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1. 发明授权

US06463346B1 Workflow-scheduling optimization driven by target completion time 有权
标题翻译：目标完成时间驱动的工作流调度优化
公开(公告)号：US06463346B1
公开(公告)日：2002-10-08
申请号：US09415577
申请日：1999-10-08
申请人： Andrew D. Flockhart , Darryl J. Maxwell , Keith Robert McFarlane , Paul L. Richman , Lucinda M. Sanders
发明人： Andrew D. Flockhart , Darryl J. Maxwell , Keith Robert McFarlane , Paul L. Richman , Lucinda M. Sanders
IPC分类号： G06F1900
CPC分类号： G06Q10/10 , H04M3/523 , H04M3/5238
摘要： The flow of work items (40) through a workflow process (50) is optimized by repeatedly reordering (FIG. 3) work items enqueued in inbox queues (21) of workflow process tasks (500) to maximize results according to a given business strategy expressed through target times. Each enqueued work item has an associated in-queue rating (IQR 28) that represents the number of queue positions (23) that the work item can be retarded or needs to be advanced to meet its target time. When a work item enters a queue and whenever a work item changes its queue position, its IQR is computed. An optimization function is then performed (404) on the queue to determine an order of the enqueued work items that optimizes a metric of those work items that may fail to meet their target times. The work items in the queue are then reordered (406) accordingly.
摘要翻译：通过工作流过程（50）的工作项目（40）的流程通过在工作流过程任务（500）的收件箱队列（21）中重新排序（图3）工作项目来优化，以根据给定的业务策略来最大化结果通过目标时间表达。每个入队的工作项目都具有相关的队列等级（IQR 28），其表示工作项目可以被延迟或需要被提前以满足其目标时间的队列位置数（23）。当工作项目进入队列时，每当工作项目更改其队列位置时，计算其IQR。然后在队列上执行优化功能（404）以确定优化可能无法达到其目标时间的那些工作项的度量的入队工作项的顺序。队列中的工作项随后重新排序（406）。

2. 发明授权

US06453038B1 System for integrating agent database access skills in call center agent assignment applications 有权
标题翻译：在呼叫中心代理分配应用程序中集成代理数据库访问技能的系统
公开(公告)号：US06453038B1
公开(公告)日：2002-09-17
申请号：US09586168
申请日：2000-06-01
申请人： Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Paul L. Richman , Darryl J. Maxwell
发明人： Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Paul L. Richman , Darryl J. Maxwell
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/42059 , H04M3/5235 , H04M2203/551 , H04M2242/22
摘要： The system for integrating agent database access skills in call center agent assignment applications dynamically generates data indicative of an agent's effective skill level by mapping the agent's acquired skills into their augmented skills representative of their ability to use the various automated resources that are required to satisfy the customer's request. The determined effective skill level is automatically updated as changes in the agent's effective skills are measured. In order to distribute work among the agents based upon agent skill levels, there must be a measure of each agent's competence with a particular skill. The pool of agents is divided into categories of those who must use guided problem solving tools to service a customer request, those who can address issues beyond the scope of the guided problem solving tool, and those who exhibit various levels of efficacy in using the guided problem solving tool. The system for integrating agent database access skills in call center agent assignment applications automatically computes an agent's effective skill level, which is a term used herein to describe a metric indicative of the agent's overall knowledge management ability consisting of both acquired skills and augmented skills.
摘要翻译：在呼叫中心代理分配应用程序中集成代理数据库访问技能的系统通过将代理人获得的技能映射到增强技能中来动态地生成指示代理人有效技能水平的数据，代表其使用满足以下要求所需的各种自动化资源的能力客户要求当测量代理人的有效技能的变化时，确定的有效技能水平会自动更新。为了基于代理技能水平在代理商之间分配工作，必须对每个代理人的能力进行特定技能的度量。代理商池分为那些必须使用指导性解决问题工具来服务客户请求的人员，那些可以解决超出指导性问题解决工具范围的问题的人员以及使用指导解决问题的工具在呼叫中心代理分配应用中集成代理数据库访问技能的系统自动计算代理的有效技能水平，这是本文中使用的术语，用于描述指示代理人的综合知识管理能力的度量，包括获得的技能和增强技能。

