公开(公告)号：US10222933B2

公开(公告)日：2019-03-05

申请号：US14726510

申请日：2015-05-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Praphul Kumar ,  Ashish Thakkar ,  Leonid Vymenets ,  Herbert Ristock

IPC: G06F3/00 ,  G06F3/0481 ,  H04M1/725 ,  H04M3/51

Abstract: A system for managing interactions includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: identify first and second interactions by a user device, each of the first and second interactions being configured to alternately occupy a first area of a display screen of the user device; display an icon on the first area, the icon representing the second interaction, wherein attributes of the icon correspond to attributes of the second interaction; and modify the attributes of the icon based on a status of the second interaction.

公开(公告)号：US20170214798A1

公开(公告)日：2017-07-27

申请号：US15470768

申请日：2017-03-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vidas Placiakis ,  Herbert Ristock ,  Nikolay Korolev ,  Merijn te Booij ,  Vitaliy Teryoshin

IPC: H04M3/523 ,  H04M3/533 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/53333 ,  H04M2203/2077 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/403

Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.

公开(公告)号：US20150350331A1

公开(公告)日：2015-12-03

申请号：US14288359

申请日：2014-05-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Rajiv S. Kumar ,  Herbert Ristock

IPC: H04L29/08

CPC classification number: H04L67/141 ,  H04L67/04 ,  H04L67/10 ,  H04M7/0024 ,  H04M2203/2094 ,  H04M2250/22

Abstract: A system including: a processor; and memory, the memory storing instructions that, when executed by the processor, cause the processor to: receive a request received over a network link, the network link being established between the system and a wearable computing device, the request comprising data corresponding to an event detected by the wearable computing device; and route the request to a resource in accordance with the data of the request.

Abstract translation: 一种系统，包括：处理器; 所述存储器存储指令，所述指令在由所述处理器执行时使得所述处理器：接收通过网络链路接收到的请求，所述网络链路在所述系统和可穿戴计算设备之间建立，所述请求包括对应于 可穿戴式计算装置检测到的事件; 并根据请求的数据将请求路由到资源。

公开(公告)号：US09553988B2

公开(公告)日：2017-01-24

申请号：US14308668

申请日：2014-06-18

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Nikolay Anisimov ,  Sergey Fedorov ,  Herbert Ristock

IPC: H04M5/00 ,  H04M3/523 ,  G06Q10/10

CPC classification number: H04M3/523 ,  G06Q10/10

Abstract: A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics.

Abstract translation: 用于向通信中心提供入站呼叫预留的方法具有通过从机器可读介质执行的预约软件监视到通信中心的服务接入点的步骤，评估通信者和潜在通信者，以及向合格的通信者发出保留的通信会话的邀请， 潜在的通信者，根据预测的通信负载和资源可用性统计数据进行协调的保留时间。

公开(公告)号：US20160352900A1

公开(公告)日：2016-12-01

申请号：US14726471

申请日：2015-05-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Cliff Bell ,  Daniel Stoops ,  Steve O'Donoghue ,  Herbert Ristock

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06393 ,  G06Q10/06398

Abstract: A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.

Abstract translation: 系统和方法包括提供客户和代理之间的交互的联络中心。 分析服务器与联络中心连接，以解析交互的文本，并根据解析的文本确定交互的意图和主题。 分析服务器基于将意图和主题与意图和与显式调查分数相关联的交互的主题进行比较来确定交互的隐含调查分数。

公开(公告)号：US20160350699A1

公开(公告)日：2016-12-01

申请号：US14726491

申请日：2015-05-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leon Vymenets ,  Cayley MacArthur ,  Yochai Konig ,  Wayne Lo ,  Praphul Kumar ,  Herbert Ristock

IPC: G06Q10/06 ,  G06Q30/00

CPC classification number: G06Q10/063118 ,  G06Q10/06398 ,  G06Q30/016

Abstract: A system includes a contact center to provide an interaction between a customer and agent. A forms manager of the contact center generates a question for an evaluation form. A workforce management server connects with the forms manager, the workforce management server to schedule a work time for the agent. The workforce management server to schedule the forms manager to generate the evaluation form when the agent is working.

