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1. 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）。

2. 发明授权

US06661889B1 Methods and apparatus for multi-variable work assignment in a call center 有权
标题翻译：在呼叫中心进行多变量工作分配的方法和装置
公开(公告)号：US06661889B1
公开(公告)日：2003-12-09
申请号：US09484099
申请日：2000-01-18
申请人： Andrew Derek Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews
发明人： Andrew Derek Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/5232 , H04M3/5238
摘要： A multi-variable work assignment process is used to assign work items, such as voice calls, e-mails and other communications or tasks, to agents in a call center. The multi-variable work assignment process determines whether values of a particular variable characterizing the work items fall within a designated range, and if so utilizes at least one additional variable for making the work assignment decision. The work assignment process may also or alternatively consider a weighted combination of multiple variables in making the work assignment decision. Examples of variables which may be used in the multi-variable assignment process include current wait time, service objective, skill preference, skill level, anticipated wait time, predicted wait time, etc. The invention may be implemented in a one-to-many work assignment process which selects one of a set of agents available for handling a particular work item, in a many-to-one work assignment process which selects one of a set of work items for handling by a particular available agent, or in a many-to-many work assignment process in which multiple agents are each considered simultaneously for handling multiple work items.
摘要翻译：多变量工作分配过程用于将呼叫中心中的代理人的工作项目（如语音呼叫，电子邮件和其他通信或任务）分配给代理。多变量工作分配过程确定表征工作项目的特定变量的值是否落在指定范围内，如果是，则利用至少一个附加变量进行工作分配决定。在进行工作分配决定时，工作分配过程还可以或者替代地考虑多个变量的加权组合。可以在多变量分配过程中使用的变量的示例包括当前等待时间，服务目标，技能偏好，技能水平，预期等待时间，预测等待时间等。本发明可以以一对多工作分配过程，其选择可用于处理特定工作项的一组代理之一，在多对一工作分配过程中，所述多个工作分配过程选择一组工作项中的一个，以供特定可用代理处理，或者在多个多个工作分配过程，其中多个代理被同时考虑用于处理多个工作项。

3. 发明授权

US06563920B1 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 失效
标题翻译：基于可变休息期确定在呼叫中心处理通信的方法和装置
公开(公告)号：US06563920B1
公开(公告)日：2003-05-13
申请号：US09461904
申请日：1999-12-15
申请人： Andrew Derek Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , John Z. Taylor
发明人： Andrew Derek Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , John Z. Taylor
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/5191 , H04M3/5234 , H04M3/5238 , H04M2203/402
摘要： A call center is configured to determine variable rest periods for one or more agents, based at least in part on factors such as call center service state and agent occupancy. The call center service states may include a number of designated service states associated with a particular skill or type of communication supported by one or more agents of the call center. A particular one of the states represents a branded service level, while other states represent over-service and under-service conditions. The rest period determined for one or more of the agents can be used to implement features such as many-to-many work assignment, just-in-time (JIT) delivery of work, next opportunity for service (NOS) indicators, thereby facilitating the processing of communications in the call center.
摘要翻译：呼叫中心被配置为至少部分地基于诸如呼叫中心服务状态和代理占用之类的因素来确定一个或多个代理的可变休息期。呼叫中心服务状态可以包括与由呼叫中心的一个或多个代理支持的特定技能或通信类型相关联的多个指定服务状态。一个特定的州代表一个品牌的服务水平，而其他州则表示服务过度和服务不足。为一个或多个代理确定的休息时间可用于实现诸如多对多工作分配，即时（JIT）工作交付，下一个服务机会（NOS）指标等功能，从而方便在呼叫中心处理通信。

