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1. 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。

2. 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。

3. 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。

4. 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。

5. 发明授权

US06173053B2 Optimizing call-center performance by using predictive data to distribute calls among agents 失效
标题翻译：通过使用预测数据在代理之间分配呼叫来优化呼叫中心的性能
公开(公告)号：US06173053B2
公开(公告)日：2001-01-09
申请号：US09057842
申请日：1998-04-09
申请人： Frank J. Bogart , Andrew D. Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , Stephen L. Skarzynski
发明人： Frank J. Bogart , Andrew D. Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , Stephen L. Skarzynski
IPC分类号： H04Q364
CPC分类号： H04M3/5233
摘要： Selection of a call-center agent (106-108) to handle a call is based on which available agent's handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When a call of a particular type becomes available, the present values of the service metrics of the service profile (400-500) of that call type of each agent who is available to handle the call are combined (304) into a score according to one of a plurality of formulas which corresponds to that call type, and the agent with the best score is assigned (306) to the call. When the assigned agent finishes handling the is call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.
摘要翻译：呼叫中心代理（106-108）的选择是基于哪个可用代理对呼叫的处理将趋向于优化呼叫中心性能标准，例如效率（例如，最小化每个呼叫处理时间）或导出收益（例如，最大化收入）。每个代理都有一个服务配置文件，用于他们处理的每种类型的调用。服务简档（400-402）包括多个服务度量的现值，例如熟练度，盈利能力，顾客满意度和代理满意度。当特定类型的呼叫可用时，可以处理呼叫的每个代理的该呼叫类型的服务简档（400-500）的当前值被组合（304）到根据对应于该呼叫类型的多个公式中的一个，并且具有最佳分数的代理被分配（306）到该呼叫。当所分配的代理完成处理呼叫时，根据服务度量对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量的当前值。修订过程使（208）对最近处理的呼叫的估值更加重视，以反映长期和短期代理业绩趋势和变化。

6. 发明授权

US06359982B1 Methods and apparatus for determining measures of agent-related occupancy in a call center 有权
标题翻译：确定呼叫中心代理相关占用率的方法和装置
公开(公告)号：US06359982B1
公开(公告)日：2002-03-19
申请号：US09228992
申请日：1999-01-12
申请人： Robin H. Foster , Roy A. Jensen , Joylee E. Kohler , Eugene P. Mathews
发明人： Robin H. Foster , Roy A. Jensen , Joylee E. Kohler , Eugene P. Mathews
IPC分类号： H04M342
CPC分类号： H04M3/5233
摘要： A call center is configured to include a capability for generating measures of occupancy for one or more agents. At least one value characterizing an occupancy measure determination for a given agent is stored in a memory associated with the call center, and used in generating an occupancy measure for that agent. In an illustrative embodiment, a set of stored values for the given agent includes an initial occupancy value for the agent, expressed in terms of a percentage. The occupancy measure for the agent may then be set to the initial occupancy value upon a log-in by the agent, so as to avoid undue oscillation in the occupancy measure after log-in. The set of stored values for the given agent may also include, for example, a limit which specifies a maximum amount of time for a designated activity which is to be considered as occupied time in generating the occupancy measure, or a limit which specifies a maximum effect of a designated activity in generating the occupancy measure. The designated activity may be, for example, after call work or auxiliary work performed by the agent.
摘要翻译：呼叫中心被配置为包括用于生成一个或多个代理的占用度量的能力。表征给定代理的占用度量确定的至少一个值被存储在与呼叫中心相关联的存储器中，并且用于生成该代理的占用度量。在说明性实施例中，给定代理的一组存储值包括代理人的初始占用值，以百分比表示。然后可以在代理登录时将代理的占用度量设置为初始占用值，以避免登录后占用率的不正确的振荡。给定代理的存储值集合还可以包括例如指定在生成占用措施时被认为占用时间的指定活动的最大时间量的限制，或指定最大值的限制指定活动在产生占用措施方面的作用。指定的活动可以是例如在代理进行的呼叫工作或辅助工作之后。