3. 发明授权

US06690788B1 Integrated work management engine for customer care in a communication system 有权
标题翻译：集成工作管理引擎，用于通信系统中的客户关怀
公开(公告)号：US06690788B1
公开(公告)日：2004-02-10
申请号：US09662294
申请日：2000-09-15
申请人： David L. Bauer , Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Gary S. King , Darryl J. Maxwell , Steve R. Russell , Robert Alan Stewart , Wendy S. Cook
发明人： David L. Bauer , Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Gary S. King , Darryl J. Maxwell , Steve R. Russell , Robert Alan Stewart , Wendy S. Cook
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/42059 , H04M3/5235 , H04M2203/551 , H04M2242/22
摘要： The present integrated work management engine for customer care orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise. This integrated work management engine brings together all types of disparate communication system components, applications and information storage systems so the business which provides the customer care via these systems can respond to their customer requests in a unified, efficient and effective manner. The integrated work management engine also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. The integrated work management engine accepts work through multiple access channels, where each work request is automatically mapped to a process flow that specifies the task associated with the handling of the particular work item. The integrated work management engine uses resource selection algorithms to select the customer agent who is best equipped to handle the next step of the work request where customer data is accessed, and customer case files are updated through the fulfillment process. The selected customer agent views the customer information, process information, forms, and performance statistics on their desktop terminal device through an API set that is tightly coupled to the integrated work management engine.
摘要翻译：现有的综合工作管理引擎，用于客户关怀，协调整个企业的客户需求服务的各种形式的工作。这种集成的工作管理引擎汇集了各种不同的通信系统组件，应用程序和信息存储系统，从而通过这些系统提供客户关怀的业务可以以统一，高效和有效的方式响应客户的要求。综合工作管理引擎还集成了前台客户通信的实时操作和后台的批量数据处理模式。集成工作管理引擎通过多个访问通道来接受工作，其中每个工作请求被自动映射到指定与特定工作项的处理相关联的任务的进程流。综合工作管理引擎使用资源选择算法来选择最佳配置来处理访问客户数据的工作请求的下一步的客户代理，并通过履行过程更新客户案例文件。所选客户代理通过紧密耦合到集成工作管理引擎的API集查看其桌面终端设备上的客户信息，过程信息，表单和性能统计信息。

