公开(公告)号：WO0230093A3

公开(公告)日：2002-08-15

申请号：PCT/US0129839

申请日：2001-09-24

Applicant: AVAYA TECHNOLOGY CORP

Inventor： FLOCKHART ANDREW DEREK ,  MAXWELL DARRYL J ,  MCFARLANE KEITH R

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/523 ,  H04M3/5116 ,  H04M3/5233 ,  H04M3/5238

Abstract: The customer care resource prediction system divides each customer interaction scenario into a plurality of separate work tasks that are tracked by agent, group, line of business, company, or various other dimensions. Past measurements of the time an individual agent has spent on the subtasks of a customer interaction as a reference are used in calculating the future times that this agent will spend on the same subtasks of a customer interaction. These estimations can be modulated for various customer contact specific factors, such as media type, customer characteristics, and the like. Dynamic projections can be supported to provide an agent specific prediction of availability.

Abstract translation: 客户关怀资源预测系统将每个客户交互场景划分为由代理人，组，业务线，公司或各种其他维度跟踪的多个单独的工作任务。 过去衡量个别代理人在客户交互的子任务上花费的时间作为参考，用于计算该代理将在客户交互的相同子任务上花费的未来时间。 这些估计可以针对各种客户联系具体因素进行调整，例如媒体类型，客户特征等。 可以支持动态预测来提供具体的可用性预测。

公开(公告)号：WO0223877A2

公开(公告)日：2002-03-21

申请号：PCT/US0129328

申请日：2001-09-12

Applicant: AVAYA TECHNOLOGY CORP

Inventor： BAUER DAVID L ,  MCFARLANE KEITH R ,  FLOCKHART ANDREW DEREK ,  SANDERS LUCINDA M ,  KING GARY S ,  MAXWELL DARRYL J ,  RUSSELL STEVE R ,  STEWART ROBERT ALAN ,  COOK WENDY S

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/00

CPC classification number: H04M3/5232 ,  H04M3/51

Abstract: The present integrated work management engine orchestrates all forms of work relating to the servicing of customer requests across the entire business enterprise by integrating disparate communication system components, applications and information storage systems. The system also integrates the real time operation of the front office customer communications and the batch data processing mode of the back office. Work arrives on multiple access channels and is automatically mapped to a process flow that specifies the task and the customer agent who is best equipped to handle the work request.

Abstract translation: 目前的综合工作管理引擎通过集成不同的通信系统组件，应用程序和信息存储系统来整合整个业务企业的客户请求服务的所有形式的工作。 该系统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。 工作到达多个访问通道，并自动映射到指定任务的进程流程和最有能力处理工作请求的客户代理。

公开(公告)号：JP2004032687A

公开(公告)日：2004-01-29

申请号：JP2003065847

申请日：2003-03-12

Applicant: Avaya Technology Corp ,  アバイア テクノロジー コーポレーション

Inventor： FLOCKHART ANDREW D ,  FOSTER ROBIN H ,  MATHEWS EUGENE P ,  MAXWELL DARRYL J

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5158 ,  H04M3/5233 ,  H04M3/5238

Abstract: PROBLEM TO BE SOLVED: To intelligently mix incoming communication with outgoing communication.
SOLUTION: An incoming call/outgoing call mixed call center (100) decides whether an outgoing paging function (122) should transmit an additional outgoing call with respect to a specific skill. It decides whether the number acquired by adding agents in rest for a skill to the number of vacant agents for the skill exceeds the number, acquired by adding the number of outgoing calls waiting for a response from a reception side for a skill, to the number of incoming calls processable for the skill. It further decides whether the service target for the skill exceeds the estimated wait time of respective processable incoming call for the skill, when the outgoing call which waits for response from the receiving side and another additional outgoing call are assumed to be preferred than a processable incoming call. If both the results of decisions are affirmative, a call-paging function transmits an additional outgoing call for the skill.
COPYRIGHT: (C)2004,JPO

