CN1409538A - 联系中心自动引导算法 - Google Patents
联系中心自动引导算法 Download PDFInfo
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- CN1409538A CN1409538A CN02142599A CN02142599A CN1409538A CN 1409538 A CN1409538 A CN 1409538A CN 02142599 A CN02142599 A CN 02142599A CN 02142599 A CN02142599 A CN 02142599A CN 1409538 A CN1409538 A CN 1409538A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
- H04M3/5233—Operator skill based call distribution
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
Abstract
Description
目标占用率Tocc(j) | 工作类型#1 | 工作类型#2 | 工作类型#3 | |
代理#1 | 85% | 10% | 60% | 15% |
代理#2 | 50% | 20% | 20% | 10% |
代理#3 | 90% | 30% | 30% | 30% |
代理#4 | 90% | 70% | 10% | 10% |
实际占用率Aocc(j) | 工作类型#1 | 工作类型#2 | 工作类型#3 | |
代理#1 | 75% | 10% | 50% | 15% |
代理#2 | 49% | 19% | 20% | 10% |
代理#3 | 82% | 27% | 30% | 25% |
代理#4 | 71% | 50% | 10% | 11% |
占用率差异Docc(j) | 工作类型#1 | 工作类型#2 | 工作类型#3 | |
代理#1 | -10% | 0% | -10% | 0% |
代理#2 | -1% | -1% | 0% | 0% |
代理#3 | -8% | -3% | 0% | -5% |
代理#4 | -19% | -20% | 0% | +1% |
英国人 | 西班牙人 | 女式服装 | 男式服装 | 鞋类 | |
代理#1 | 1 | 0 | 5 | 9 | 3 |
代理#2 | 9 | 3 | 5 | 1 | 8 |
代理#3 | 5 | 5 | 7 | 2 | 0 |
Claims (50)
Applications Claiming Priority (2)
Application Number | Priority Date | Filing Date | Title |
---|---|---|---|
US09/961,875 US6856680B2 (en) | 2001-09-24 | 2001-09-24 | Contact center autopilot algorithms |
US09/961,875 | 2001-09-24 |
Publications (2)
Publication Number | Publication Date |
---|---|
CN1409538A true CN1409538A (zh) | 2003-04-09 |
CN100393089C CN100393089C (zh) | 2008-06-04 |
Family
ID=25505129
Family Applications (1)
Application Number | Title | Priority Date | Filing Date |
---|---|---|---|
CNB02142599XA Expired - Lifetime CN100393089C (zh) | 2001-09-24 | 2002-09-24 | 联系中心自动引导算法 |
Country Status (4)
Country | Link |
---|---|
US (2) | US6856680B2 (zh) |
EP (1) | EP1296502A3 (zh) |
CN (1) | CN100393089C (zh) |
AU (1) | AU2002301157B2 (zh) |
Cited By (4)
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CN101208941B (zh) * | 2003-05-02 | 2011-05-11 | 思科技术公司 | 利用出现检测执行自动联络分配的方法和*** |
CN103037110A (zh) * | 2011-09-30 | 2013-04-10 | 塔塔咨询服务有限公司 | 预测呼叫中心的性能 |
CN103647885A (zh) * | 2013-12-31 | 2014-03-19 | 上海大学 | 多属性的智能车载呼叫中心排队方法 |
CN108076235A (zh) * | 2016-11-14 | 2018-05-25 | ***通信集团公司 | 一种呼叫放弃率预测方法及服务器 |
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US11954523B2 (en) | 2020-02-05 | 2024-04-09 | Afiniti, Ltd. | Techniques for behavioral pairing in a task assignment system with an external pairing system |
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US7110526B1 (en) * | 1998-10-14 | 2006-09-19 | Rockwell Electronic Commerce Technologies, Llc | Neural network for controlling calls in a telephone switch |
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- 2002-09-23 AU AU2002301157A patent/AU2002301157B2/en not_active Ceased
- 2002-09-24 CN CNB02142599XA patent/CN100393089C/zh not_active Expired - Lifetime
- 2002-09-30 US US10/260,831 patent/US6853721B2/en not_active Expired - Lifetime
Cited By (7)
Publication number | Priority date | Publication date | Assignee | Title |
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CN101208941B (zh) * | 2003-05-02 | 2011-05-11 | 思科技术公司 | 利用出现检测执行自动联络分配的方法和*** |
CN103037110A (zh) * | 2011-09-30 | 2013-04-10 | 塔塔咨询服务有限公司 | 预测呼叫中心的性能 |
CN103037110B (zh) * | 2011-09-30 | 2017-04-12 | 塔塔咨询服务有限公司 | 预测呼叫中心的性能 |
CN103647885A (zh) * | 2013-12-31 | 2014-03-19 | 上海大学 | 多属性的智能车载呼叫中心排队方法 |
CN103647885B (zh) * | 2013-12-31 | 2016-03-30 | 上海大学 | 多属性的智能车载呼叫中心排队方法 |
CN108076235A (zh) * | 2016-11-14 | 2018-05-25 | ***通信集团公司 | 一种呼叫放弃率预测方法及服务器 |
CN108076235B (zh) * | 2016-11-14 | 2020-10-16 | ***通信集团公司 | 一种呼叫放弃率预测方法及服务器 |
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EP1296502A3 (en) | 2003-11-19 |
CN100393089C (zh) | 2008-06-04 |
US6853721B2 (en) | 2005-02-08 |
EP1296502A2 (en) | 2003-03-26 |
US6856680B2 (en) | 2005-02-15 |
US20030081757A1 (en) | 2003-05-01 |
AU2002301157B2 (en) | 2007-03-22 |
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