Abstract translation: 一个系统包括一个联络中心来提供客户和代理之间的交互。 联络中心的表单管理员会为评估表格生成问题。 劳动力管理服务器与表单管理器，劳动力管理服务器连接，为代理安排工作时间。 劳动力管理服务器安排表单管理器在代理工作时生成评估表单。

公开(公告)号：US20140334619A1

公开(公告)日：2014-11-13

申请号：US13960627

申请日：2013-08-06

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vidas Placiakis ,  Herbert Ristock ,  Nikolay Korolev ,  Merijn te Booij ,  Vitaliy Teryoshin

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/53333 ,  H04M2203/2077 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/403

Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.

Abstract translation: 一种用于设置联络中心的代理交叉技能启用级别的系统和方法。 在一个实施例中，执行一系列模拟以确定针对各种情况的最佳交叉技能使能水平，例如，代理人数，每个代理在每种技能的熟练程度以及需要每个技能的传入交互请求的速率 的各种技能。 创建查找表，随后在操作之前或实时操作期间在联络中心的配置期间使用查找表，以调整代理交叉技能启用级别。

公开(公告)号：US20170289355A1

公开(公告)日：2017-10-05

申请号：US15087511

申请日：2016-03-31

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Herbert Ristock

IPC: H04M3/523

Abstract: A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction. The processor suggests to return to the interaction at a time based on the patience time threshold, and performs the return interaction by the agent device based on the determination.

公开(公告)号：US20160349960A1

公开(公告)日：2016-12-01

申请号：US14726510

申请日：2015-05-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Praphul Kumar ,  Ashish Thakkar ,  Leonid Vymenets ,  Herbert Ristock

IPC: G06F3/0481 ,  H04M1/725 ,  H04M3/51 ,  G06F3/0484 ,  G06F3/0486

CPC classification number: G06F3/04817 ,  H04M1/72522 ,  H04M3/5133 ,  H04M3/5141 ,  H04M3/5158 ,  H04M2201/42 ,  H04M2242/08

Abstract: A system for managing interactions includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: identify first and second interactions by a user device, each of the first and second interactions being configured to alternately occupy a first area of a display screen of the user device; display an icon on the first area, the icon representing the second interaction, wherein attributes of the icon correspond to attributes of the second interaction; and modify the attributes of the icon based on a status of the second interaction.

Abstract translation: 用于管理交互的系统包括：处理器; 存储器，其中所述存储器存储指令，所述指令在由所述处理器执行时使得所述处理器：由用户设备识别第一和第二交互，所述第一和第二交互中的每一个被配置为交替地占据显示器的第一区域 用户设备的屏幕; 在所述第一区域上显示图标，所述图标表示所述第二交互，其中所述图标的属性对应于所述第二交互的属性; 并且基于第二交互的状态来修改图标的属性。

公开(公告)号：US09154627B2

公开(公告)日：2015-10-06

申请号：US13960627

申请日：2013-08-06

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vidas Placiakis ,  Herbert Ristock ,  Nikolay Korolev ,  Merijn te Booij ,  Vitaliy Teryoshin

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/53333 ,  H04M2203/2077 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/403

Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.

Abstract translation: 一种用于设置联络中心的代理交叉技能启用级别的系统和方法。 在一个实施例中，执行一系列模拟以确定针对各种情况的最佳交叉技能使能水平，例如，代理人数，每个代理在每种技能的熟练程度以及需要每个技能的传入交互请求的速率 的各种技能。 创建查找表，随后在操作之前或实时操作期间在联络中心的配置期间使用查找表，以调整代理交叉技能启用级别。