Unlock instant, AI-driven research and patent intelligence for your innovation.

Bitmaps for Next Generation Call Centers

A call center and bitmap technology, applied in the field of communications, can solve the problems that call centers cannot achieve efficiency gains and cannot implement tens of thousands of queue management.

Active Publication Date: 2016-12-14
AVAYA INC
View PDF9 Cites 0 Cited by
  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, call centers are constrained from realizing these additional efficiency gains due to the complete inability to manage tens of thousands of queues

Method used

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
View more

Image

Smart Image Click on the blue labels to locate them in the text.
Viewing Examples
Smart Image
  • Bitmaps for Next Generation Call Centers
  • Bitmaps for Next Generation Call Centers
  • Bitmaps for Next Generation Call Centers

Examples

Experimental program
Comparison scheme
Effect test

Embodiment Construction

[0092] The ensuing description provides embodiments only, and is not intended to limit the scope, application, or configuration of the claims. Rather, the ensuing description will provide those skilled in the art with an enabling description for implementing the embodiments. It should be understood that various changes can be made in the function and arrangement of elements without departing from the spirit and scope of the appended claims.

[0093] figure 1 An illustrative example of a distributed communication system 100 in accordance with at least some implementations of the present invention is presented. The communication system 100 includes a communication network 104 connecting one or more communication devices 108 to a work distribution mechanism 116 owned and operated by an enterprise managing a call center in which a plurality of resources 112 are assigned to process incoming work items from the client communication device 108.

[0094] According to at least some ...

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

PUM

No PUM Login to View More

Abstract

This article relates to bitmaps for next-generation call centers, describing a queue-free call center and various methods and apparatus for managing it. The call center proposed here provides multiple capabilities such as true one-to-one matching. A scheme for managing data structures used by a queueless call center is also provided. Also, an apparatus for generating traditional queue-based performance views and metrics for a queue-less call center is also presented to aid in a smooth transition from traditional queue-based call centers to the next-generation call centers described herein.

Description

[0001] Cross References to Related Applications [0002] This application claims the benefit of US Provisional Application No. 61 / 324,216, filed April 14, 2010, the entire disclosure of which is hereby incorporated by reference. technical field [0003] The present invention relates generally to communications and, more particularly, to contact centers. Background technique [0004] The traditional concept of a call center is to require queues to be efficient in work distribution while also minimizing agent idle time. Unfortunately, the use of queues almost always results in suboptimal routing. That is, an agent is often not assigned to the work item she is best equipped to handle, and vice versa. [0005] For example, in skills-based queues, work item queues are paired with corresponding resource queues. When a work item is received at an Automated Contact Distributor (ACD), the properties of the work item are analyzed and then placed in a specific queue based on its pro...

Claims

the structure of the environmentally friendly knitted fabric provided by the present invention; figure 2 Flow chart of the yarn wrapping machine for environmentally friendly knitted fabrics and storage devices; image 3 Is the parameter map of the yarn covering machine
Login to View More

Application Information

Patent Timeline
no application Login to View More
Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/50
Inventor A·D·弗劳克哈特R·C·斯特因内
Owner AVAYA INC