7. 发明授权

US06163607A Optimizing call-center performance by using predictive data to distribute agents among calls 有权
标题翻译：通过使用预测数据在呼叫中分发代理来优化呼叫中心性能
公开(公告)号：US06163607A
公开(公告)日：2000-12-19
申请号：US185265
申请日：1998-11-03
申请人： Frank J. Bogart , Andrew D. Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , Stephen L. Skarzynski
发明人： Frank J. Bogart , Andrew D. Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , Stephen L. Skarzynski
IPC分类号： H04M3/42 , H04M3/523 , H04M3/60 , H04Q3/64
CPC分类号： H04M3/5233
摘要： Selection of a call for handling by a call-center agent (106-108) is based on which call's handling by the available agent will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When an agent becomes available, the present values of the service metrics of the service profile (500-502) of that agent for each type (e.g. skill) of available call handled by the agent are combined (610) into a score according to one of a plurality of formulas which corresponds to that call type, and a call of the type for which the agent has the best (e.g., either highest or just-sufficient) score is assigned (612) to the agent. Preferably, a call score is also computed (807) for each available call type, based on factors such as the purpose of the call, the call's in-queue wait time, the priority of the call, etc. The call type for which the agent has the best score is selected (812) to be the one for which the call score best matches the agent's corresponding score. When the assigned agent finishes handling the call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.
摘要翻译：由呼叫中心代理（106-108）处理呼叫的选择是基于哪个呼叫由可用代理进行的处理将倾向于优化呼叫中心性能标准，例如效率（例如，最小化每个呼叫处理时间）或衍生的收益（例如，最大化收入）。每个代理都有一个服务配置文件，用于他们处理的每种类型的调用。服务简档（400-402）包括多个服务度量的现值，例如熟练度，盈利能力，顾客满意度和代理满意度。当代理变得可用时，由代理处理的可用呼叫的每种类型（例如技能）的该代理的服务简档（500-502）的服务度量的当前值被组合（610）到根据一个对应于该呼叫类型的多个公式的呼叫，以及代理人具有最佳（例如，最高或仅足够）得分的类型的呼叫被分配给代理（612）。优选地，基于诸如呼叫的目的，呼叫的队列等待时间，呼叫的优先级等因素，还计算每个可用呼叫类型的呼叫分数（807）。呼叫类型代理商选择最佳成绩（812）为呼叫评分与代理人相应得分最匹配的成绩。当所分配的代理完成对呼叫的处理时，根据服务指标对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量值的当前值。修订过程使（208）对最近处理的呼叫的估值更加重视，以反映长期和短期代理业绩趋势和变化。

8. 发明授权

US06088441A Arrangement for equalizing levels of service among skills 失效
标题翻译：平等技能服务水平的安排
公开(公告)号：US06088441A
公开(公告)日：2000-07-11
申请号：US992307
申请日：1997-12-17
申请人： Andrew D. Flockhart , Robin H. Foster , Roy A. Jensen , Joylee E. Kohler , Eugene P. Mathews
发明人： Andrew D. Flockhart , Robin H. Foster , Roy A. Jensen , Joylee E. Kohler , Eugene P. Mathews
IPC分类号： H04M3/42 , H04M3/523 , H04M3/60 , H04Q3/545 , H04M3/00
CPC分类号： H04M3/5233
摘要： In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a "rare" skill of the agent and is prevented from handling calls needing a "common" skill of the agent even if calls needing the common skill are waiting to be handled, if not reserving the agent for the calls needing the rare skill would deprive those calls of the last available agent, even if no calls needing the rare skill are available for handling. The agent is reserved only if target performance criteria, such as average speed of answer, for handling the calls needing the common skill are being met. In case of more than one agent being available to handle calls that need the rare skills, one of these agents is selected and reserved and the other agents are freed to serve calls needing "common" skills.
摘要翻译：在基于技能的ACD中，可用代理被保留并被分配以处理需要代理的“罕见”技能的呼叫，并且被阻止处理需要代理的“共同”技能的呼叫，即使需要共同技能的呼叫正在等待要处理，如果不预留需要稀有技能的呼叫的代理，即使没有可用于处理的罕见技能的呼叫，也将剥夺最后一个可用代理的那些呼叫。只有满足用于处理需要共同技能的呼叫的目标性能标准（例如平均答案速度）才能保留代理。如果有多个代理可用于处理需要罕见技能的呼叫，则选择和保留这些代理之一，并且释放其他代理人以服务于需要“常见”技能的呼叫。