4. 发明授权

US06732188B1 Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator 有权
标题翻译：与请求发起者的网络源地址一起提供基于指定规则的客户处理的方法
公开(公告)号：US06732188B1
公开(公告)日：2004-05-04
申请号：US09461903
申请日：1999-12-15
申请人： Andrew Derek Flockhart , Robin H. Foster , Eugene P. Mathews , John Z. Taylor
发明人： Andrew Derek Flockhart , Robin H. Foster , Eugene P. Mathews , John Z. Taylor
IPC分类号： G06F1516
CPC分类号： H04M7/003 , H04M3/42059 , H04M3/5191 , H04M3/5235 , H04M2203/2066 , H04M2203/551
摘要： A call center or other processing system receives an incoming communication over a computer network, determines at least a portion of a network source address of the originator, and utilizes information from the source address to select a particular type of treatment for the communication. The computer network may be an Internet Protocol (IP) network and the network source address may be an IP source address. The communication may be a service request delivered from the originator to a call center over the Internet. The source address may be processed to determine, e.g., a particular individual corresponding to the originator, or a company name, company size, Internet service provider, geographic region, or other characteristic associated with the originator. This information is then used to determine how the communication will be handled, e.g., provided with service within a designated time, handled by an agent having particular skills, etc. The source address may also be used to control subsequent activation of live agent support icons presented via a web page. Advantageously, the invention allows more efficient handling of communications received over the Internet by allowing a call center to provide appropriate customer treatment for such communications.
摘要翻译：呼叫中心或其他处理系统通过计算机网络接收进入的通信，确定始发者的网络源地址的至少一部分，并利用来自源地址的信息为通信选择特定类型的治疗。计算机网络可以是因特网协议（IP）网络，并且网络源地址可以是IP源地址。通信可以是从始发者通过因特网传送到呼叫中心的服务请求。可以处理源地址以确定例如对应于发起者的特定个人，或公司名称，公司规模，因特网服务提供商，地理区域或与发起者相关联的其他特征。然后，该信息用于确定如何处理通信，例如，在指定时间内提供服务，由具有特定技能的代理处理的等等。源地址还可以用于控制即时代理支持图标的后续激活通过网页呈现。有利地，本发明允许通过允许呼叫中心为这种通信提供适当的客户处理来更有效地处理通过因特网接收的通信。

5. 发明授权

US06614903B1 Methods and apparatus for service state-based processing of communications in a call center 有权
标题翻译：呼叫中心通信业务状态处理方法及装置
公开(公告)号：US06614903B1
公开(公告)日：2003-09-02
申请号：US09461902
申请日：1999-12-15
申请人： Andrew Derek Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews
发明人： Andrew Derek Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews
IPC分类号： H04M300
CPC分类号： H04M3/5233 , G06Q10/06 , H04M3/5238
摘要： A call center is configured to determine which of a number of designated service states is associated with a particular skill or type of communication supported by one or more agents of the call center. A particular one of the states represents a branded service level, while other states represent over-service and under-service conditions. If the particular skill or type of communication is determined to be associated with a service state other than that corresponding to the desired branded service level, a communication processing function of the call center is adjusted so as to return the skill or type of communication to the desired branded service level state. An example of such an adjustment is a dynamic agent pooling, in which a pool of agents available to perform work for the particular skill varies in accordance with the current service state of that skill. The call center processing operations may also perform appropriate tests to determine if predictors generated by certain predictive algorithms should be used in the service state determination process. A branded service metric may be used to characterize the performance of the call center with respect to the desired branded service level.
摘要翻译：呼叫中心被配置为确定多个指定服务状态中的哪一个与由呼叫中心的一个或多个代理支持的特定技能或通信类型相关联。一个特定的州代表一个品牌的服务水平，而其他州则表示服务过度和服务不足。如果确定特定的技能或通信类型与除了与期望的品牌服务级别相对应的服务状态之外的服务状态相关联，则调整呼叫中心的通信处理功能，以将通信的技能或类型返回到期望的品牌服务水平状态。这种调整的示例是动态代理池，其中可用于为特定技能执行工作的代理池可根据该技能的当前服务状态而变化。呼叫中心处理操作还可以执行适当的测试以确定在服务状态确定过程中是否应当使用由某些预测算法产生的预测变量。可以使用品牌服务度量来表征呼叫中心相对于期望的品牌服务水平的性能。

6. 发明授权

US06535601B1 Skill-value queuing in a call center 有权
标题翻译：技能值排队在呼叫中心
公开(公告)号：US06535601B1
公开(公告)日：2003-03-18
申请号：US09141269
申请日：1998-08-27
申请人： Andrew Derek Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews
发明人： Andrew Derek Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews
IPC分类号： H04M764
CPC分类号： H04M3/5233
摘要： Calls or other communications requiring a particular skill for handling are placed in a corresponding skill queue in a call center. One of a plurality of different values is assigned to each of the communications in the skill queue, with each of the values corresponding to a particular level of priority for access to the skill. For example, high, mid and low values may be assigned for communications placed in a technical support skill queue. A given communication is selected from the queue as a function of the assigned values, time advantages associated with the values, and the wait times of the communications in the queue. This communication selection process may include, for example, identifying communications in the queue which are candidates for out-of-order selection, computing an adjusted wait time for each of the identified communications, and selecting the communication with the highest adjusted wait time. The adjusted wait time for a given communication may be computed as, for example, a sum of the wait time for that communication and an advantage adjustment associated with the corresponding value. The selected communication may be placed in a call selection consideration pool for a multi-skill agent.
摘要翻译：需要特定技能处理的呼叫或其他通信被放置在呼叫中心的对应技能队列中。将多个不同值中的一个分配给技能队列中的每个通信，其中每个值对应于访问技能的特定优先级别。例如，可以为位于技术支持技能队列中的通信分配高，中和低值。根据分配的值，与该值相关的时间优点和队列中的通信的等待时间，从队列中选择给定的通信。该通信选择过程可以包括例如识别作为无序选择的候选者的队列中的通信，计算每个所识别的通信的调整的等待时间，以及以最高调整的等待时间选择通信。给定通信的经调整的等待时间可以被计算为例如该通信的等待时间和与相应值相关联的优势调整之和。所选择的通信可以被放置在用于多技能代理的呼叫选择考虑池中。

