017554806A JP2017554806A JP6789241B2 JP 6789241 B2 JP6789241 B2 JP 6789241B2 JP 2017554806 A JP2017554806 A JP 2017554806A JP 2017554806 A JP2017554806 A JP 2017554806A JP 6789241 B2 JP6789241 B2 JP 6789241B2
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criteria
task
agent
processor
grid
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JP2018527634A5 (enExample
JP2018527634A (ja
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アリソン，ダナ
ガルセン，デニス
チャン，ビクター・チュン−ワイ
ポコック，アダム・クレイグ
カナニ，パリカ
グリーンバーグ，デイビッド
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オラクル・インターナショナル・コーポレイション
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    • 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
    • G06Q10/06311—Scheduling, planning or task assignment for a person or group
    • G06Q10/063112—Skill-based matching of a person or a group to a task
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
    • G06F16/24—Querying
    • G06F16/245—Query processing
    • G06F16/2457—Query processing with adaptation to user needs
    • G06F16/24578—Query processing with adaptation to user needs using ranking
    • 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
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales

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  • Business, Economics & Management (AREA)
  • Engineering & Computer Science (AREA)
  • Human Resources & Organizations (AREA)
  • Theoretical Computer Science (AREA)
  • Strategic Management (AREA)
  • Economics (AREA)
  • General Physics & Mathematics (AREA)
  • Physics & Mathematics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Educational Administration (AREA)
  • General Business, Economics & Management (AREA)
  • Development Economics (AREA)
  • Marketing (AREA)
  • Tourism & Hospitality (AREA)
  • Game Theory and Decision Science (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Computational Linguistics (AREA)
  • Data Mining & Analysis (AREA)
  • General Engineering & Computer Science (AREA)
  • Databases & Information Systems (AREA)
  • Information Transfer Between Computers (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
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 JP2018527634A5 (enExample) 2019-03-14
JP6789241B2 true JP6789241B2 (ja) 2020-11-25

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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

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

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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

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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
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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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Publication number Publication date
US20170024680A1 (en) 2017-01-26
WO2017014952A1 (en) 2017-01-26
CN107533680A (zh) 2018-01-02
JP2018527634A (ja) 2018-09-20

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