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IN2013MU02201A - - Google Patents

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Publication number
IN2013MU02201A
IN2013MU02201A IN2201MU2013A IN2013MU02201A IN 2013MU02201 A IN2013MU02201 A IN 2013MU02201A IN 2201MU2013 A IN2201MU2013 A IN 2201MU2013A IN 2013MU02201 A IN2013MU02201 A IN 2013MU02201A
Authority
IN
India
Prior art keywords
objectives
contact center
algorithm
considering
decisions
Prior art date
Application number
Inventor
Andrew D Flockhart
Robert C Steiner
Joylee Kohler
Original Assignee
Avaya Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Inc filed Critical Avaya Inc
Publication of IN2013MU02201A publication Critical patent/IN2013MU02201A/en

Links

Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling

Landscapes

  • Engineering & Computer Science (AREA)
  • Business, Economics & Management (AREA)
  • Human Resources & Organizations (AREA)
  • Economics (AREA)
  • Strategic Management (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Operations Research (AREA)
  • Physics & Mathematics (AREA)
  • Educational Administration (AREA)
  • Marketing (AREA)
  • Development Economics (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Game Theory and Decision Science (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Theoretical Computer Science (AREA)
  • General Factory Administration (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Feedback Control In General (AREA)

Abstract

Methods, devices, and systems are provided such that multiple contact center objectives can be simultaneously analyzed and normalized by a single algorithm. A solution is provided for executing an algorithm that is able to consider multiple objectives simultaneously rather than serially. By considering multiple objectives in parallel when making work assignment decisions instead of considering single objectives, decisions and contact center adjustments are made with more efficiency and with a minimal use of resources.
IN2201MU2013 2012-09-20 2013-06-28 IN2013MU02201A (en)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US13/623,310 US20140081687A1 (en) 2012-09-20 2012-09-20 Multiple simultaneous contact center objectives

Publications (1)

Publication Number Publication Date
IN2013MU02201A true IN2013MU02201A (en) 2015-06-12

Family

ID=50275387

Family Applications (1)

Application Number Title Priority Date Filing Date
IN2201MU2013 IN2013MU02201A (en) 2012-09-20 2013-06-28

Country Status (3)

Country Link
US (1) US20140081687A1 (en)
IN (1) IN2013MU02201A (en)
PH (1) PH12013000199A1 (en)

Families Citing this family (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9401989B2 (en) 2013-09-05 2016-07-26 Avaya Inc. Work assignment with bot agents
US20150095082A1 (en) * 2013-10-01 2015-04-02 Ed Guntin System for managing tasks and methods thereof
CA3108009C (en) * 2014-08-01 2023-02-07 Greeneden U.S. Holdings Ii, Llc System and method for anticipatory dynamic customer segmentation for a contact center
US9848084B2 (en) * 2014-08-01 2017-12-19 Genesys Telecommunications Laboratories, Inc. Adaptable business objective routing for a contact center
US9350867B2 (en) * 2014-08-01 2016-05-24 Genesys Telecommunications Laboratories, Inc. System and method for anticipatory dynamic customer segmentation for a contact center
US9781270B2 (en) * 2014-08-01 2017-10-03 Genesys Telecommunications Laboratories, Inc. System and method for case-based routing for a contact
US20180018616A1 (en) 2016-07-18 2018-01-18 Avaya Inc. Systems and methods for lifecycle management of limited duration knowledge in automated interaction systems
US20200014801A1 (en) * 2018-07-03 2020-01-09 ScoreData Corporation System and method to route calls based upon agent performance indicators
US11349990B1 (en) * 2019-04-02 2022-05-31 United Services Automobile Association (Usaa) Call routing system

Family Cites Families (16)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5982873A (en) * 1997-03-07 1999-11-09 Lucent Technologies Inc. Waiting-call selection based on objectives
US6052460A (en) * 1997-12-17 2000-04-18 Lucent Technologies Inc. Arrangement for equalizing levels of service among skills
CA2336785A1 (en) * 1998-07-02 2000-01-13 Kepner-Tregoe, Inc. Method and apparatus for problem solving, decision making, storing, analyzing, retrieving enterprisewide knowledge and conclusive data
US6934381B1 (en) * 1999-08-16 2005-08-23 Avaya Technology Corp. Contact routing system and method
US8015042B2 (en) * 2001-04-02 2011-09-06 Verint Americas Inc. Methods for long-range contact center staff planning utilizing discrete event simulation
US6856680B2 (en) * 2001-09-24 2005-02-15 Rockwell Electronic Commerce Technologies, Llc Contact center autopilot algorithms
US6707905B2 (en) * 2002-04-18 2004-03-16 Avaya Technology Corp. Location enhanced automatic work distribution
US7551602B2 (en) * 2003-12-19 2009-06-23 At&T Intellectual Property I, L.P. Resource assignment in a distributed environment
US20060072739A1 (en) * 2004-10-01 2006-04-06 Knowlagent Inc. Method and system for assessing and deploying personnel for roles in a contact center
US8112298B2 (en) * 2006-02-22 2012-02-07 Verint Americas, Inc. Systems and methods for workforce optimization
US7936867B1 (en) * 2006-08-15 2011-05-03 Avaya Inc. Multi-service request within a contact center
CA2693595A1 (en) * 2007-07-13 2009-01-22 Plumchoice, Inc. Systems and methods for distributing remote technical support via a centralized service
US8964958B2 (en) * 2009-05-20 2015-02-24 Avaya Inc. Grid-based contact center
US8364513B2 (en) * 2009-06-09 2013-01-29 Accenture Global Services Limited Technician control system
US8321253B2 (en) * 2009-06-09 2012-11-27 Accenture Global Services Limited Technician control system
US8634543B2 (en) * 2010-04-14 2014-01-21 Avaya Inc. One-to-one matching in a contact center

Also Published As

Publication number Publication date
PH12013000199B1 (en) 2016-01-18
PH12013000199A1 (en) 2016-01-18
US20140081687A1 (en) 2014-03-20

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