7. 发明授权

US6049547A Lookahead interflow of traffic among a plurality of serving sites of one customer 失效
标题翻译：在一个客户的多个服务站点之间先行交流的交流
公开(公告)号：US6049547A
公开(公告)日：2000-04-11
申请号：US856716
申请日：1997-05-15
申请人： Thomas S. Fisher , Andrew Derek Flockhart , Sujeanne Foster , Raechel Greschler , Eugene P. Mathews , Robert Daniel Nalbone
发明人： Thomas S. Fisher , Andrew Derek Flockhart , Sujeanne Foster , Raechel Greschler , Eugene P. Mathews , Robert Daniel Nalbone
IPC分类号： H04M3/523 , H04Q3/64
CPC分类号： H04Q3/64 , H04M3/5237 , H04M3/5238 , H04Q2213/13072 , H04Q2213/13164 , H04Q2213/13166 , H04Q2213/13204 , H04Q2213/13205 , H04Q2213/13209 , H04Q2213/1322 , H04Q2213/13377
摘要： An arrangement for lookahead interflowing traffic among a plurality of serving sites of one customer. Incoming calls received at a site are queued if they cannot be served immediately. Queued calls are then examined periodically and if the call has not yet been served by a local agent and if the call is one of the oldest call in the queue, then the call is a candidate for lookahead interflow. A candidate for lookahead interflow causes a message to be sent to another switch requesting that the call be interflowed. If the other switch accepts the call, the call is routed to that other switch; if the other switch does not accept the interflowed call then the call remains in the queue of the requesting switch and is reexamined at the next period. All calls in the queue are completed to a local agent if a local agent is available.
摘要翻译：一个客户的多个服务站点之间的前瞻性交流流量的排列。在站点收到的来电如果不能立即提供服务，就会排队等候。然后定期检查排队的呼叫，如果呼叫尚未由本地代理服务，并且如果呼叫是队列中最早的呼叫之一，则呼叫是前瞻性交互的候选者。一个前瞻性交互的候选者会将消息发送到另一个交换机，请求该呼叫进行交互。如果另一个交换机接受呼叫，则呼叫路由到该另一个交换机; 如果另一个交换机不接受交互呼叫，则呼叫保留在请求交换机的队列中，并在下一个周期重新进行检查。如果本地代理可用，队列中的所有呼叫都将完成到本地代理。

8. 发明授权

US06839419B1 Ring network implemented by telephony switches and links 失效
标题翻译：环网由电话交换机和链路实现
公开(公告)号：US06839419B1
公开(公告)日：2005-01-04
申请号：US09001729
申请日：1997-12-31
申请人： Andrew Derek Flockhart , Robert Daniel Nalbone , Thomas S. Fisher , Eugene P. Mathews
发明人： Andrew Derek Flockhart , Robert Daniel Nalbone , Thomas S. Fisher , Eugene P. Mathews
IPC分类号： H04L12/433 , H04M3/12 , H04M3/523 , H04M7/00 , H04Q3/00 , H04L12/28 , H04L12/56
CPC分类号： H04Q3/0025 , H04L12/433 , H04M3/12 , H04M3/5232 , H04M3/5237 , H04M3/5238 , H04M7/009 , H04M7/06 , H04M7/12 , H04M2207/08
摘要： A system for using an under-utilized data channel for carrying additional data, in a network mode. One such channel is the D-channel in the ISDN system. In one implementation, a group of telephone call centers share data, using the D-channel, about the lengths of time incoming callers must wait before being answered. Using the shared data, the call centers collectively route incoming calls to call centers having smaller waiting times.
摘要翻译：一种用于在网络模式中使用未充分利用的数据信道用于携带附加数据的系统。一个这样的信道是ISDN系统中的D信道。在一个实现中，一组电话呼叫中心使用D信道来共享数据，这些数据来自呼叫者在应答之前必须等待的时间长度。使用共享数据，呼叫中心集中将来电呼叫转移到等待时间较短的呼叫中心。

