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1. 发明申请

US20110283000A1 Management of Queues in Contact Centres 审中-公开
标题翻译：联络中心排队管理
公开(公告)号：US20110283000A1
公开(公告)日：2011-11-17
申请号：US13195948
申请日：2011-08-02
申请人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
发明人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
IPC分类号： G06F15/173
CPC分类号： H04M3/523 , G06Q10/063112 , H04M3/5166 , H04M3/5233 , H04M3/5237
摘要： Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.
摘要翻译：通过将每个联系人表示为包含技能组和优先级标识符的软件对象，在联络中心内管理联系人。通过对每个联系人之前和之后的对象的引用和/或来自对象的联系对象相对于彼此进行排队。以这种方式，可以省去常规的队列。可以通过网络对多个联络中心进行查询，以识别与每个本地队列顶部的某些标准相匹配的对象。以这种方式，一组本地队列替代网络队列，在网络或网络本身的任何单独组件的故障的情况下提供增强的弹性。

2. 发明授权

US08010607B2 Management of queues in contact centres 有权
标题翻译：管理联络中心队列
公开(公告)号：US08010607B2
公开(公告)日：2011-08-30
申请号：US10645438
申请日：2003-08-21
申请人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
发明人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
IPC分类号： G06F15/16 , H04M3/00 , G06Q10/00
CPC分类号： H04M3/523 , G06Q10/063112 , H04M3/5166 , H04M3/5233 , H04M3/5237
摘要： Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.
摘要翻译：通过将每个联系人表示为包含技能组和优先级标识符的软件对象，在联络中心内管理联系人。通过对每个联系人之前和之后的对象的引用和/或来自对象的联系对象相对于彼此进行排队。以这种方式，可以省去常规的队列。可以通过网络对多个联络中心进行查询，以识别与每个本地队列顶部的某些标准相匹配的对象。以这种方式，一组本地队列替代网络队列，在网络或网络本身的任何单独组件的故障的情况下提供增强的弹性。

3. 发明申请

US20050044129A1 Management of queues in contact centres 有权
标题翻译：管理联络中心队列
公开(公告)号：US20050044129A1
公开(公告)日：2005-02-24
申请号：US10645438
申请日：2003-08-21
申请人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
发明人： Tony McCormack , Nithyaganesh Kirubalaratnam , Neil O'Connor
IPC分类号： H04M3/51 , H04M3/523 , G06F15/16
CPC分类号： H04M3/523 , G06Q10/063112 , H04M3/5166 , H04M3/5233 , H04M3/5237
摘要： Contacts are managed within a contact centre by representing each contact as a software object which contains skillset and priority identifiers. Contact objects are queued relative to one another by means of references to and/or from the object(s) immediately ahead of and behind each contact. In this way a conventional queue can be dispensed with. Queries can be made to a plurality of contact centres across a network to identify objects matching certain criteria at the top of each local queue. In this way a set of local queues substitutes for a network queue providing increased resilience in the case of the failure of any individual component of the network or of the network itself.
摘要翻译：通过将每个联系人表示为包含技能组和优先级标识符的软件对象，在联络中心内管理联系人。通过对每个联系人之前和之后的对象的引用和/或来自对象的联系对象相对于彼此进行排队。以这种方式，可以省去常规的队列。可以通过网络对多个联络中心进行查询，以识别与每个本地队列顶部的某些标准相匹配的对象。以这种方式，一组本地队列替代网络队列，在网络或网络本身的任何单独组件的故障的情况下提供增强的弹性。

4. 发明授权

US06917898B1 Generation and processing of statistical information 有权
标题翻译：生成和处理统计信息
公开(公告)号：US06917898B1
公开(公告)日：2005-07-12
申请号：US10675768
申请日：2003-09-30
申请人： Nithyaganesh Kirubalaratnam , Tony McCormack , Paul D'Arcy
发明人： Nithyaganesh Kirubalaratnam , Tony McCormack , Paul D'Arcy
IPC分类号： G06F17/18 , G06Q10/00 , H04M3/51
CPC分类号： G06Q10/06 , H04M3/5175
摘要： A method and system are provided for generating statistical information from input data relating to the operation of a monitored system over time. The monitored system is preferably a contact center or call centre. The method involves pegging input data relating to the operation of the system over a finite time interval and storing this pegged data in a record so that the contents of the record are identifiable according to the finite time interval to which the data relates. This pegging is repeated continually resulting in a large number of records being stored, each containing data relating to a short time interval. The pegged data from the revelant records can then be used multiple times in a variety of statistical threads or windows rather than having each statistical thread engine peg the information it requires separately.
摘要翻译：提供了一种方法和系统，用于从与被监视系统的操作相关的输入数据随时间生成统计信息。所监视的系统优选地是联络中心或呼叫中心。该方法涉及在有限的时间间隔内与输入系统的操作有关的输入数据，并将该挂起的数据存储在记录中，使得记录的内容可以根据与数据相关的有限的时间间隔来识别。这种连续重复被连续地重复，导致存储大量记录，每个记录包含与短时间间隔有关的数据。然后，可以在各种统计线程或窗口中多次使用来自雷达记录的固定数据，而不是使每个统计线程引擎分别单独处理需要的信息。

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