公开(公告)号：US07734032B1

公开(公告)日：2010-06-08

申请号：US10815534

申请日：2004-03-31

Applicant: Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  Rodney A. Thomson

Inventor： Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  Rodney A. Thomson

IPC: H04M3/00

CPC classification number: H04M3/523 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2203/408

Abstract: The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.

Abstract translation: 本发明涉及一种用于维修触点的联络中心，其具有（a）输入以从第一客户接收第一联系人; （b）选择器（i），用于确定第一联系人是否与与第一客户的另一联系有关;以及（ii）当第一联系人与第一客户的另一联系有关时，与第一客户的第一联系人不同， 联系与第一个客户的另一个联系无关; 和/或（c）重复接触确定代理（i）在所选择的时间段内跟踪多个代理的集合，由代理集合服务的与由多个代理服务的另一个联系人相关的联系人的数量 代理人和（ii）为每个代理人维护指示一个或多个（a）在所选择的时间段期间由所设置的代理服务的联系人中的一个或多个的指示符，其不与被服务的另一联系人有关 由代理人和（b）在所选时间段内由代理人设置的与由代理人服务的另一联系人有关的许多联系人。

公开(公告)号：US20130275416A1

公开(公告)日：2013-10-17

申请号：US13444461

申请日：2012-04-11

Applicant: Rodney A. Thomson ,  Brian J. Reynolds

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: G06F17/30

CPC classification number: G06Q10/06393 ,  G06F16/24578 ,  G06F16/907 ,  G06Q10/06 ,  G06Q10/06398

Abstract: Methods and systems for automatically providing a relevancy score with respect to reports or groups of resources are provided. In particular, a proposed report or group of resources is input or otherwise defined by a user. The proposed report is then compared to predefined reports. A relevancy score for each of a plurality of predefined reports with respect to the proposed report is calculated and output to the user. The relevancy score can be reported as a percentage.

Abstract translation: 提供了关于报告或资源组自动提供相关性分数的方法和系统。 特别地，提出的报告或资源组由用户输入或以其他方式定义。 然后将拟议的报告与预定义的报告进行比较。 计算相对于所提出的报告的多个预定义报告中的每一个的相关性得分并将其输出给用户。 相关性得分可以报告百分比。

公开(公告)号：US20130243179A1

公开(公告)日：2013-09-19

申请号：US13419088

申请日：2012-03-13

Applicant: Rodney A. Thomson ,  Brian J. Reynolds

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: H04M3/00

CPC classification number: H04M3/00 ,  H04M3/5175

Abstract: Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle contacts for a selected queue associated with an automatic call distribution system is presented to a supervisor. The supervisor can make agent assignments from the ranked list at the discretion of the supervisor. The assignment or reassignment can be effected by the supervisor through control inputs entered through the user interface. These control inputs can include reconfiguring agent and/or queue attributes. In addition, assignments can be effected through communications to agents made by the supervisor that are initiated through the user interface.

Abstract translation: 提供了用于支持自动呼叫分配系统的监视和控制的方法和系统。 特别地，可以分配用于处理与自动呼叫分配系统相关联的所选择的队列的联系人的候选代理的排名列表被呈现给主管。 主管可以由主管自行决定从排名列表中进行代理分配。 分配或重新分配可以由主管通过用户界面输入的控制输入来实现。 这些控制输入可以包括重新配置代理和/或队列属性。 另外，通过与通过用户界面发起的由主管进行的代理的通信可以实现分配。

公开(公告)号：US20100036670A1

公开(公告)日：2010-02-11

申请号：US12186905

申请日：2008-08-06

Applicant: Deborah Hill ,  Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Katherine A. Sobus ,  Rodney A. Thomson

Inventor： Deborah Hill ,  Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Katherine A. Sobus ,  Rodney A. Thomson

IPC: G06Q99/00

CPC classification number: H04M3/523 ,  G06Q30/016 ,  G06Q30/02 ,  H04L67/18 ,  H04L67/24 ,  H04M2242/30 ,  H04W4/029

