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System and method for providing call statistics in real time

IPC분류정보
국가/구분 United States(US) Patent 등록
국제특허분류(IPC7판)
  • H04M-003/00
  • H04M-005/00
출원번호 US-0189094 (1998-11-09)
발명자 / 주소
  • Martina K. Hartmeier
출원인 / 주소
  • Intel Corporation
대리인 / 주소
    Blakely, Sokoloff, Taylor & Zafman LLP
인용정보 피인용 횟수 : 47  인용 특허 : 16

초록

A display tool and a call distribution system that provides queue and agent statistics, resulting from telecommunications events (i.e., service calls), for viewing on a monitor of a computer. A first server receives information associated with the telecommunications events, including queue and agent

대표청구항

1. A call distribution system comprising:a first call management system (CMS) server at a first site to obtain first data pertaining to an incoming call activity of telecommunication events, the first data forming a first predetermined data structure format; a second CMS server at a second site to o

이 특허에 인용된 특허 (16)

  1. Costello Peter E. (Matawan NJ) Fossett Lawrence D. (Morganville NJ) Lane Michael S. (Colts Neck NJ) Quin Terrence T. (Holmdel NJ) Smith Nicholas K. (Middletown NJ), ACD Management information system.
  2. Dezonno Anthony J., Audio communications inferface, method and communications system for connecting a remote agent to a telephone switch.
  3. Kohler Joylee E. (Broomfield CO) Mathews Eugene P. (Barrington IL) Nalbone Robert D. (Thornton CO) Palmer Craig F. (Arvada CO), Automatic call distribution based on matching required skills with agents skills.
  4. Brooks Nancy Sinling,CAX ; Fryer Paul Douglas,CAX ; Kaufman Gary Stanley,CAX ; Berkson Stephen Phillip ; Herel Charles R. ; Brooks Laura M., Call management method and system for skill-based routing.
  5. Anderson Gregory Lane, Context-sensitive presentation of information to call-center agents.
  6. Pruitt Leonard E. (Stockholm SEX), Feature control system utilizing design oriented state table language.
  7. Barrett John C. (Elburn IL) Gerber Eugene (Bolingbrook IL) Otto Mary R. (Lisle IL) Senneke Wayne A. (Aurora IL), Interface for handling event messages generated by telecommunications switches with automatic call distribution capabili.
  8. Maloney Michael J. (Plano TX) McCalmont David T. (San Jose CA), Method and system for automatically monitoring the performance quality of call center service representatives.
  9. Maloney Michael J. (Plano TX) Hitson Bruce L. (Mountain View CA) McCalmont David T. (San Jose CA), Method and system for transferring calls and call-related data between a plurality of call centers.
  10. Man Susan K. (Holmdel NJ) Cebulka Kathleen D. (Piscataway NJ) Fisher Gregory M. (North Brunswick NJ) Lancaster Jill E. (East Windsor NJ), Method of creating a telecommunication service specification.
  11. Shastry Subramanya K. (Middletown NJ) Chu Francis Y. (Highland Park NJ) Man Susan K. (Holmdel NJ) Nazif Zaher A. (High Bridge NJ), Method of creating and accessing value tables in a telecommunication service creation and execution environment.
  12. Miloslavsky Alec, Methods and apparatus for implementing an outbound network call center.
  13. Beckle LeAnn M. (Aurora IL) Crockett Gary B. (Richardson TX) Easley Kevin D. (Naperville IL), Resource control and data handling for central office based automatic call distributors.
  14. Hartmeier Martina K., System and method for providing call statistics in real time.
  15. Bateman Thomas Howard,CAX ; Kierstead Bruce Edward,CAX ; Noble William Alexander,CAX ; Curry Timothy Lee,CAX ; Lockett John Alan,CAX ; Mersereau Laurie Edward,CAX ; Ouellette Robert James,CAX, System for coordinating communications via customer contact channel changing system using call centre for setting up the.
  16. Haigh Steven Paul, Transaction processing system and method.