9. 发明授权

US5828747A Call distribution based on agent occupancy 失效
标题翻译：基于代理占用的呼叫分配
公开(公告)号：US5828747A
公开(公告)日：1998-10-27
申请号：US790143
申请日：1997-01-28
申请人： Thomas S. Fisher , Andrew D. Flockhart , Roy A. Jensen , Joylee E. Kohler , Eugene P. Mathews , Edward L. Smelko
发明人： Thomas S. Fisher , Andrew D. Flockhart , Roy A. Jensen , Joylee E. Kohler , Eugene P. Mathews , Edward L. Smelko
IPC分类号： H04M3/523 , H04M5/06
CPC分类号： H04M3/5233 , H04M3/5234
摘要： A call-distribution function (150) of an ACD system (101) improves the equity of distribution of calls to agents (106-108) by basing the distribution on the agents' individual occupancies. Illustratively, determining an agent's occupancy involves either determining (304) how many calls the agent has handled within a predetermined time interval, or determining (305) how much time of a predetermined time interval the agent has spent on handling of calls. The occupancy is periodically re-determined, and a next call is allocated to the presently least-occupied one of agents who are available to take the call, or to an agent to whose occupancy the allocation will be most beneficial, such as an available agent to whom allocation of the call will maximize convergence of actual and target occupancies. A queue (135) of agents available is ordered in the inverse order of the agent's occupancies, and a newly-available agent is slotted (inserted) (306) into the queue in a position (202) that ensures the continued inverse ordering of the agent queue. The occupancies of agents are then re-determined (308) and the agents are re-enqueued (310) accordingly.
摘要翻译： ACD系统（101）的呼叫分配功能（150）通过基于代理人的个人占用的分配来提高对代理（106-108）的呼叫分配的权益。说明性地，确定代理的占用涉及在预定时间间隔内确定（304）代理已经处理了多少呼叫，或者确定（305）代理在处理呼叫上花了多少时间间隔。周期性重新确定占用率，并且下一个呼叫被分配给可用于接听呼叫的当前最不占用的代理人，或分配给其最有利的代理人，例如可用的代理呼叫的分配将最大化实际和目标占用的收敛。可用的代理的队列（135）以代理人的占用的相反顺序排序，并且新的可用代理在（202）中被插入（插入）（306）到队列中，以确保持续反向排序代理队列。然后重新确定代理人的占用（308），并且相应地将代理重新排队（310）。

10. 发明授权

US06192122B1 Call center agent selection that optimizes call wait times 失效
标题翻译：可以优化呼叫等待时间的呼叫中心代理选择
公开(公告)号：US06192122B1
公开(公告)日：2001-02-20
申请号：US09022959
申请日：1998-02-12
申请人： Andrew D. Flockhart , Robin Harris Foster , Roy A. Jensen , Joylee E. Kohler , Eugene P. Mathews
发明人： Andrew D. Flockhart , Robin Harris Foster , Roy A. Jensen , Joylee E. Kohler , Eugene P. Mathews
IPC分类号： H04M3523
CPC分类号： H04M3/523 , H04M3/5233
摘要： Selection of a suitable call-center agent (106-108) to handle a call is based on which available suitable agent's handling of the call will tend to optimize call wait times. When a call needing a particular skill becomes available (200), all skills of agents in the agent queue (131-139) corresponding to the particular skill are determined (202, 204). The agent queues corresponding to the determined skills are checked (206) to determine which ones identify only one agent. For each available agent having the particular skill, the number of agent queues which identify this agent as their only agent is computed (208). The available agent having the lowest computed number is selected (210) to handle the call. This minimizes the number of skills that will be left without an available agent to handle subsequent calls, and thus tends to maximize the probability that a next call will also have a suitable agent already available and not have to wait for one to become available, thereby optimizing call wait times.
摘要翻译：选择合适的呼叫中心代理（106-108）来处理呼叫是基于哪个可用的合适的代理对呼叫的处理将倾向于优化呼叫等待时间。当需要特定技能的呼叫可用时（200），确定对应于特定技能的代理队列（131-139）中的代理的所有技能（202,204）。检查对应于确定的技能的代理队列（206）以确定哪些代理仅识别一个代理。对于具有特定技能的每个可用代理，计算识别该代理作为其唯一代理的代理队列的数量（208）。选择具有最低计算数量的可用代理（210）来处理该呼叫。这最小化了没有可用代理来处理后续呼叫的技能的数量，并且因此趋向于最大化下一次呼叫也将具有已经可用的适当代理的可能性，而不必等待一个可用，优化呼叫等待时间。

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