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1. 发明授权

US09883037B1 Systems and methods in an electronic contact management system to estimate required staff levels for multi-skilled agents 有权
公开(公告)号：US09883037B1
公开(公告)日：2018-01-30
申请号：US15617616
申请日：2017-06-08
申请人： ASPECT SOFTWARE, INC.
发明人： Donald C. Lewis , Darrell Burkhead , Diane Wight , Aaron Beshears
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/523 , G06Q10/06
CPC分类号： H04M3/5175 , G06Q10/063118 , H04M3/5191 , H04M3/523 , H04M2203/402 , H04M2203/558
摘要： Methods and systems in a contact center for estimating staff levels expected to meet service quality goals are described. In one embodiment, a required staff simulator controller utilizes an event-based simulator to execute staff calculations. The required staff controller reconfigures the simulator for different staff levels and repeatedly runs the simulator to test if the configured staff level is likely or not likely to meet configured service goals using selected confidence levels. The required staff controller determines and presents for each agent type a least upper bound and a greatest lower bound for required staff.

2. 发明申请

US20210365850A1 METHOD AND SYSTEM FOR MATCHING RESOURCES AND CO-RESOURCES 有权
公开(公告)号：US20210365850A1
公开(公告)日：2021-11-25
申请号：US17395302
申请日：2021-08-05
申请人： Aspect Software, Inc.
发明人： Donald C. Lewis
IPC分类号： G06Q10/06
摘要： A method and apparatus are provided for matching resources and co-resources within a system. The method includes the steps of providing a plurality of resources and co-resources where a first type of resource of the plurality of resources are preferentially matched with a first type of co-resource of the plurality of co-resources and a second type of resource of the plurality of resources is preferentially matched with a second type of co-resource of the plurality of co-resources and where any match between a resource of the first type and a co-resource of the second type or a resource of the second type and
co-resource of the first type is a non-preferential match, matching each of the plurality of resources with each respective co-resource of the plurality of co-resources, forming a tempered match from each matched resource and co-resource by associating a time of the match with the match, ordering the tempered matches based upon the associated time; and releasing at least some of the tempered matches for use within the system based upon the ordering of the tempered matches.

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