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    Interaction request processing according to client pre-configured schedule
    103.
    发明授权
    Interaction request processing according to client pre-configured schedule 有权
    交互请求处理根据客户端预配置的时间表

    公开(公告)号：US09444936B2

    公开(公告)日：2016-09-13

    申请号：US13969442

    申请日：2013-08-16

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Yevgeniy Petrovykh ,  Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Alex Petrov

    IPC: H04M3/51 ,  H04M3/523

    CPC classification number: H04M3/5231 ,  G06Q10/06311 ,  H04M3/5158 ,  H04M3/5191 ,  H04M2203/2072 ,  H04M2242/28

    Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.

    Abstract translation: 提供了一种装置并且包括处理器和存储器，所述存储器存储当由处理器从非暂时物理介质执行时使处理器检测何时接收到针对调度处理配置的交互请求的指令，否则 注册在与联络中心相关联的服务接入点处，从请求中识别调度数据，并将调度数据连同请求标识和位置标识符一起添加到调度和报告应用中，响应于确定 要处理调度的交互请求，并根据调度数据路由或引起交互请求的处理。 根据一个实施例，调度数据包括用于处理请求的调度时间和日期。

    System for scheduling routing rules in a contact center based on forecasted and actual interaction load and staffing requirements
    106.
    发明授权
    System for scheduling routing rules in a contact center based on forecasted and actual interaction load and staffing requirements 有权
    基于预测和实际交互负载和人员配置要求在联络中心调度路由规则的系统

    公开(公告)号：US09424561B2

    公开(公告)日：2016-08-23

    申请号：US14642689

    申请日：2015-03-09

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Alan Wayne McCord

    IPC: H04L12/66 ,  G06Q10/10 ,  H04L12/24

    CPC classification number: H04M3/5238 ,  G06Q10/1093 ,  H04L12/66 ,  H04L41/00 ,  H04M3/5183 ,  H04M7/006

    Abstract: A system for scheduling resources and rules for routing includes a server connected to a network, a scheduling application executable from the server, and at least one programmable software agent for scheduling routing rules. The scheduling application receives statistics about forecast arrival rates for incoming interactions and current resource availability data and schedules resources and routing rules according to the forecast requirements the software agent propagating the portion of scheduling relative to the routing rules.

    Abstract translation: 用于调度用于路由的资源和规则的系统包括连接到网络的服务器，可从服务器执行的调度应用程序以及用于调度路由规则的至少一个可编程软件代理。 调度应用程序接收关于传入交互的预测到达速率和当前资源可用性数据的统计数据，并根据预测要求调度资源和路由规则，软件代理传播相对于路由规则的调度部分。

    Learning Based on Simulations of Interactions of a Customer Contact Center
    107.
    发明申请
    Learning Based on Simulations of Interactions of a Customer Contact Center 审中-公开
    基于客户联络中心相互作用模拟的学习

    公开(公告)号：US20160189558A1

    公开(公告)日：2016-06-30

    申请号：US14588331

    申请日：2014-12-31

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Conor McGann ,  Herbert Willi Artur Ristock ,  Yochai Konig ,  Joe Eisner ,  Vyacheslav Zhakov

    IPC: G09B9/00

    CPC classification number: G09B5/06 ,  G06Q30/016

    Abstract: A system and method for simulating an interaction between a customer and an agent of a customer contact center. A processor receives input conditions for simulating the interaction and generates a model of the customer based on the input conditions. The processor receives a first action from an agent device associated with the agent and updates a state of the simulation model based on the first action. The processor identifies a second action of the simulation model in response to the updated state, executes the second action, determines an outcome of the simulation, and provides the outcome to the agent device. In response to the outcome, the agent is prompted to take an action different from the second action.

    Abstract translation: 一种用于模拟客户和客户联络中心的代理之间的交互的系统和方法。 处理器接收用于模拟交互的输入条件，并基于输入条件生成客户的模型。 处理器从与代理相关联的代理设备接收第一动作，并且基于第一动作来更新仿真模型的状态。 处理器响应于更新的状态识别仿真模型的第二动作，执行第二动作，确定模拟的结果，并将结果提供给代理设备。 响应结果，代理被提示采取与第二动作不同的动作。

    Graphical user interface and method for testing and visually representing telephony state
    108.
    发明授权
    Graphical user interface and method for testing and visually representing telephony state 有权
    用于测试和可视化表示电话状态的图形用户界面和方法

    公开(公告)号：US09380162B2

    公开(公告)日：2016-06-28

    申请号：US13887227

    申请日：2013-05-03

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Mikhail G. Epiktetov

    IPC: H04M3/00 ,  H04M3/51 ,  H04M3/24 ,  H04L12/66 ,  H04N17/00 ,  H04M3/22 ,  H04M3/12

    CPC classification number: H04M3/5183 ,  G06F3/04817 ,  G06F3/0482 ,  G06F3/04847 ,  H04L61/605 ,  H04L65/1006 ,  H04L65/1066 ,  H04M1/57 ,  H04M3/241

    Abstract: In one implementation an apparatus is provided, comprising a processor and a memory, the memory storing instructions that when executed by the processor cause the processor to access a pre-designed graphical user interface (GUI) framework, load into the GUI, first party and third party call controls, load into the GUI, representations of telephony objects, load into the GUI, at least one interactive link to one or more scripting tools, load into the GUI, a interactive user control panel, load into the GUI, a digital tone detector, display the GUI on a computing appliance monitor, and display current call state for one or more call connection types.

    Abstract translation: 在一个实现中，提供了一种包括处理器和存储器的装置，所述存储器存储指令，所述指令在由所述处理器执行时使所述处理器访问预先设计的图形用户界面（GUI）框架，加载到所述GUI中，所述第一方和 第三方呼叫控制，加载到GUI中，电话对象的表示，加载到GUI中，至少一个到一个或多个脚本工具的交互链接，加载到GUI中，交互式用户控制面板，加载到GUI中，数字 色调检测器，在计算设备监视器上显示GUI，并显示一个或多个呼叫连接类型的当前呼叫状态。

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