9. 发明授权

US06366666B2 Adjustment of call selection to achieve target values for interval-based performance metrics in a call center 有权
标题翻译：调整呼叫选择以实现呼叫中心中基于间隔的性能指标的目标值
公开(公告)号：US06366666B2
公开(公告)日：2002-04-02
申请号：US09212993
申请日：1998-12-16
申请人： David C. Bengtson , James E. Ertel , Robin H. Foster , Eugene P. Mathews
发明人： David C. Bengtson , James E. Ertel , Robin H. Foster , Eugene P. Mathews
IPC分类号： H04M300
CPC分类号： H04M3/523
摘要： A call selection process in a call center is controlled so as to ensure the achievement of target values for one or more interval-based performance metrics. In an illustrative embodiment, a memory in the call center is used to store information regarding contractual target values of one or more interval-based performance metrics such as, for example, an average speed of answering metric, or a percent in service level metric. The call selection process is then adjusted within a given performance interval based at least in part on a comparison of a value of the metric actually achieved during the interval to the corresponding stored target value. For example, a service objective of the call selection process may be adjusted at one or more designated points in the interval if the value of the metric actually achieved to a given one of the points will not allow achievement of the target value within the interval.
摘要翻译：控制呼叫中心中的呼叫选择过程以确保实现一个或多个基于间隔的性能度量的目标值。在说明性实施例中，呼叫中心中的存储器用于存储关于一个或多个基于间隔的性能度量的合同目标值的信息，例如，应答度量的平均速度或服务水平度量的百分比。至少部分地基于在间隔期间实际获得的度量的值与相应的存储的目标值的比较，在给定的性能间隔内调整呼叫选择过程。例如，如果对于给定的一个点实际实现的度量的值将不允许在该间隔内实现目标值，则可以在间隔中的一个或多个指定点处调整呼叫选择过程的服务目标。

10. 发明授权

US06694009B1 Estimation of a work item's wait-time from the present stages of processing of preceding work items 有权
标题翻译：从前期工作项目的现阶段对工作项目的等待时间进行估计
公开(公告)号：US06694009B1
公开(公告)日：2004-02-17
申请号：US09333215
申请日：1999-06-15
申请人： Gregory L. Anderson , Andrew D. Flockhart , Robin H. Foster , Eugene P. Mathews
发明人： Gregory L. Anderson , Andrew D. Flockhart , Robin H. Foster , Eugene P. Mathews
IPC分类号： H04M300
CPC分类号： H04M3/523 , H04M3/5233 , H04M3/5238
摘要： To improve the prediction of wait times of calls (23) waiting to be processed, or to improve the prediction of completion times of calls that are presently being processed, in low-volume call centers (10) or splits/skills (21), additional data points are created—either manually or automatically—during the processing of each call that is presently being processed, for use in effecting wait-time estimates of the waiting calls. At each of the plurality of points in the processing of each of the plurality of calls, information about the call that is relevant to how long completion of the processing of the call is likely to take is obtained (200). This information is applied to historical information about previously-processed calls to estimate (202) how long completion of the processing of each of those calls is likely to take, i.e., how long it will be before the agents (25) who are processing those calls become available to handle the waiting calls. The estimated times are then used (210) as the predicted wait times of that plurality of the waiting calls. The technique is applicable to workflow management in general.
摘要翻译：为了改进等待处理的呼叫等待时间的预测（23），或者改进在低容量呼叫中心（10）或分组/技能（21）中正在处理的呼叫的完成时间的预测，在处理当前处理的每个呼叫期间，手动或自动创建附加数据点，以用于实现等待呼叫的等待时间估计。在多个呼叫中的每一个的处理中的多个点中的每个点处，获得与呼叫处理完成可能采取多长时间相关的呼叫的信息（200）。该信息被应用于关于先前处理的呼叫的历史信息以进行估计（202）可能需要多长时间完成这些呼叫的处理，即在处理这些呼叫的代理（25）之前将需要多长时间呼叫可用于处理等待呼叫。然后使用估计时间（210）作为多个等待呼叫的预测等待时间。该技术一般适用于工作流管理。

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