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  3. Conway, Kelly; Gustafson, David; Brown, Douglas; Danson, Christopher, Coaching portal and methods based on behavioral assessment data.
  4. Conway, Kelly; Capers, Keene Hedges; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa, Customer satisfaction analysis of caller interaction event data system and methods.
  5. Conway, Kelly; Gustafson, David; Brown, Douglas; Danson, Christopher, Customer satisfaction system and method based on behavioral assessment data.
  6. Barinov, Vitaly Y., Distributed aggregation for contact center agent-groups on sliding interval.
  7. Barinov, Vitaly Y., Distributed aggregation for contact center agent-groups on sliding interval.
  8. Barinov, Vitaly Y., Low latency distributed aggregation for contact center agent-groups on sliding interval.
  9. Conway, Kelly; Gustafson, David; Danson, Christopher; Capers, Keene Hedges; Brown, Douglas, Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center.
  10. Conway, Kelly; Gustafson, David; Brown, Douglas; Danson, Christopher, Method and system determining the complexity of a telephonic communication received by a contact center.
  11. Conway, Kelly; Gustafson, David; Brown, Douglas; Danson, Christopher, Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics.
  12. Conway, Kelly; Capers, Keene Hedges; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa, Method and system for analyzing a communication by applying a behavioral model thereto.
  13. Conway, Kelly; Capers, Keene Hedges; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa, Method and system for analyzing a communication by applying a behavioral model thereto.
  14. Conway, Kelly; Capers, Keene Hedges; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa, Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.
  15. Conway, Kelly; Capers, Keene Hedges; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa, Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.
  16. Danson, Christopher; Conway, Kelly; Capers, Keene Hedges; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa, Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.
  17. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David, Method and system for automatically routing a telephonic communication.
  18. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David, Method and system for automatically routing a telephonic communication.
  19. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David, Method and system for automatically routing a telephonic communication.
  20. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David, Method and system for automatically routing a telephonic communication.
  21. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David, Method and system for automatically routing a telephonic communication base on analytic attributes associated with prior telephonic communication.
  22. Judkins, J. Andrew; Shelton, Michael; Peterson, David, Method and system for collecting reports for call center monitoring by supervisor.
  23. Conway, Kelly; Capers, Keene Hedges; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa, Method and system for generating a responsive communication based on behavioral assessment data.
  24. Herbert, Meghan; Leamon, Paul Harold, Method and system for providing performance statistics to agents.
  25. Herbert,Meghan; Leamon,Paul Harold, Method and system for providing performance statistics to agents.
  26. Conway, Kelly; Gustafson, David; Brown, Douglas; Danson, Christopher, Method and system for selecting and navigating to call examples for playback or analysis.
  27. Conway, Kelly; Gustafson, David; Brown, Douglas; Danson, Christopher, Method and system of searching for communications for playback or analysis.
  28. Barinov, Vitaly Y., Method of distributed aggregation in a call center.
  29. Conway, Kelly; Capers, Keene Hedges; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa, Methods and system for analyzing multichannel electronic communication data.
  30. Conway, Kelly; Capers, Keene Hedges; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa, Methods and system for analyzing multichannel electronic communication data.
  31. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa; Capers, Keene Hedges, Methods and system for analyzing multichannel electronic communication data.
  32. Munguia,Peter R., Power managed busses and arbitration.
  33. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa; Capers, Keene Hedges, Responsive communication system for analyzed multichannel electronic communication.
  34. Statham, Steven W.; Medo, Ronald A., Retrieval of data related to a call center.
  35. Statham,Steven W.; Medo,Ronald A., Retrieval of data related to a call center.
  36. Statham,Steven W.; Medo,Ronald A., Retrieval of data related to a call center.
  37. Barinov, Vitaly Y., Scalable approach to agent-group state maintenance in a contact center.
  38. Judkins,J. Andrew; Shelton,Michael; Peterson,David, Skills based routing method and system for call center.
  39. Hartmeier, Martina K., System and method for providing call statistics in real time.
  40. Barinov, Vitaly Y., System and method of distributed maintenance of contact center state.
  41. Barinov, Vitaly Y., System and method of distributed maintenance of contact center state.
  42. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa; Capers, Keene Hedges, System and methods for analyzing multichannel communications including voice data.
  43. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David; Warford, Roger; Moore, Melissa; Capers, Keene Hedges, System and methods for analyzing online forum language.
  44. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David, System for automatically routing a communication.
  45. Conway, Kelly; Danson, Christopher; Brown, Douglas; Gustafson, David, Telephonic communication routing system based on customer satisfaction.
  46. Kurosaki,Kiyoshi, User information management program and user information management device.
  47. Romano,Frank; Krishna,Sampath; Nguyen,Son; Rhodes,Jesse; Crewe,Philip Grahame; Finchley Cletheroe,Daniel Jonathan; Marsden,Mark; Greendale,Steven Walter; Watson,Nigel James; Stroud,Ian Christopher; Howe,Timothy David; Smith,Gerard Edward; Smithers,Colin Richard, Vehicle locating unit with input voltage protection.
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