Class / Patent application number | Description | Number of patent applications / Date published |
379265050 | Agent assignment (e.g., allocation of agent's time to a specific task) | 21 |
20090180606 | Method, Device and Program for Calculating Number of Necessary Agents - The optimum number of agents necessary for contact-center jobs is dynamically calculated in accordance with actual operations. A method of making the same controllable and a computer program to realize such calculation and method are provided. A necessary number-of-people calculating means ( | 07-16-2009 |
20100172485 | SYSTEMS AND METHODS FOR DETERMINING ALLOCATIONS FOR DISTRIBUTED MULTI-SITE CONTACT CENTERS - A system for allocating contact center resources among geographically distributed sub-centers of an enterprise comprises a processing system. The processing system is configured to create a distributed campaign for the enterprise, create a workload forecast of events for the distributed campaign, wherein the processing system, to create the workload forecast, is configured to treat the geographically distributed sub-centers as being co-located in a virtual contact center, execute a discrete event-based simulation utilizing the virtual contact center to allocate the events to the contact center resources, wherein the processing system, to execute the discrete event-based simulation, is configured to treat the contact center resources as being co-located in the virtual contact center, and determine recommended allocations of the contact center resources among the geographically distributed sub-centers based on a relative distribution of the events allocated to the contact center resources at the geographically distributed sub-centers. | 07-08-2010 |
20120300920 | GROUPING OF CONTACT CENTER AGENTS - Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores. | 11-29-2012 |
20130121484 | Call center input/output agent utilization arbitration system - Disclosed herein are systems and methods that provide for maintenance of the status of availability of call-center agents through the use of local arbitration between processes and applications that may interact with more than one resource of telephone contacts between differing activities or work for these call-center agents. Detailed information on various example embodiments of the inventions are provided in the Detailed Description below, and the inventions are defined by the appended claims. | 05-16-2013 |
20130129070 | Method and System for Assigning Tasks to Workers - A method and system for assigning tasks can receive requested tasks, keep a requested-task queue, keep one or more worker statuses associated with respective workers, and assign the requested tasks from the requested-task queue to selected ones of the workers. In one embodiment, the requested tasks are telephone calls received by a network based contact center, and the workers are telephone agents associated with the network based contact center. | 05-23-2013 |
20130136250 | SYSTEM FOR ROUTING INTERACTIONS USING BIO-PERFORMANCE ATTRIBUTES OF PERSONS AS DYNAMIC INPUT - A system for routing an interaction has a queue for staging the interaction, a router running a routing strategy for routing the interaction, and a number of object models maintained for a number of agents, the object models defining one or more agent skills, the values of the object models dynamically affected by real-time bio-metrics of the agents obtained through ongoing monitoring of voice and input actions of the agents. The routing strategy routes the interaction based on comparison of the dynamically-affected skill values of the agents, as evidenced in the object models. | 05-30-2013 |
20130136251 | Assignment Management Apparatus, Assignment Management Method, and Assignment Management Program - An assignment management apparatus includes: a traffic acquisition unit that acquires traffic per unit time; a storage unit that stores traffic per unit time when an operator is assigned, as traffic upon assignment, in association with the operator and an assignment sequence, and stores traffic per unit time when the assignment is canceled, as traffic upon cancellation; a processing capacity calculation unit that calculates difference between the traffic upon assignment of the operator and traffic upon assignment of an operator whose assignment sequence is next to the operator, as processable traffic of operators; and a determination unit that determines that it is timing to cancel assignment of an operator, in a case in which the traffic per unit time is decreased by the processable traffic calculated for the operator from the traffic upon cancellation. | 05-30-2013 |
20130136252 | System and Method for Generating Forecasts and Analysis of Contact Center Behavior For Planning Purposes - A method of predicting expected performance of a processing center system is provided. This method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system. | 05-30-2013 |
20140140495 | SYSTEM AND METHOD FOR CONTACT CENTER ACTIVITY ROUTING BASED ON AGENT PREFERENCES - A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings. | 05-22-2014 |
20140205078 | SYSTEM FOR FACILITATING LOOSELY CONFIGURED SERVICE WORKER GROUPS IN A DYNAMIC CALL CENTER ENVIRONMENT - A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need. | 07-24-2014 |
20140270137 | GLOBAL LOGGING AND ANALYSIS SYSTEM - An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information about the event in a buffer associated with the contact center entity, the information stored in the buffer describing how the new decision affected the contact center entity. | 09-18-2014 |
