KR102312723B1 - 파견 센터 시스템에서의 행태적 페어링을 위한 기법들 - Google Patents

파견 센터 시스템에서의 행태적 페어링을 위한 기법들 Download PDF

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KR102312723B1
KR102312723B1 KR1020197029247A KR20197029247A KR102312723B1 KR 102312723 B1 KR102312723 B1 KR 102312723B1 KR 1020197029247 A KR1020197029247 A KR 1020197029247A KR 20197029247 A KR20197029247 A KR 20197029247A KR 102312723 B1 KR102312723 B1 KR 102312723B1
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dispatch
consumer
behavioral pairing
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agent
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로버트 가드너 던
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아피니티, 엘티디.
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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
    • 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
    • G06Q10/04—Forecasting or optimisation specially adapted for administrative or management purposes, e.g. linear programming or "cutting stock problem"
    • 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
    • G06Q10/067—Enterprise or organisation modelling
    • 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
    • G06Q10/10—Office automation; Time management
    • G06Q10/105—Human resources
    • G06Q10/1053—Employment or hiring

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KR1020197029247A 2017-04-05 2018-04-03 파견 센터 시스템에서의 행태적 페어링을 위한 기법들 Active KR102312723B1 (ko)

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Application Number Priority Date Filing Date Title
US15/480,034 2017-04-05
US15/480,034 US10970658B2 (en) 2017-04-05 2017-04-05 Techniques for behavioral pairing in a dispatch center system
PCT/IB2018/000434 WO2018185553A1 (en) 2017-04-05 2018-04-03 Techniques for behavioral pairing in a dispatch center system

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KR20190133011A KR20190133011A (ko) 2019-11-29
KR102312723B1 true KR102312723B1 (ko) 2021-10-14

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US (3) US10970658B2 (cg-RX-API-DMAC7.html)
JP (1) JP6894065B2 (cg-RX-API-DMAC7.html)
KR (1) KR102312723B1 (cg-RX-API-DMAC7.html)
CN (1) CN109074535B (cg-RX-API-DMAC7.html)
AU (2) AU2018206692A1 (cg-RX-API-DMAC7.html)
CA (1) CA3026131C (cg-RX-API-DMAC7.html)
WO (1) WO2018185553A1 (cg-RX-API-DMAC7.html)

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Publication number Priority date Publication date Assignee Title
US20200401982A1 (en) * 2019-06-18 2020-12-24 Afiniti, Ltd. Techniques for multistep data capture for behavioral pairing in a task assignment system
US10757261B1 (en) * 2019-08-12 2020-08-25 Afiniti, Ltd. Techniques for pairing contacts and agents in a contact center system
CN112463713B (zh) * 2020-12-09 2024-07-12 威创集团股份有限公司 一种处理器的自动寻道方法和装置

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