专利快速检索-快速检索全球专利，免费商用专利数据库-IPRDB

1. 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。

IPRDB

热门服务

关于我们

友情链接

联系方式