4. 发明授权

US07035927B2 Intelligent inbound/outbound communications blending 有权
标题翻译：智能入站/出站通信混合
公开(公告)号：US07035927B2
公开(公告)日：2006-04-25
申请号：US10097017
申请日：2002-03-12
申请人： Andrew Derek Flockhart , Robin H. Foster , Eugene P. Mathews , Darryl J. Maxwell
发明人： Andrew Derek Flockhart , Robin H. Foster , Eugene P. Mathews , Darryl J. Maxwell
IPC分类号： H04M3/36 , G06F15/173
CPC分类号： H04M3/5158 , H04M3/5233 , H04M3/5238
摘要： In a blended inbound/outbound call center (100), an outbound call-pacing function (122) decides whether or not to initiate an additional outbound call for a particular skill. It determines (206) whether the number of available agents for the skill plus the number of resting agents for the skill exceeds the number of available inbound calls for the skill plus the number of outstanding outbound calls for the skill. It also determines (312) whether a target service time for the skill exceeds an estimated wait time of each of the available inbound calls for the skill assuming that pending outbound calls for the skill plus one take precedence over the inbound calls. If both determinations are affirmative, the call pacing function initiates (318) an additional call for the skill. If either determination is negative, the function forbears (321) from initiating an additional call for the skill. The number of available and resting agents may be incremented (206) by (a) a difference between the target service time for the skill and the present waiting time of the last-enqueued inbound call for the skill divided by the average rate of advance through the skill's call queue, or (b) the average amount of time that a newly-initiated outbound call for the skill takes to become available divided by the average rate of advance, plus the number of agents for the skill who are busy but expected to become available within a time period equal to (a) or (b), less the number of those agents that will receive a rest period upon becoming idle. The number of calls may be incremented (206) by the number of inbound calls that are expected to arrive within the time period (a) or (b).
摘要翻译：在混合进/出呼叫中心（100）中，出局呼叫起搏功能（122）决定是否针对特定技能发起额外的出站呼叫。它确定（206）技能的可用代理的数量加上该技能的静止代理人数是否超过该技能的可用入站呼叫的数量加上该技能的未完成的出站呼叫的数量。它还确定（312）技能的目标服务时间是否超过了技能的每个可用的入站呼叫的估计等待时间，假设该技能的等待呼出呼叫优先于入局呼叫。如果两个确定都是肯定的，则呼叫起搏功能启动（318）对该技能的附加呼叫。如果任一确定是否定的，该功能将禁止（321）启动对该技能的额外调用。可用和休息人员的数量可以通过以下方式递增（206）：（a）技能的目标服务时间与最后入队呼入技能的当前等待时间之间的差异除以平均提前速度通过技能的呼叫队列，或者（b）新发起的技能出站呼叫可用的平均时间除以平均提前速度，加上忙碌但预期的技能的代理人数在等于（a）或（b）的时间段内变得可用，减去在空闲时将休息的代理人的数量。可以在（a）或（b）期间期望到达的呼入呼叫数增加呼叫次数（206）。

5. 发明授权

US06704410B1 System for automatically assigning skill levels to multiple skilled agents in call center agent assignment applications 有权
标题翻译：用于自动将技能等级分配给呼叫中心代理分配应用中的多个熟练代理的系统
公开(公告)号：US06704410B1
公开(公告)日：2004-03-09
申请号：US09586174
申请日：2000-06-01
申请人： Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Paul L. Richman , Darryl J. Maxwell
发明人： Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Paul L. Richman , Darryl J. Maxwell
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/42059 , H04M3/5235 , H04M2203/551 , H04M2242/22
摘要： The system for integrating agent database access skills in call center agent assignment applications dynamically generates data indicative of an agent's effective skill level by mapping the agent's acquired skills into their augmented skills representative of their ability to use the various automated resources that are required to satisfy the customer's request. The determined effective skill level is automatically updated as changes in the agent's effective skills are measured. In order to distribute work among the agents based upon agent skill levels, there must be a measure of each agent's competence with a particular skill. The pool of agents is divided into categories of those who must use guided problem solving tools to service a customer request, those who can address issues beyond the scope of the guided problem solving tool, and those who exhibit various levels of efficacy in using the guided problem solving tool. The system for integrating agent database access skills in call center agent assignment applications automatically computes an agent's effective skill level, which is a term used herein to describe a metric indicative of the agent's overall knowledge management ability consisting of both acquired skills and augmented skills.
摘要翻译：在呼叫中心代理分配应用程序中集成代理数据库访问技能的系统通过将代理人获得的技能映射到增强技能中来动态地生成指示代理人有效技能水平的数据，代表其使用满足以下要求所需的各种自动化资源的能力客户要求当测量代理人的有效技能的变化时，确定的有效技能水平会自动更新。为了基于代理技能水平在代理商之间分配工作，必须对每个代理人的能力进行特定技能的度量。代理商池分为那些必须使用指导性解决问题工具来服务客户请求的人员，那些可以解决超出指导性问题解决工具范围的问题的人员以及使用指导解决问题的工具在呼叫中心代理分配应用中集成代理数据库访问技能的系统自动计算代理的有效技能水平，这是本文中使用的术语，用于描述指示代理人的综合知识管理能力的指标，包括获得的技能和增强技能。

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