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1. 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。

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

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）。

5. 发明授权

US06233332B1 System for context based media independent communications processing 失效
标题翻译：基于上下文的媒体独立通信处理系统
公开(公告)号：US06233332B1
公开(公告)日：2001-05-15
申请号：US09089788
申请日：1998-06-03
申请人： Gregory Lane Anderson , Lucinda M. Sanders , Robert W. Donnelly , Eugene Mathews , Mark Landers
发明人： Gregory Lane Anderson , Lucinda M. Sanders , Robert W. Donnelly , Eugene Mathews , Mark Landers
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/42059 , H04M3/5235 , H04M2203/551 , H04M2242/22
摘要： The present media independent communications processing system functions to provide business useful services to customers with the anymedia resources that are required to satisfy the customer's request. In particular, the system carries call information across the entirety of a transaction with the call being managed as an anymedia multi-transactional event. The model used for the present media independent communications processing system, as embodied in a call center, comprises a hallways and rooms paradigm that enables the customer to dynamically navigate their anymedia communications connection to a desired information providing source. As the customer's call is routed during the duration of the communication session, the call context information is stored and used by the rules-based call routing process to identify a source of information/services that is best adapted to serve the needs of this customer. The communication connection is viewed as one segment of a potentially long-term interaction between customer and service provider, with the present media independent communications processing system providing both the customer and serving agent with access to relevant customer and service provider data. In this example, the customer context information includes, but is not limited to: customer data, customer profile/preferences/history, environment data; while the corresponding agent context information includes, but is not limited to: agent skills and job function, agent queue length, fairness of call routing.
摘要翻译：目前的媒体独立通信处理系统的作用是为客户提供业务有用的服务，以满足客户要求所需的任何媒体资源。特别地，系统在整个交易中携带呼叫信息，呼叫作为任何媒体多事务事件来管理。用于当前媒体独立通信处理系统的模型，如在呼叫中心中所体现的，包括一个走廊和房间范例，使客户能够动态地将其任何媒体通信连接导航到期望的信息提供源。当客户的通话在通信会话期间被路由时，呼叫上下文信息被基于规则的呼叫路由进程存储和使用，以识别最适合于满足该客户需求的信息/服务的源。通信连接被视为客户和服务提供商之间潜在长期交互的一个部分，现在的媒体独立通信处理系统向客户和服务代理提供对相关客户和服务提供商数据的访问。在该示例中，客户上下文信息包括但不限于：客户数据，客户简档/偏好/历史，环境数据; 而相应的代理上下文信息包括但不限于：代理技能和作业功能，代理队列长度，呼叫路由的公平性。

6. 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。

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