公开(公告)号：FR2867340B1

公开(公告)日：2006-05-05

申请号：FR0450462

申请日：2004-03-08

Applicant: BOUYGUES TELECOM SA

Inventor： CHAUVET FABRICE ,  NAIT ABDALLAH RABIE M ,  VATINLEN BENEDICTE ,  MEYRIGNAC ALEXANDRE

IPC: H04M3/523 ,  H04M3/51

Abstract: The method involves evaluating number of periods on which calls evaluations are performed. Proportion of disconnected calls that recall during a period following disconnection, is evaluated. Proportion of abandoned calls during the period following abandonment, is evaluated. Statistics of calls states is extracted at automatic call dispatcher level. Number of call backs is estimated, and number of intentions of calls is evaluated. An independent claim is also included for a system of estimating calls intention and call backs in a call center.

公开(公告)号：FR2867340A1

公开(公告)日：2005-09-09

申请号：FR0450462

申请日：2004-03-08

Applicant: BOUYGUES TELECOM SA

Inventor： CHAUVET FABRICE ,  NAIT ABDALLAH RABIE M ,  VATINLEN BENEDICTE ,  MEYRIGNAC ALEXANDRE

IPC: H04M3/51 ,  H04M3/523

Abstract: The method involves evaluating number of periods on which calls evaluations are performed. Proportion of disconnected calls that recall during a period following disconnection, is evaluated. Proportion of abandoned calls during the period following abandonment, is evaluated. Statistics of calls states is extracted at automatic call dispatcher level. Number of call backs is estimated, and number of intentions of calls is evaluated. An independent claim is also included for a system of estimating calls intention and call backs in a call center.

公开(公告)号：FR2863387A1

公开(公告)日：2005-06-10

申请号：FR0350965

申请日：2003-12-04

Applicant: BOUYGUES TELECOM SA

Inventor： CHAUVET FABRICE ,  NAIT ABDALLAH RABIE M ,  PRAT THIERRY ,  DALLERY YVES ,  KARAESMEN FIKRI ,  AGUIR MOHAMED SALAH

IPC: H04M3/523 ,  G06F19/00

Abstract: The method involves evaluating number of calls already waiting or in service which should be attended first, when a call arrives. A service rate and a priority rate are estimated, and an average waiting time is evaluated. Variance of waiting time is evaluated, and confidence interval is evaluated based on the variance. A waiting time to be announced is evaluated by adding the average waiting time and the interval. The variance of the waiting time is evaluated based on the number of calls already waiting or in service, service rate, and priority rate. An independent claim is also included for a system for estimation of waiting time in a call center.

公开(公告)号：FR2863387B1

公开(公告)日：2006-02-03

申请号：FR0350965

申请日：2003-12-04

Applicant: BOUYGUES TELECOM SA

Inventor： CHAUVET FABRICE ,  NAIT ABDALLAH RABIE M ,  PRAT THIERRY ,  DALLERY YVES ,  KARAESMEN FIKRI ,  AGUIR MOHAMED SALAH

IPC: G06F19/00 ,  H04M3/523

公开(公告)号：FR2850818B1

公开(公告)日：2005-04-22

申请号：FR0301270

申请日：2003-02-04

Applicant: BOUYGUES TELECOM SA

Inventor： PRAT THIERRY ,  CHAUVET FABRICE ,  NAIT ABDALLAH RABIE M ,  DALLERY YVES ,  KARAESMEN FIKRI ,  AGUIR MOHAMED SALAH

IPC: H04M3/523

公开(公告)号：FR2850818A1

公开(公告)日：2004-08-06

申请号：FR0301270

申请日：2003-02-04

Applicant: BOUYGUES TELECOM SA

Inventor： PRAT THIERRY ,  CHAUVET FABRICE ,  NAIT ABDALLAH RABIE M ,  DALLERY YVES ,  KARAESMEN FIKRI ,  AGUIR MOHAMED SALAH

IPC: H04M3/523

Abstract: The method involves evaluating the number of calls already in waiting/in service that must be first serviced (N waiting+1). The waiting duration DA=(N waiting+1)/(tau service-tau priority) is evaluated, where tau service is the service rate giving the number of effective calls that customer counselors of a call centre can handle per unit, and tau priority is the priority rate giving priority calls per unit time. An independent claim is also included for a system for estimating the waiting time in a call center.