BRPI1105734A2 - Previsão de desempenho de um centro de chamadas - Google Patents
Previsão de desempenho de um centro de chamadasInfo
- Publication number
- BRPI1105734A2 BRPI1105734A2 BRPI1105734-3A2A BRPI1105734A BRPI1105734A2 BR PI1105734 A2 BRPI1105734 A2 BR PI1105734A2 BR PI1105734 A BRPI1105734 A BR PI1105734A BR PI1105734 A2 BRPI1105734 A2 BR PI1105734A2
- Authority
- BR
- Brazil
- Prior art keywords
- call center
- resource
- center performance
- performance forecast
- generate
- Prior art date
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks
-
- G—PHYSICS
- G06—COMPUTING OR CALCULATING; 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
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
Abstract
PREVISÃO DE DESEMPENHO DE UM CENTRO DE CHAMADAS A presente invenção refere-se a descreve um sistema e um método para prever o desempenho de um centro de chamadas. Em uma implementação, o método para prever o desempenho de um centro de chamadas compreende receber detalhes referentes a pelo menos um recurso do centro de chamadas, de modo a gerar pelo menos um modelo representativo do recurso do pelo menos um recurso com base nos detalhes recebidos. O método compreende ainda receber pelo menos um parâmetro de fluxo de trabalho associado com o pelo menos um modelo de recurso, de froma a gerar pelo menos um relatório indicativo da qualidade de serviço provida pelo centro de chamadas com base no pelo menos um parâmetro de fluxo de trabalho.
Applications Claiming Priority (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| IN2774/MUM/2011 | 2011-09-30 | ||
| IN2774MU2011 | 2011-09-30 |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| BRPI1105734A2 true BRPI1105734A2 (pt) | 2014-06-17 |
| BRPI1105734B1 BRPI1105734B1 (pt) | 2021-10-13 |
Family
ID=48023570
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| BRPI1105734-3A BRPI1105734B1 (pt) | 2011-09-30 | 2011-12-30 | Método implementado por computador para prever o de-sempenho de um centro de chamadas e sistema de centro de sistema de previsão de desempenho de centro de chamada |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN103037110B (pt) |
| BR (1) | BRPI1105734B1 (pt) |
Families Citing this family (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106331385B (zh) * | 2016-08-19 | 2019-11-12 | 南京南瑞集团公司 | 一种基于sip中继的95598呼叫中心压力测试系统及方法 |
| US9930180B1 (en) * | 2017-04-28 | 2018-03-27 | Afiniti, Ltd. | Techniques for behavioral pairing in a contact center system |
| US11410112B2 (en) * | 2017-10-27 | 2022-08-09 | Accenture Global Solutions Limited | Industrial data service, data modeling, and data application platform |
| CN110365855B (zh) * | 2018-04-09 | 2021-07-16 | 华为技术有限公司 | 一种中继状态的提示方法、ip电话机和语音交换机 |
| US10742816B2 (en) * | 2018-04-10 | 2020-08-11 | Avaya Inc. | Dynamic routing system for contact center communications |
| CN109587349B (zh) * | 2018-11-14 | 2022-02-01 | 平安科技（深圳）有限公司 | 多媒体坐席线路测试方法及装置、电子设备、存储介质 |
| US11810022B2 (en) * | 2020-02-28 | 2023-11-07 | Intuit Inc. | Contact center call volume prediction |
| US12095628B2 (en) | 2022-10-19 | 2024-09-17 | T-Mobile Usa, Inc. | Machine learning system for predicting network abnormalities |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6055308A (en) * | 1997-01-21 | 2000-04-25 | Genesys Telecommunications Laboratories, Inc. | Method and system for determining and using multiple object states in a computer telephony integration system |
| US6856680B2 (en) * | 2001-09-24 | 2005-02-15 | Rockwell Electronic Commerce Technologies, Llc | Contact center autopilot algorithms |
| US8238543B2 (en) * | 2009-06-01 | 2012-08-07 | Genesys Telecommunications Laboratories, Inc. | System and methods for predicting future agent readiness for handling an interaction in a call center |
-
2011
- 2011-12-28 CN CN201110447134.4A patent/CN103037110B/zh active Active
- 2011-12-30 BR BRPI1105734-3A patent/BRPI1105734B1/pt active IP Right Grant
Also Published As
| Publication number | Publication date |
|---|---|
| CN103037110B (zh) | 2017-04-12 |
| CN103037110A (zh) | 2013-04-10 |
| BRPI1105734B1 (pt) | 2021-10-13 |
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Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| B03A | Publication of a patent application or of a certificate of addition of invention [chapter 3.1 patent gazette] | ||
| B06F | Objections, documents and/or translations needed after an examination request according [chapter 6.6 patent gazette] | ||
| B06U | Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette] | ||
| B09A | Decision: intention to grant [chapter 9.1 patent gazette] | ||
| B16A | Patent or certificate of addition of invention granted [chapter 16.1 patent gazette] |
Free format text: PRAZO DE VALIDADE: 20 (VINTE) ANOS CONTADOS A PARTIR DE 30/12/2011, OBSERVADAS AS CONDICOES LEGAIS. |