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公开(公告)号：US11233905B1
公开(公告)日：2022-01-25
申请号：US16791769
申请日：2020-02-14
摘要： Systems and methods receiving performance data associated with a call center network; utilizing the performance data to create a model of the call center network; employing the model to run a simulation of the call center network that generates performance data associated with the model; using the model to generate solution parameters for the call center network; and providing the solution parameters to the call center network implementation in the call center network.
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公开(公告)号：US11671535B1
公开(公告)日：2023-06-06
申请号：US17172950
申请日：2021-02-10
CPC分类号： H04M3/5234 , G10L25/63 , H04M3/42059 , H04M3/5232 , H04M3/5237 , H04M3/5238 , H04M2203/551
摘要： Systems, methods, and computer program products provide a digital twin of a call center or call center network, including the members, representatives, and algorithms therein. The digital twin can be used to model real-world call centers and call center networks or may be modified to test changes (in the center/network's control such as algorithms or representative staffing, or beyond the center network's controls such as callers) before they are implemented in real-world production environments. Call loads, which may be based on real call loads or generated differently, can be used to test current or contemplated call center/network arrangements. The digital twin can be validated through comparison with data received from the real-world call center(s)/network(s) it models.
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公开(公告)号：US10778846B1
公开(公告)日：2020-09-15
申请号：US16392037
申请日：2019-04-23
摘要： Techniques are described for forecasting and dynamic routing of incoming routing service requests in a service environment that includes one or more call centers. Implementations apply a doubly stochastic modeling technique to modeling call volumes, call wait times, calling handling times, and/or other parameters in a service environment that includes one or more call centers that include multiple skill codes for the service representatives. By simultaneously modeling on different time scales, such as modeling both inter-day and intra-day correlations, implementations are able to provide an analysis that exploits more of the structure in the data compared to traditional techniques. Implementations can also integrate in other types of time series for other effects that may impact the call volume or other parameters in a service environment, such as exogenous and/or anomalous variables that are independent of other inter-day and/or intra-day trends exhibited in the data.
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公开(公告)号：US12081703B1
公开(公告)日：2024-09-03
申请号：US18178667
申请日：2023-03-06
CPC分类号： H04M3/5234 , G10L25/63 , H04M3/42059 , H04M3/5232 , H04M3/5237 , H04M3/5238 , H04M2203/551
摘要： Systems, methods, and computer program products provide a digital twin of a call center or call center network, including the members, representatives, and algorithms therein. The digital twin can be used to model real-world call centers and call center networks or may be modified to test changes (in the center/network's control such as algorithms or representative staffing, or beyond the center network's controls such as callers) before they are implemented in real-world production environments. Call loads, which may be based on real call loads or generated differently, can be used to test current or contemplated call center/network arrangements. The digital twin can be validated through comparison with data received from the real-world call center(s)/network(s) it models.
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公开(公告)号：US11184483B1
公开(公告)日：2021-11-23
申请号：US17198016
申请日：2021-03-10
摘要： Techniques are described for forecasting and dynamic routing of incoming routing service requests in a service environment that includes one or more call centers. Implementations apply a doubly stochastic modeling technique to modeling call volumes, call wait times, calling handling times, and/or other parameters in a service environment that includes one or more call centers that include multiple skill codes for the service representatives. By simultaneously modeling on different time scales, such as modeling both inter-day and intra-day correlations, implementations are able to provide an analysis that exploits more of the structure in the data compared to traditional techniques. Implementations can also integrate in other types of time series for other effects that may impact the call volume or other parameters in a service environment, such as exogenous and/or anomalous variables that are independent of other inter-day and/or intra-day trends exhibited in the data.
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公开(公告)号：US11818298B1
公开(公告)日：2023-11-14
申请号：US17808449
申请日：2022-06-23
CPC分类号： H04M3/5237 , G10L25/63 , H04M3/42059 , H04M3/5232 , H04M3/5238 , H04M2203/551
摘要： Systems and methods simulate call centers networks and call loads to test load balancing and routing. The simulation can be used for generating, using a load balancer, a call score for the one or more calls based on the call information and selecting, using the load balancer, one of the simulated call centers as a selected call center based on the call score and the respective response entity profile.
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公开(公告)号：US10979573B1
公开(公告)日：2021-04-13
申请号：US16936733
申请日：2020-07-23
摘要： Techniques are described for forecasting and dynamic routing of incoming routing service requests in a service environment that includes one or more call centers. Implementations apply a doubly stochastic modeling technique to modeling call volumes, call wait times, calling handling times, and/or other parameters in a service environment that includes one or more call centers that include multiple skill codes for the service representatives. By simultaneously modeling on different time scales, such as modeling both inter-day and intra-day correlations, implementations are able to provide an analysis that exploits more of the structure in the data compared to traditional techniques. Implementations can also integrate in other types of time series for other effects that may impact the call volume or other parameters in a service environment, such as exogenous and/or anomalous variables that are independent of other inter-day and/or intra-day trends exhibited in the data.
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公开(公告)号：US10834264B1
公开(公告)日：2020-11-10
申请号：US15426874
申请日：2017-02-07
摘要： Systems and methods balance loads of traffic directed to various response entities. Systems and methods alternatively or complementarily generate simulated loads of traffic for handling by various response entities or load balancing algorithms.
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