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1. 发明授权

US06766014B2 Customer service by batch 有权
标题翻译：客户服务按批次
公开(公告)号：US06766014B2
公开(公告)日：2004-07-20
申请号：US09756955
申请日：2001-01-09
申请人： Andrew D. Flockhart , Keith Robert McFarlane , Lucinda M. Sanders
发明人： Andrew D. Flockhart , Keith Robert McFarlane , Lucinda M. Sanders
IPC分类号： H04M3523
CPC分类号： H04M3/56 , H04M3/20 , H04M3/523 , H04M3/5233
摘要： In a customer contact center (100), a plurality of customers' communications are serviced simultaneously by one resource (120-128) (agent or port). A conferencing function (136) connects the plurality of customers (110-118) to the one resource and/or to each other. When a resource becomes available, a batch service function (140) determines (206-226), for each skill of the resource, the value to the contact center of having the resource presently serve communications needing that skill, and uses the conferencing function to conference (234-236) a plurality of communications needing the skill having the highest value with the resource. The conference connection may be listen-only, listen-and-talk, or listen-only/then listen-and-talk.
摘要翻译：在客户联络中心（100）中，多个客户的通信由一个资源（代理或端口）同时提供服务。会议功能（136）将多个客户（110-118）连接到一个资源和/或彼此连接。当资源变得可用时，对于资源的每个技能，批量服务功能（140-226）确定当前资源正在服务于需要该技能的通信的联络中心的值，并且使用该会议功能会议（234-236）需要与该资源具有最高价值的技能的多个通信。会议连接可能是只听，听和说，或只听/然后听和说。

2. 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）。

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