DE60039500D1 - Verfahren und vorrichtung zur automatischen personalisierung und darstellung von arbeitsmengenzuweisungen an mitarbeiter in einer multimedia-kommunikationszentrale - Google Patents

Verfahren und vorrichtung zur automatischen personalisierung und darstellung von arbeitsmengenzuweisungen an mitarbeiter in einer multimedia-kommunikationszentrale

Info

Publication number
DE60039500D1
DE60039500D1 DE60039500T DE60039500T DE60039500D1 DE 60039500 D1 DE60039500 D1 DE 60039500D1 DE 60039500 T DE60039500 T DE 60039500T DE 60039500 T DE60039500 T DE 60039500T DE 60039500 D1 DE60039500 D1 DE 60039500D1
Authority
DE
Germany
Prior art keywords
agent
work
awpm
presentation
employees
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
DE60039500T
Other languages
English (en)
Inventor
Christopher Clemmett Beck
Jonathan Michael Berke
Joel A Johnstone
Robin Marie Mitchell
James Karl Powers
Mark Franklin Sidell
Charles Dazler Knuff
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.)
Genesys Cloud Services Inc
Original Assignee
Genesys Telecommunications Laboratories Inc
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Filing date
Publication date
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Publication of DE60039500D1 publication Critical patent/DE60039500D1/de
Anticipated expiration legal-status Critical
Expired - Lifetime legal-status Critical Current

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Classifications

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    • H04L65/10—Architectures or entities
    • H04L65/102—Gateways
    • H04L65/1043—Gateway controllers, e.g. media gateway control protocol [MGCP] controllers
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
    • G06F16/40—Information retrieval; Database structures therefor; File system structures therefor of multimedia data, e.g. slideshows comprising image and additional audio data
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06K—GRAPHICAL DATA READING; PRESENTATION OF DATA; RECORD CARRIERS; HANDLING RECORD CARRIERS
    • G06K13/00—Conveying record carriers from one station to another, e.g. from stack to punching mechanism
    • G06K13/02—Conveying record carriers from one station to another, e.g. from stack to punching mechanism the record carrier having longitudinal dimension comparable with transverse dimension, e.g. punched card
    • G06K13/08—Feeding or discharging cards
    • G06K13/0806—Feeding or discharging cards using an arrangement for ejection of an inserted card
    • G06K13/0825—Feeding or discharging cards using an arrangement for ejection of an inserted card the ejection arrangement being of the push-push kind
    • G—PHYSICS
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    • 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
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    • H04L69/322—Intralayer communication protocols among peer entities or protocol data unit [PDU] definitions
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    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
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    • H04M3/5175—Call or contact centers supervision arrangements
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    • H04M3/56—Arrangements for connecting several subscribers to a common circuit, i.e. affording conference facilities
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    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
DE60039500T 1999-02-19 2000-01-12 Verfahren und vorrichtung zur automatischen personalisierung und darstellung von arbeitsmengenzuweisungen an mitarbeiter in einer multimedia-kommunikationszentrale Expired - Lifetime DE60039500D1 (de)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
US09/253,277 US6381640B1 (en) 1998-09-11 1999-02-19 Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center
PCT/US2000/000781 WO2000049778A1 (en) 1999-02-19 2000-01-12 Method and apparatus for automated personalization and presentation of workload assignments to agents within a multimedia communication center

Publications (1)

Publication Number Publication Date
DE60039500D1 true DE60039500D1 (de) 2008-08-28

Family

ID=22959597

Family Applications (1)

Application Number Title Priority Date Filing Date
DE60039500T Expired - Lifetime DE60039500D1 (de) 1999-02-19 2000-01-12 Verfahren und vorrichtung zur automatischen personalisierung und darstellung von arbeitsmengenzuweisungen an mitarbeiter in einer multimedia-kommunikationszentrale

Country Status (6)

Country Link
US (1) US6381640B1 (de)
EP (1) EP1157509B1 (de)
AT (1) ATE401736T1 (de)
AU (1) AU2964900A (de)
DE (1) DE60039500D1 (de)
WO (1) WO2000049778A1 (de)

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