发明名称 |
Contact center autopilot architecture |
摘要 |
An apparatus is provided for reallocating agent responsibility for servicing a plurality of call types received by an automatic call distributor. The apparatus includes an autopilot adapted to form a plurality of proposed alternative fractional call assignments among the plurality of call types for an agent of the automatic call distributor, a performance predictor adapted to calculate a service parameter for each of the plurality of call types for each of the formed alternate agent call assignments and a comparator adapted to automatically select an agent assignment of the plurality of formed alternative agent assignments based upon the calculated service parameter.
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申请公布号 |
US2003081757(A1) |
申请公布日期 |
2003.05.01 |
申请号 |
US20020260831 |
申请日期 |
2002.09.30 |
申请人 |
MENGSHOEL OLE J.;FERTIG KEN;REDDY SUDHAKAR |
发明人 |
MENGSHOEL OLE J.;FERTIG KEN;REDDY SUDHAKAR |
分类号 |
H04M3/523;(IPC1-7):H04M3/00;H04M5/00 |
主分类号 |
H04M3/523 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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