BRPI1105734B1 - Método implementado por computador para prever o de-sempenho de um centro de chamadas e sistema de centro de sistema de previsão de desempenho de centro de chamada - Google Patents
Método implementado por computador para prever o de-sempenho de um centro de chamadas e sistema de centro de sistema de previsão de desempenho de centro de chamada Download PDFInfo
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- BRPI1105734B1 BRPI1105734B1 BRPI1105734-3A BRPI1105734A BRPI1105734B1 BR PI1105734 B1 BRPI1105734 B1 BR PI1105734B1 BR PI1105734 A BRPI1105734 A BR PI1105734A BR PI1105734 B1 BRPI1105734 B1 BR PI1105734B1
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- call center
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- incoming call
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- 238000000034 method Methods 0.000 title claims abstract description 76
- 238000004088 simulation Methods 0.000 claims description 14
- 230000006399 behavior Effects 0.000 claims description 5
- 230000002452 interceptive effect Effects 0.000 claims description 5
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- 238000004891 communication Methods 0.000 description 18
- 238000007726 management method Methods 0.000 description 17
- 230000008569 process Effects 0.000 description 8
- 230000008520 organization Effects 0.000 description 6
- 238000007796 conventional method Methods 0.000 description 5
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Classifications
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G06Q10/00—Administration; Management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
IN2774/MUM/2011 | 2011-09-30 | ||
IN2774MU2011 | 2011-09-30 |
Publications (2)
Publication Number | Publication Date |
---|---|
BRPI1105734A2 BRPI1105734A2 (pt) | 2014-06-17 |
BRPI1105734B1 true BRPI1105734B1 (pt) | 2021-10-13 |
Family
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Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
BRPI1105734-3A BRPI1105734B1 (pt) | 2011-09-30 | 2011-12-30 | Método implementado por computador para prever o de-sempenho de um centro de chamadas e sistema de centro de sistema de previsão de desempenho de centro de chamada |
Country Status (2)
Country | Link |
---|---|
CN (1) | CN103037110B (zh) |
BR (1) | BRPI1105734B1 (zh) |
Families Citing this family (7)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
CN106331385B (zh) * | 2016-08-19 | 2019-11-12 | 南京南瑞集团公司 | 一种基于sip中继的95598呼叫中心压力测试***及方法 |
US9930180B1 (en) * | 2017-04-28 | 2018-03-27 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
WO2019080086A1 (en) * | 2017-10-27 | 2019-05-02 | Accenture Global Solutions Limited | INDUSTRIAL DATA SERVICE, DATA MODELING, AND DATA APPLICATION PLATFORM |
CN110365855B (zh) * | 2018-04-09 | 2021-07-16 | 华为技术有限公司 | 一种中继状态的提示方法、ip电话机和语音交换机 |
US10742816B2 (en) * | 2018-04-10 | 2020-08-11 | Avaya Inc. | Dynamic routing system for contact center communications |
CN109587349B (zh) * | 2018-11-14 | 2022-02-01 | 平安科技(深圳)有限公司 | 多媒体坐席线路测试方法及装置、电子设备、存储介质 |
US11810022B2 (en) * | 2020-02-28 | 2023-11-07 | Intuit Inc. | Contact center call volume prediction |
Family Cites Families (3)
Publication number | Priority date | Publication date | Assignee | Title |
---|---|---|---|---|
US6055308A (en) * | 1997-01-21 | 2000-04-25 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
US6856680B2 (en) * | 2001-09-24 | 2005-02-15 | Rockwell Electronic Commerce Technologies, Llc | Contact center autopilot algorithms |
US8238543B2 (en) * | 2009-06-01 | 2012-08-07 | Genesys Telecommunications Laboratories, Inc. | System and methods for predicting future agent readiness for handling an interaction in a call center |
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2011
- 2011-12-28 CN CN201110447134.4A patent/CN103037110B/zh active Active
- 2011-12-30 BR BRPI1105734-3A patent/BRPI1105734B1/pt active IP Right Grant
Also Published As
Publication number | Publication date |
---|---|
CN103037110B (zh) | 2017-04-12 |
CN103037110A (zh) | 2013-04-10 |
BRPI1105734A2 (pt) | 2014-06-17 |
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B03A | Publication of a patent application or of a certificate of addition of invention [chapter 3.1 patent gazette] | ||
B06F | Objections, documents and/or translations needed after an examination request according [chapter 6.6 patent gazette] | ||
B06U | Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette] | ||
B09A | Decision: intention to grant [chapter 9.1 patent gazette] | ||
B16A | Patent or certificate of addition of invention granted [chapter 16.1 patent gazette] |
Free format text: PRAZO DE VALIDADE: 20 (VINTE) ANOS CONTADOS A PARTIR DE 30/12/2011, OBSERVADAS AS CONDICOES LEGAIS. |