Invention Grant
US08225322B2 Contact centre with improved management and allocation of resources 有权
联络中心改善资源管理和配置

Contact centre with improved management and allocation of resources
Abstract:
Process for management resources each resource having one or several characteristics and, for each characteristic, a given category to which the resource belongs, this process comprising the following operations:a) identify (101) one or several characteristics required for the resources,b) identify (102) a group of resources with the required characteristic(s),c) for each resource in said group, and for each characteristic of the resource, associate (103) the resource category with a time, with a value that depends on the category,d) assign (104) a magnitude in time to each resource, called adhesion, equal to the greatest time of the resource characteristics.
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