System and method for queue look ahead to optimize work assignment to available agents
Номер патента: EP3983891A1
Опубликовано: 20-04-2022
Автор(ы): Stephen McSwiggan
Принадлежит: Verint Americas Inc
Опубликовано: 20-04-2022
Автор(ы): Stephen McSwiggan
Принадлежит: Verint Americas Inc
Реферат: In the present disclosure, analytics are applied to work items while the work items are waiting in a work queue in order to optimize the routing and allocation of work items to agents in the most efficient manner possible, while optimizing agents being assigned to work items they are most qualified to handle. By performing a look ahead at more than the initial work item, the system assesses the agent skills required by imminent work items in the work queue. This is then compared to a skillset of each available and/or soon to be available agent in order to achieve the optimal allocation of the work items to maximize the work item being assigned the best qualified agent. The work items are then routed to the agents accordingly.In the present disclosure, analytics are applied to work items while the work items are waiting in a work queue in order to optimize the routing and allocation of work items to agents in the most efficient manner possible, while optimizing agents being assigned to work items they are most qualified to handle. By performing a look ahead at more than the initial work item, the system assesses the agent skills required by imminent work items in the work queue. This is then compared to a skillset of each available and/or soon to be available agent in order to achieve the optimal allocation of the work items to maximize the work item being assigned the best qualified agent. The work items are then routed to the agents accordingly.
System and computer-implemented method for monitoring the maintenance status in transport vehicles
Номер патента: EP4184422A1. Автор: Ralf God,Hartmut Hintze,Alexander Kusch,Fabian GIERTZSCH. Владелец: Safran Cabin Germany GmbH. Дата публикации: 2023-05-24.