公开(公告)号：US20170024680A1

公开(公告)日：2017-01-26

申请号：US14804496

申请日：2015-07-21

Applicant: Oracle International Corporation

Inventor： Dana Allison ,  Denis Gulsen ,  Victor Chung-Wai Chan ,  Adam Craig Pocock ,  Pallika Kanani ,  David Greenberg

IPC: G06Q10/06 ,  G06Q30/00 ,  G06F17/30

CPC classification number: G06Q10/063112 ,  G06F16/24578 ,  G06Q30/016

Abstract: Embodiments described herein provide an efficient multi-dimensional routing algorithm that takes into account decision factors including but not limited to skills of the agents, a channel to be used for a particular contact, personal preferences and other contact specific information, a balance between inbound and outbound contacts, the relative expense of agents for a particular contact, etc. This routing algorithm can be adapted to handle mandatory conditions as well as soft conditions. Each of the various possible conditions can be weighted by the entity implementing the contact center based on a relative importance of the factor to that entity. Embodiments can also include a set of analytics that provides insight into the correlation between the decision factors and desired outcomes which can be used, for example, for proper tuning of the algorithm based on an adjustment of the weight applied to these various factors.

Abstract translation: 本文描述的实施例提供了一种有效的多维路由算法，其考虑了决定因素，包括但不限于代理人的技能，用于特定联系人的信道，个人偏好和其他联系人特定信息，入站和 出站联系人，特定联系人的代理人的相对费用等。该路由算法可以适应于处理强制条件以及软条件。 各个可能的条件中的每一个都可以由实体联络中心的实体根据因素对该实体的相对重要性加权。 实施例还可以包括一组分析，其提供对决策因素和期望结果之间的相关性的了解，可以使用，例如，基于对这些各种因素的权重的调整来适当地调整算法。