发明名称 |
Method and apparatus for skill based scheduling in a call centre |
摘要 |
<p>A method and apparatus for controlling multi-contact centers, including immediate queues and deferred queues, with complex schedules. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units. <IMAGE></p> |
申请公布号 |
EP1248448(A2) |
申请公布日期 |
2002.10.09 |
申请号 |
EP20020252394 |
申请日期 |
2002.04.02 |
申请人 |
BLUE PUMPKIN SOFTWARE, INC. |
发明人 |
NOURBAKHSH, ILLAH;MATAN, OFER;FAMA, JASON;HAMILTON, EDWARD;FUKUNAGA, ALEX;VEACH, SCOTT |
分类号 |
H04M3/523;(IPC1-7):H04M3/523 |
主分类号 |
H04M3/523 |
代理机构 |
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主权项 |
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地址 |
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