MX2023010385A - Tecnicas para analisis comparativo de estrategias de emparejamiento en un sistema de centro de contactos. - Google Patents
Tecnicas para analisis comparativo de estrategias de emparejamiento en un sistema de centro de contactos.Info
- Publication number
- MX2023010385A MX2023010385A MX2023010385A MX2023010385A MX2023010385A MX 2023010385 A MX2023010385 A MX 2023010385A MX 2023010385 A MX2023010385 A MX 2023010385A MX 2023010385 A MX2023010385 A MX 2023010385A MX 2023010385 A MX2023010385 A MX 2023010385A
- Authority
- MX
- Mexico
- Prior art keywords
- pairing strategies
- techniques
- contact
- contact center
- center system
- Prior art date
Links
- 230000003993 interaction Effects 0.000 abstract 3
- 230000001351 cycling effect Effects 0.000 abstract 1
Classifications
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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
- G06Q10/06393—Score-carding, benchmarking or key performance indicator [KPI] analysis
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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
- H04M3/523—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
- H04M3/5235—Dependent on call type or called number [DNIS]
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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
- G06Q10/0631—Resource planning, allocation, distributing or scheduling for enterprises or organisations
- G06Q10/06311—Scheduling, planning or task assignment for a person or group
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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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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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
- H04M3/523—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
-
- 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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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/18—Comparators
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/36—Memories
Landscapes
- Business, Economics & Management (AREA)
- Human Resources & Organizations (AREA)
- Engineering & Computer Science (AREA)
- Economics (AREA)
- Entrepreneurship & Innovation (AREA)
- Strategic Management (AREA)
- Marketing (AREA)
- Development Economics (AREA)
- Educational Administration (AREA)
- Operations Research (AREA)
- Game Theory and Decision Science (AREA)
- Quality & Reliability (AREA)
- Tourism & Hospitality (AREA)
- Physics & Mathematics (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
- Alarm Systems (AREA)
- Motorcycle And Bicycle Frame (AREA)
Abstract
Se describen técnicas para análisis comparativo de estrategias de emparejamiento en un sistema de centro de contactos. En una modalidad particular, las técnicas pueden realizarse como un método para hacer análisis comparativo de estrategias de emparejamiento en un sistema de centro de contactos que comprende: completar un ciclo, mediante al menos un procesador configurado para operaciones de centro de contactos, entre al menos dos estrategias de emparejamiento; y determinar, mediante al menos un procesador, una diferencia en rendimiento entre al menos dos estrategias de emparejamiento, en donde al menos un contacto se emparejó en una secuencia de interacciones de contacto para alcanzar un resultado final durante una interacción de contacto final de la secuencia de interacciones de contacto.
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US15/131,915 US9712676B1 (en) | 2008-01-28 | 2016-04-18 | Techniques for benchmarking pairing strategies in a contact center system |
US15/221,698 US9774740B2 (en) | 2008-01-28 | 2016-07-28 | Techniques for benchmarking pairing strategies in a contact center system |
Publications (1)
Publication Number | Publication Date |
---|---|
MX2023010385A true MX2023010385A (es) | 2023-09-14 |
Family
ID=59021538
Family Applications (2)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
MX2018012666A MX2018012666A (es) | 2016-04-18 | 2017-04-18 | Tecnicas para analisis comparativo de estrategias de emparejamiento en un sistema de centro de contactos. |
MX2023010385A MX2023010385A (es) | 2016-04-18 | 2018-10-16 | Tecnicas para analisis comparativo de estrategias de emparejamiento en un sistema de centro de contactos. |
Family Applications Before (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
MX2018012666A MX2018012666A (es) | 2016-04-18 | 2017-04-18 | Tecnicas para analisis comparativo de estrategias de emparejamiento en un sistema de centro de contactos. |
Country Status (10)
Country | Link |
---|---|
EP (5) | EP3373216A1 (es) |
JP (5) | JP6488061B2 (es) |
KR (7) | KR102619349B1 (es) |
CN (24) | CN110033163B (es) |
AU (6) | AU2017252021A1 (es) |
BR (1) | BR112018071519A8 (es) |
CA (2) | CA3061637C (es) |
HK (4) | HK1246938A1 (es) |
MX (2) | MX2018012666A (es) |
WO (1) | WO2017182879A1 (es) |
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US10867263B2 (en) * | 2018-12-04 | 2020-12-15 | Afiniti, Ltd. | Techniques for behavioral pairing in a multistage task assignment system |
US11611659B2 (en) * | 2020-02-03 | 2023-03-21 | Afiniti, Ltd. | Techniques for behavioral pairing in a task assignment system |
KR20220137708A (ko) * | 2020-02-05 | 2022-10-12 | 아피니티, 엘티디. | 외부 페어링 시스템과의 태스크 할당 시스템에서의 행동 페어링을 위한 기술들 |
EP4100901A1 (en) | 2020-02-05 | 2022-12-14 | Afiniti, Ltd. | Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system |
EP4270912A1 (en) * | 2022-04-27 | 2023-11-01 | Afiniti, Ltd. | Techniques for comparatively measuring pairing algorithms in a contact center system |
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2017
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