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Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue

机译：基于对通信中心主队列中等待事件的评估来预测和规划通信中心资源的方法和装置

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摘要

A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.

机译：用于基于通信中心队列中表示的事件的需求来推荐通信中心中的劳动力资源分配的软件应用程序，其具有第一接口，用于从队列中访问信息;第二接口，用于从数据源访问有关劳动力可用性和状态信息的信息;处理组件，用于处理队列信息和劳动力信息;消息生成和传递组件，用于基于处理结果生成劳动力分配建议，并将该建议发送给目标实体。在一个优选实施例中，应用程序周期性地访问队列和数据源以获得用于处理的最新信息，并基于事件的实时要求和资源的可用性状态生成周期性的建议，该建议在资源之前提前发送是必须的。

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公开/公告号USRE47138E

专利类型
公开/公告日2018-11-20

原文格式PDF
申请/专利权人 GENESYS TELECOMMUNICATIONS LABORATORIES INC.;ALCATEL LUCENT;
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申请/专利号US201514931814
发明设计人 YEVGENIY PETROVYKH;
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申请日2015-11-03
分类号H04L12/28;H04M3/51;H04L12/58;H04L29/06;H04M7/00;H04Q3/64;H04L29/08;H04L12/24;H04L12/26;H04M3/22;H04M3/36;H04M3/42;H04M3/523;H04M7/12;
国家 US
入库时间 2022-08-21 12:03:55

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