公开(公告)号：CA2398860C

公开(公告)日：2007-01-09

申请号：CA2398860

申请日：2002-08-20

Applicant: AVAYA TECHNOLOGY CORP

Inventor： FOSTER ROBIN H ,  FLOCKHART ANDREW D ,  MATHEWS EUGENE P ,  MAXWELL DARRYL J

IPC: H04Q3/64 ,  H04M3/42 ,  H04M3/51 ,  H04M3/523

Abstract: In a blended inbound/outbound call center (100), an outbound call-pacing function (122) decides whether or not to initiate an additional outbound call for a particular skill. It determines (206) whether the number of available agents for the skill plus the number of resting agents for the skill exceeds the number of available inbound calls for the skill plus the number of outstanding outbound calls for the skill. It also determines (312) whether a target service time for the skill exceeds an estimated wait time of each of the available inbound calls for the skill assuming that pending outbound calls for the skill plus one take precedence over the inbound calls. If both determinations are affirmative, the call pacing function initiates (318) an additional call for the skill, If either determination is negative, the function forbears (321) from initiating an additional call for the skill. The number of available and resting agents may be incremented (206) by (a) a difference between the target service time for the skill and the present waiting time of the last-enqueued inbound call for the skill divided by the average rate of advance through the skill' s call queue, or (b) the average amount of time that a newly-initiated outbound call for the skill takes to become available divided by the average rateof advance, plus the number of agents for the skill who are busy but expected to become available within a time period equal to (a) or (b), less the number of those agents that will receive a rest period upon becoming idle. The number of calls may be incremented (206) by the number of inbound calls that are expected to arrive within the time period (a) or (b).

公开(公告)号：AU9467001A

公开(公告)日：2002-04-15

申请号：AU9467001

申请日：2001-09-24

Applicant: AVAYA TECHNOLOGY CORP

Inventor： FLOCKHART ANDREW DEREK ,  MAXWELL DARRYL J ,  MCFARLANE KEITH R

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/00

公开(公告)号：AU9281301A

公开(公告)日：2002-03-26

申请号：AU9281301

申请日：2001-09-12

Applicant: AVAYA TECHNOLOGY CORP

Inventor： BAUER DAVID L ,  MCFARLANE KEITH R ,  FLOCKHART ANDREW DEREK ,  SANDERS LUCINDA M ,  KING GARY S ,  MAXWELL DARRYL J ,  RUSSELL STEVE R ,  STEWART ROBERT ALAN ,  COOK WENDY S

IPC: H04M3/51 ,  H04M3/523 ,  H04M3/00

公开(公告)号：CA2398860A1

公开(公告)日：2003-09-12

申请号：CA2398860

申请日：2002-08-20

Applicant: AVAYA TECHNOLOGY CORP

Inventor： MAXWELL DARRYL J ,  MATHEWS EUGENE P ,  FOSTER ROBIN H ,  FLOCKHART ANDREW D

IPC: H04M3/42 ,  H04M3/51 ,  H04M3/523 ,  H04Q3/64

Abstract: In a blended inbound/outbound call center (100), an outbound call-pacing function (122) decides whether or not to initiate an additional outbound call for a particular skill. It determines (206) whether the number of available agents for the skill plus the number of resting agents for the skill exceeds the number of available inbound calls for the skill plus the number of outstanding outbound calls for the skill. It also determines (312) whether a target service time for the skill exceeds an estimated wait time of each of the available inbound calls for the skill assuming that pending outbound calls for the skill plus one take precedence over the inbound calls. If both determinations are affirmative, the call pacing function initiates (318) an additional call for the skill, If either determination is negative, the function forbears (321) from initiating an additional call for the skill. The number of available and resting agents may be incremented (206) by (a) a difference between the target service time for the skill and the present waiting time of the last-enqueued inbound call for the skill divided by the average rate of advance through the skill' s call queue, or (b) the average amount of time that a newly-initiated outbound call for the skill takes to become available divided by the average rate ofadvance, plus the number of agents for the skill who are busy but expected to become available within a time period equal to (a) or (b), less the number of those agents that will receive a rest period upon becoming idle. The number of calls may be incremented (206) by the number of inbound calls that are expected to arrive within the time period (a) or (b).