Abstract: A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

Abstract translation: 提供了一个联络中心，可通过移动信息亭为内部客户提供服务。 移动信息亭可由客户或现场客户服务代表携带。 移动信息站可以在联络中心联系人队列中排队，使得可以通过与企业数据库，供应商数据库接口以及向客户联系人分配适当技术的联络中心代理来提供增强的客户服务。

公开(公告)号：US07558739B2

公开(公告)日：2009-07-07

申请号：US10278445

申请日：2002-10-22

Applicant: Rodney A. Thomson

Inventor： Rodney A. Thomson

IPC: G06F9/46 ,  H04M3/42 ,  H04W24/00

CPC classification number: G06Q30/02 ,  G06Q10/06311 ,  G06Q30/0201

Abstract: The present invention is related to the maintenance of on-site enterprise service level objectives. In particular, wait times experienced by individual consumers are monitored. Wait time monitoring may be in response to a request for assistance made by a consumer. The monitoring of wait times may also begin when the consumer enters a particular area of an enterprise site, for example a checkout area. Request for assistance and location information may be obtained from a consumer wireless device in communication with a wireless network infrastructure at the enterprise site. Requests for assistance, including check-out assistance, may be placed in queues maintained by applications on an enterprise server for distributing resources at the enterprise site.

Abstract translation: 本发明涉及现场企业服务水平目标的维护。 特别是监控个体消费者经历的等待时间。 等待时间监控可能是响应消费者提供的帮助请求。 等待时间的监视也可以在消费者进入企业站点的特定区域（例如结账区域）时开始。 可以从与企业站点的无线网络基础设施通信的消费者无线设备获得协助请求和位置信息。 协助请求（包括退房协助）可能会放置在企业服务器上的应用程序维护的队列中，以便在企业站点分发资源。

公开(公告)号：US07936867B1

公开(公告)日：2011-05-03

申请号：US11464737

申请日：2006-08-15

Applicant: Deborah Jeanne Hill ,  Sarah Hildebrandt Kiefhaber ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  Rodney A. Thomson

Inventor： Deborah Jeanne Hill ,  Sarah Hildebrandt Kiefhaber ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  Rodney A. Thomson

IPC: H04M3/00

CPC classification number: H04M3/5233 ,  H04M2242/22

Abstract: A contact center that includes: (a) an input 200 operable to receive a contact; (b) a task expert module 232 to (i) identify a plurality of tasks 400 associated with the contact; (ii) group the tasks 400 into first and second task sets; and (iii) queue the first and second task sets at different positions in at least one queue 208; and (c) an agent and work item selector 220 to assign the first task set to a first agent for servicing while maintaining the second task set in the at least one queue 208.

Abstract translation: 一种联络中心，包括：（a）可操作以接收联系人的输入200; （b）任务专家模块232，以（i）识别与该联系人相关联的多个任务400; （ii）将任务400分组为第一和第二任务集; 和（iii）将至少一个队列208中的第一和第二任务集排队在不同位置; 以及（c）代理和工作项选择器220，用于在将所述第二任务集保持在所述至少一个队列208中的同时将所述第一任务集分配给第一代理进行维护。

公开(公告)号：US20100296646A1

公开(公告)日：2010-11-25

申请号：US12776013

申请日：2010-05-07

Applicant: Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

Inventor： Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

IPC: H04M3/00 ,  H04L12/56 ,  H04W40/00 ,  G06Q30/00

CPC classification number: H04M3/5235 ,  G06Q10/107 ,  G06Q30/01 ,  G06Q30/02 ,  G06Q30/0601 ,  H04L41/147 ,  H04L41/5009 ,  H04L41/5022 ,  H04L41/5064 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M2203/551

Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.

