Title:
【発明の名称】コールセンタエージェントをコールセンタ中のスキルに自動的に割り当てるための装置および方法
Document Type and Number:
Japanese Patent JP3366565
Kind Code:
B2
Abstract:
An agent vector (150) monitors (402, 404) selected performance parameters of a call center (FIG. 1) -- such as service times, in-queue times, call volumes, call abandonment rates, benefits derived from having different agents handle calls requiring different skills, proportions of work spent by agents on handling calls requiring different skills, etc. -- and automatically adjusts (412-422) agents' call-handling assignments -- for example, by changing the skills to which an agent is assigned (logged into) or by changing the relative priorities (levels of expertise) of the agent's skills -- in order to optimize (406) a predefined objective. The objective is a selected performance characteristic of the call center -- for example, the total benefit (B) to the call center of individual ones of the agents (a) handling calls requiring individual agent skills (s).
Inventors:
Alan B. Tonisson
Application Number:
JP1464398A
Publication Date:
January 14, 2003
Filing Date:
January 27, 1998
Export Citation:
Assignee:
Lucent Technologies, Inc.
International Classes:
H04M3/42; G06F9/50; H04M3/523; (IPC1-7): H04M3/42
Domestic Patent References:
| JP6261129A | ||||
| JP654062A | ||||
| JP8321885A | ||||
| JP4344757A | ||||
| JP5327915A |
Attorney, Agent or Firm:
Masao Okabe (10 outside)