DE69917515D1 - Anrufzentrale mit Vertreterselektion zur Optimierung der Anrufwartezeiten - Google Patents

Anrufzentrale mit Vertreterselektion zur Optimierung der Anrufwartezeiten

Info

Publication number
DE69917515D1
DE69917515D1 DE69917515T DE69917515T DE69917515D1 DE 69917515 D1 DE69917515 D1 DE 69917515D1 DE 69917515 T DE69917515 T DE 69917515T DE 69917515 T DE69917515 T DE 69917515T DE 69917515 D1 DE69917515 D1 DE 69917515D1
Authority
DE
Germany
Prior art keywords
call
optimize
waiting times
representative selection
call center
Prior art date
Legal status (The legal status 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 status listed.)
Expired - Lifetime
Application number
DE69917515T
Other languages
English (en)
Other versions
DE69917515T2 (de
Inventor
Andrew D Flockhart
Robin Harris Foster
Roy A Jensen
Joylee E Kohler
Eugene P Mathews
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Nokia of America Corp
Original Assignee
Lucent Technologies 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 Lucent Technologies Inc filed Critical Lucent Technologies Inc
Application granted granted Critical
Publication of DE69917515D1 publication Critical patent/DE69917515D1/de
Publication of DE69917515T2 publication Critical patent/DE69917515T2/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
DE69917515T 1998-02-12 1999-02-02 Anrufzentrale mit Vertreterselektion zur Optimierung der Anrufwartezeiten Expired - Lifetime DE69917515T2 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/022,959 US6192122B1 (en) 1998-02-12 1998-02-12 Call center agent selection that optimizes call wait times
US22959 1998-02-12

Publications (2)

Publication Number Publication Date
DE69917515D1 true DE69917515D1 (de) 2004-07-01
DE69917515T2 DE69917515T2 (de) 2005-06-02

Family

ID=21812313

Family Applications (1)

Application Number Title Priority Date Filing Date
DE69917515T Expired - Lifetime DE69917515T2 (de) 1998-02-12 1999-02-02 Anrufzentrale mit Vertreterselektion zur Optimierung der Anrufwartezeiten

Country Status (6)

Country Link
US (1) US6192122B1 (de)
EP (1) EP0940965B1 (de)
JP (1) JP3774076B2 (de)
KR (1) KR100625499B1 (de)
CA (1) CA2258357C (de)
DE (1) DE69917515T2 (de)

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DE69917515T2 (de) 2005-06-02
KR100625499B1 (ko) 2006-09-20
CA2258357C (en) 2002-01-08
EP0940965A3 (de) 2003-06-11
CA2258357A1 (en) 1999-08-12
EP0940965B1 (de) 2004-05-26
JP3774076B2 (ja) 2006-05-10
US6192122B1 (en) 2001-02-20
JPH11331385A (ja) 1999-11-30
KR19990072576A (ko) 1999-09-27
EP0940965A2 (de) 1999-09-08

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