TR201820929T4 - Bir bağlantı merkezi sistemindeki davranışsal eşleştirme teknikleri. - Google Patents
Bir bağlantı merkezi sistemindeki davranışsal eşleştirme teknikleri. Download PDFInfo
- Publication number
- TR201820929T4 TR201820929T4 TR2018/20929T TR201820929T TR201820929T4 TR 201820929 T4 TR201820929 T4 TR 201820929T4 TR 2018/20929 T TR2018/20929 T TR 2018/20929T TR 201820929 T TR201820929 T TR 201820929T TR 201820929 T4 TR201820929 T4 TR 201820929T4
- Authority
- TR
- Turkey
- Prior art keywords
- contact center
- center system
- matching techniques
- pair
- connection
- Prior art date
Links
- 238000000034 method Methods 0.000 title abstract 4
- 230000003542 behavioural effect Effects 0.000 title abstract 2
- 238000013507 mapping Methods 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
- G06Q10/06398—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
- H04M3/5183—Call or contact centers with computer-telephony 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
- H04M3/523—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
- H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
- H04M2201/18—Comparators
-
- 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
-
- 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]
Landscapes
- Business, Economics & Management (AREA)
- Engineering & Computer Science (AREA)
- Marketing (AREA)
- Human Resources & Organizations (AREA)
- Signal Processing (AREA)
- Strategic Management (AREA)
- Development Economics (AREA)
- Economics (AREA)
- Entrepreneurship & Innovation (AREA)
- Educational Administration (AREA)
- Physics & Mathematics (AREA)
- Operations Research (AREA)
- Quality & Reliability (AREA)
- Tourism & Hospitality (AREA)
- Game Theory and Decision Science (AREA)
- General Business, Economics & Management (AREA)
- General Physics & Mathematics (AREA)
- Theoretical Computer Science (AREA)
- Telephonic Communication Services (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
- Cosmetics (AREA)
- User Interface Of Digital Computer (AREA)
Abstract
Bir bağlantı merkezi sistemindeki davranışsal eşleştirme teknikleri açıklanmaktadır. Özel bir uygulamada, teknikler bir ya da daha fazla bağlantının sıralanmasını, bir ya da daha fazla aracının sıralanmasını, bir ilk çiftteki bir ilk bağlantı ve bir ilk aracı arasındaki sıralamadaki fark ile bir ikinci çiftteki bir ikinci bağlantı ve bir ikinci aracı arasındaki sıralamadaki farkın kıyaslanmasını ve kıyaslamaya dayalı olarak bağlantı için ilk ya da ikinci çiftin seçilmesini içeren bir bağlantı merkezindeki eşleme için bir metot olarak gerçekleştirilebilir, burada ilk bağlantı ve ikinci bağlantı farklıdır ya da ilk aracı ve ikinci aracı farklıdır.
Applications Claiming Priority (1)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US14/871,658 US9300802B1 (en) | 2008-01-28 | 2015-09-30 | Techniques for behavioral pairing in a contact center system |
Publications (1)
Publication Number | Publication Date |
---|---|
TR201820929T4 true TR201820929T4 (tr) | 2019-01-21 |
Family
ID=56137455
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
TR2018/20929T TR201820929T4 (tr) | 2015-09-30 | 2016-05-13 | Bir bağlantı merkezi sistemindeki davranışsal eşleştirme teknikleri. |
Country Status (14)
Country | Link |
---|---|
EP (5) | EP3477929A1 (tr) |
JP (5) | JP6526180B2 (tr) |
CN (2) | CN107005617B (tr) |
AU (3) | AU2016321485A1 (tr) |
BR (1) | BR112017007054B1 (tr) |
CA (1) | CA2961080C (tr) |
ES (1) | ES2710290T3 (tr) |
HU (1) | HUE043404T2 (tr) |
IL (3) | IL250776B (tr) |
MX (3) | MX2017002918A (tr) |
PH (1) | PH12017500585A1 (tr) |
PT (1) | PT3186948T (tr) |
TR (1) | TR201820929T4 (tr) |
WO (1) | WO2017055900A1 (tr) |
Families Citing this family (8)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
EP3477929A1 (en) * | 2015-09-30 | 2019-05-01 | Afiniti International Holdings, Ltd. | Techniques for behavioral pairing in a contact center system |
US9930180B1 (en) * | 2017-04-28 | 2018-03-27 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
US11399096B2 (en) * | 2017-11-29 | 2022-07-26 | Afiniti, Ltd. | Techniques for data matching in a contact center system |