20140355750 | CONTACT CENTER SKILLS MODELING USING CUSTOMER RELATIONSHIP MANAGEMENT (CRM) INCIDENT CATEGORIZATION STRUCTURE - Embodiments of the invention provide systems and methods for modeling of agent skills based on or more closely matching categorization structures of the CRM system. According to one embodiment, defining skills of each of a plurality of customer service agents in a Customer Relationship Management (CRM) system can comprise defining a set of product information representing products or services for which support is available through the CRM system. A set of incident information representing incidents handled by the CRM for one or more of the products or services can also be defined and a structure of the incident information can be based on a structure of the product information. A set of skills information for each of the plurality of customer service agents can also be defined. A structure of the skills information can be based on the structure of the product information and the structure of the incident information. | 12-04-2014 |
20140376708 | Method and Apparatus for Extended Management of State and Interaction of a Remote Knowledge Worker from a Contact Center - A network system for managing remote agents of a communication center includes a primary server connected to the network the primary server controlling at least one routing point; one or more secondary servers distributed on the network and accessible to the remote agents, the secondary server or servers having data access to agent computing platforms and communication peripherals; and, a software suite distributed in part to the secondary server or servers and distributed in part to one or more agents computing platforms and peripherals, the software suite including protocol for reporting agent status data. The system monitors agents computing platforms and peripherals for activity state through the one or more secondary servers whereupon the one or more secondary servers exchange control messaging and event related data using ISCC protocols with the primary server over the network for intelligent routing purposes. | 12-25-2014 |
20150063556 | WORK ASSIGNMENT WITH BOT AGENTS - A contact center auditing work assignment engine communication system hosts a multi-functional automatic bot agent to discover issues, update properties, identify and solve problems, and provide operational support for contact center managers, creating a proactive and flexible automatic audit and cooperation between a bot agent, human agents, and supervisors. | 03-05-2015 |
20150312413 | System for Facilitating Loosely Configured Service Worker Groups in a Dynamic Call Center Environment - A system for soliciting and activating one or more groups of workers to service contact center business includes an interface accessible to the one or more groups for accepting group registration data, publishing contact center business and for enabling the groups to subscribe to receive business; a data repository for storing the registration data for subscribing groups; and a routing server for specifying routing strategies for event routing to the groups. The system is characterized in that the one or more groups of workers may be activated during contact center business activity to perform services based on need. | 10-29-2015 |
20160006871 | SYSTEM AND METHOD FOR MANAGING RESOURCES IN AN ENTERPRISE - A call manager system for managing resource allocation for a call in an enterprise is disclosed. The call manager system includes a monitoring module configured to monitor one or more parameters of the call, wherein each parameter of the one or more parameters comprises a parameter value. The call manager system further includes a computing module configured to generate a justification value based on the parameter value of the monitored parameters. The call manager system further includes an allocating module configured to allocate one or more resources to the call based on the justification value. The call manager system further includes a display module configured to display one or more visual representations for a current status of the parameter values of the monitored parameters. | 01-07-2016 |
20160105562 | Call Center Input/Output Agent Utilization Arbitration Method and System - Disclosed herein are systems and methods that provide for maintenance of the status of availability of call-center agents through the use of local arbitration between processes and applications that may interact with more than one resource of telephone contacts between differing activities or work for these call-center agents. Detailed information on various example embodiments of the inventions are provided in the Detailed Description below, and the inventions are defined by the appended claims. | 04-14-2016 |
20160112568 | SYSTEM AND METHOD FOR SELECTING AGENTS TO IMPROVE CALL ROUTING - A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session. | 04-21-2016 |
20160134753 | PERSONNEL ALLOCATION PLANNING DEVICE, METHOD AND PROGRAM - A device, method and program for personnel allocation planning are provided, with which the personnel allocation planning is easily and appropriately carried out with prospective ROI, and is based on actual achievement by the staff members to be allocated, thereby improving the certainty. An individual efficiency calculation unit | 05-12-2016 |
20160173691 | METHOD AND SYSTEM FOR GENERATING STAFFING REQUIREMENTS FOR DEFERRED WORK IN A CONTACT CENTER ENVIRONMENT | 06-16-2016 |
20160182719 | SKILL CHANGE AND ROUTING CORRECTION | 06-23-2016 |