Abstract translation: 本发明涉及一种用于维护联络中心中的交易的方法。 当与事务相关联的即时消息通信过早地被暂停时，可以向事务发起者提供特殊处理。 特殊待遇包括：（a）维护交易的分配服务优先级，以转交给后续通信; （b）将后续出站即时消息调度到与所述事务发起者相关联的外部端点; （c）当联络中心接收到后续的入站即时消息时，向交易发起者分配优惠服务优先权; 和（d）将先前选择的项目保持在存储器中，并在随后的通信中将项目提供给交易启动器。

公开(公告)号：US07822587B1

公开(公告)日：2010-10-26

申请号：US11242687

申请日：2005-10-03

Applicant: Roger I. Krimstock ,  Rodney A. Thomson

Inventor： Roger I. Krimstock ,  Rodney A. Thomson

IPC: G06G7/48 ,  H04M3/00 ,  G06F9/46 ,  G06F11/34 ,  G06F9/44

CPC classification number: G06F21/6218 ,  G06F2221/2141

Abstract: A database schema architecture and operators therefor is disclosed for storing data providing information about membership of items in one or more groups, wherein when such a group is a simulated group, access to group item data related to activities of the group items prior to creation of the simulated group is provided. When such a group is an actual group, access to group item data related to activities of the group items prior to creation of the group is constrained such that group entities have database Type 2 behavior. The architecture provides a common schema for both actual and simulated groups. The architecture provides the ability to create simulated or hypothesized groups of agents in a contact center, wherein the groups can be evaluated using agents' past performance. Such groups are represented by the same schemas as actual groups, and the data entities for the actual groups exhibit Type 2 database behavior.

Abstract translation: 一种用于存储提供关于一个或多个组中的项目的成员资格的信息的数据库模式架构及其操作者，其中当这样的组是模拟组时，在创建模拟组之前访问与组项目的活动相关的组项目数据 组提供。 当这样的组是实际组时，限制组创建之前与组项目的活动相关的组项目数据的访问，使得组实体具有数据库类型2行为。 该架构为实际组和模拟组提供了一个通用模式。 该架构提供了在联络中心中创建模拟或假设的代理组的能力，其中可以使用代理的过去绩效来评估组。 这样的组由与实际组相同的模式表示，实际组的数据实体表现出2类数据库行为。

公开(公告)号：US06636598B1

公开(公告)日：2003-10-21

申请号：US09490789

申请日：2000-01-24

Applicant: Rodney A. Thomson ,  Thomas S. Fisher ,  Joylee Kohler

Inventor： Rodney A. Thomson ,  Thomas S. Fisher ,  Joylee Kohler

IPC: H04M300

CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M2201/14

Abstract: An automated transaction distribution system assigns an incoming transaction (call, text chat, email, fax, etc.) to an agent who is selected to handle the transaction. If the best agent to select is not available because he or she is handling another transaction, taking a break, in a meeting, or otherwise unavailable, the incoming transaction may still be assigned if the selected agent is expected to become available within an acceptable time period for that type of transaction.

Abstract translation: 自动交易分配系统将进入的交易（呼叫，文本聊天，电子邮件，传真等）分配给被选择处理交易的代理。 如果由于他或她正在处理另一笔交易，休会，会议或其他不可用而选择的最佳代理人不可用，则如果所选代理人预期在可接受的时间内可用，则仍可分配进入的交易 期间这种交易。

公开(公告)号：US09020132B2

公开(公告)日：2015-04-28

申请号：US13419088

申请日：2012-03-13

Applicant: Rodney A. Thomson ,  Brian J. Reynolds

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: H04M3/523 ,  H04M3/00 ,  H04M3/51

CPC classification number: H04M3/00 ,  H04M3/5175

Abstract: Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle contacts for a selected queue associated with an automatic call distribution system is presented to a supervisor. The supervisor can make agent assignments from the ranked list at the discretion of the supervisor. The assignment or reassignment can be effected by the supervisor through control inputs entered through the user interface. These control inputs can include reconfiguring agent and/or queue attributes. In addition, assignments can be effected through communications to agents made by the supervisor that are initiated through the user interface.

Abstract translation: 提供了用于支持自动呼叫分配系统的监视和控制的方法和系统。 特别地，可以分配用于处理与自动呼叫分配系统相关联的所选队列的联系人的候选代理的排名列表被呈现给主管。 主管可以由主管自行决定从排名列表中进行代理分配。 分配或重新分配可以由主管通过用户界面输入的控制输入来实现。 这些控制输入可以包括重新配置代理和/或队列属性。 另外，通过与通过用户界面发起的由主管进行的代理的通信可以实现分配。