US10757262B1 (en) | 2019-09-19 | 2020-08-25 | Afiniti, Ltd. | Techniques for decisioning behavioral pairing in a task assignment system |
JP7490949B2 (ja) | 2019-12-12 | 2024-05-28 | 富士電機株式会社 | 電話応対業務支援装置、電話応対業務支援方法、及び電話応対業務支援プログラム |
WO2021158436A1 (en) * | 2020-02-03 | 2021-08-12 | Afiniti, Ltd. | Techniques for behavioral pairing in a task assignment system |
CN115280340A (zh) * | 2020-02-05 | 2022-11-01 | 阿菲尼帝有限公司 | 用于在具有外部配对系统的任务分配系统中进行行为配对的技术 |
WO2023212062A1 (en) | 2022-04-27 | 2023-11-02 | Afiniti, Ltd. | Techniques for benchmarking pairing strategies in a contact center system |
Family Cites Families (10)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US7798876B2 (en) | 2006-06-01 | 2010-09-21 | Finis Inc. | Kickboard for swimming |
MX2010008238A (es) * | 2008-01-28 | 2011-04-26 | Resource Group International Ltd | Encaminamiento de llamadores desde un conjunto de llamadores en secuencia desordenada. |
MX2011004815A (es) * | 2008-11-06 | 2011-06-16 | Resource Group International Ltd | Procedimiento de enrutamiento de dos etapas en un centro de atención telefónica. |
US8913736B2 (en) * | 2011-01-18 | 2014-12-16 | Avaya Inc. | System and method for delivering a contact to a preferred agent after a set wait period |
US20130051545A1 (en) * | 2011-08-25 | 2013-02-28 | Bank Of America Corporation | Call center system for dynamic determination of appropriate representative |
JP5533844B2 (ja) * | 2011-11-11 | 2014-06-25 | 沖電気工業株式会社 | 通信装置、通信方法、およびプログラム |
US8565410B2 (en) * | 2012-03-26 | 2013-10-22 | The Resource Group International, Ltd. | Call mapping systems and methods using variance algorithm (VA) and/or distribution compensation |
US8718269B2 (en) * | 2012-09-20 | 2014-05-06 | Avaya Inc. | Risks for waiting for well-matched |
CN104580760A (zh) * | 2014-12-25 | 2015-04-29 | 重庆森鑫炬科技有限公司 | Cti呼叫中心平台 |
EP3477929A1 (en) * | 2015-09-30 | 2019-05-01 | Afiniti International Holdings, Ltd. | Techniques for behavioral pairing in a contact center system |
-
2016
- 2016-05-13 EP EP18212022.0A patent/EP3477929A1/en not_active Withdrawn
- 2016-05-13 BR BR112017007054-5A patent/BR112017007054B1/pt active IP Right Grant
- 2016-05-13 JP JP2017514350A patent/JP6526180B2/ja active Active
- 2016-05-13 PT PT16730466T patent/PT3186948T/pt unknown
- 2016-05-13 MX MX2017002918A patent/MX2017002918A/es unknown
- 2016-05-13 CN CN201680003682.9A patent/CN107005617B/zh active Active
- 2016-05-13 CN CN201910183445.0A patent/CN110035189B/zh active Active
- 2016-05-13 EP EP18211624.4A patent/EP3474524A1/en not_active Withdrawn
- 2016-05-13 CA CA2961080A patent/CA2961080C/en active Active
- 2016-05-13 ES ES16730466T patent/ES2710290T3/es active Active
- 2016-05-13 EP EP18211783.8A patent/EP3474525A1/en not_active Withdrawn
- 2016-05-13 WO PCT/IB2016/000254 patent/WO2017055900A1/en active Application Filing
- 2016-05-13 AU AU2016321485A patent/AU2016321485A1/en not_active Abandoned
- 2016-05-13 EP EP22173631.7A patent/EP4064668A1/en active Pending
- 2016-05-13 HU HUE16730466A patent/HUE043404T2/hu unknown
- 2016-05-13 EP EP16730466.6A patent/EP3186948B1/en active Active
- 2016-05-13 TR TR2018/20929T patent/TR201820929T4/tr unknown
-
2017
- 2017-02-26 IL IL25077617A patent/IL250776B/en active IP Right Grant
- 2017-03-06 MX MX2021004742A patent/MX2021004742A/es unknown
- 2017-03-06 MX MX2021004730A patent/MX2021004730A/es unknown
- 2017-03-30 PH PH12017500585A patent/PH12017500585A1/en unknown
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2019
- 2019-01-20 IL IL264332A patent/IL264332B/en active IP Right Grant
- 2019-05-07 JP JP2019087516A patent/JP6873413B2/ja active Active
- 2019-07-21 IL IL268193A patent/IL268193B/en active IP Right Grant
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2020
- 2020-03-06 JP JP2020038621A patent/JP6858331B2/ja active Active
- 2020-09-04 AU AU2020227104A patent/AU2020227104A1/en not_active Abandoned
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2021
- 2021-02-26 JP JP2021029891A patent/JP7342051B2/ja active Active
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2022
- 2022-10-12 AU AU2022252758A patent/AU2022252758A1/en active Pending
-
2023
- 2023-07-12 JP JP2023114380A patent/JP2023145519A/ja active Pending
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