公开(公告)号：US20200272976A1

公开(公告)日：2020-08-27

申请号：US16802538

申请日：2020-02-26

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： James Murison ,  Johnson Tse ,  Gaurav Mehrotra ,  Anthony Lam

IPC: G06Q10/06 ,  G06N3/08 ,  G10L15/22 ,  G10L15/04 ,  G10L15/18 ,  G10L15/16

Abstract: A system and method are presented for adaptive skill level assignments of agents in contact center environments. A client and a service collaborate to automatically determine the effectiveness of an agent handling an interaction that has been routed using skills-based routing. Evaluation operations may be performed including emotion detection, transcription of audio to text, keyword analysis, and sentiment analysis. The results of the evaluation are aggregated with other information such as the interaction's duration, agent skills and agent skill levels, and call requirement skills and skill levels, to update the agent's profile which is then used for subsequent routing operations.

公开(公告)号：US11367029B2

公开(公告)日：2022-06-21

申请号：US16802538

申请日：2020-02-26

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： James Murison ,  Johnson Tse ,  Gaurav Mehrotra ,  Anthony Lam

IPC: G06Q10/06 ,  G06N3/08 ,  G10L15/22 ,  G10L15/18 ,  G10L15/16 ,  G10L15/04 ,  G10L15/08

Abstract: A system and method are presented for adaptive skill level assignments of agents in contact center environments. A client and a service collaborate to automatically determine the effectiveness of an agent handling an interaction that has been routed using skills-based routing. Evaluation operations may be performed including emotion detection, transcription of audio to text, keyword analysis, and sentiment analysis. The results of the evaluation are aggregated with other information such as the interaction's duration, agent skills and agent skill levels, and call requirement skills and skill levels, to update the agent's profile which is then used for subsequent routing operations.

公开(公告)号：US10142471B2

公开(公告)日：2018-11-27

申请号：US14846643

申请日：2015-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vera Grodek ,  Gaurav Mehrotra ,  Paul Gvildys ,  Nelson Shundo ,  Alex Ka Yu Lee

IPC: H04M3/51 ,  G10L25/51 ,  H04M3/42 ,  H04M3/533 ,  G10L15/08 ,  G10L15/12 ,  G10L25/24

Abstract: A contact center includes an outbound server to make a call to a callee and a media device. The media device receives an audio signal based on the call, to determine a Mel-frequency cepstral coefficient for the received audio signal, and to match the Mel-frequency cepstral coefficient for the audio signal to a Mel-frequency cepstral coefficient for a pre-recorded carrier message. The media device can determine a content of the audio signal based on the match.

公开(公告)号：US09729492B2

公开(公告)日：2017-08-08

申请号：US14741251

申请日：2015-06-16

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Paul Gvildys ,  Vinod Madhavan ,  Gaurav Mehrotra ,  Henry Lum ,  Herbert Willi Artur Ristock ,  Atul Edlabadkar

IPC: G06F15/16 ,  H04L12/58 ,  G06Q30/00 ,  H04L12/26 ,  H04L12/24 ,  H04L29/14 ,  H04L29/06 ,  H04L29/08

CPC classification number: H04L51/30 ,  G06Q30/016 ,  H04L41/0663 ,  H04L41/0695 ,  H04L43/0811 ,  H04L43/0817 ,  H04L65/1006 ,  H04L65/105 ,  H04L67/145 ,  H04L69/40

Abstract: A system for providing media services on behalf of a customer contact center includes: a processor; and a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: transmit and receive signaling messages to and from a control server over an established data network connection; in response to the signaling messages, invoke a media device for transmitting media to an end-user device; detect loss of the data network connection; identify a configurable parameter for determining whether a failed message transmission should be retried; and in response to determining that the failed message transmission should be retried, re-transmitting the failed message to the control server.

公开(公告)号：US20160261743A1

公开(公告)日：2016-09-08

申请号：US14846643

申请日：2015-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vera Grodek ,  Gaurav Mehrotra ,  Paul Gvildys ,  Nelson Shundo ,  Alex Ka Yu Lee

IPC: H04M3/51 ,  H04M3/533 ,  H04M3/42

CPC classification number: H04M3/5158 ,  G10L15/12 ,  G10L25/24 ,  G10L25/51 ,  G10L2015/088 ,  H04M3/42221 ,  H04M3/53308 ,  H04M2203/2027

Abstract: A contact center includes an outbound server to make a call to a callee and a media device. The media device receives an audio signal based on the call, to determine a Mel-frequency cepstral coefficient for the received audio signal, and to match the Mel-frequency cepstral coefficient for the audio signal to a Mel-frequency cepstral coefficient for a pre-recorded carrier message. The media device can determine a content of the audio signal based on the match.

Abstract translation: 联络中心包括一个出站服务器，用于呼叫被叫方和媒体设备。 媒体设备基于该呼叫接收音频信号，以确定所接收的音频信号的梅尔频率倒谱系数，并将音频信号的梅尔频率倒谱系数与用于预编码的音频信号的梅尔频率倒谱系数匹配， 记录载体信息。 媒体设备可以基于匹配来确定音频信号的内容。