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11.发明申请METHOD FOR SIMULATING SCREEN SHARING FOR MULTIPLE APPLICATIONS RUNNING CONCURRENTLY ON A MOBILE PLATFORM 有权用于模拟多个应用程序的屏幕共享的方法在移动平台上同时运行公开(公告)号：US20140380336A1
公开(公告)日：2014-12-25
申请号：US14479197
申请日：2014-09-05
Inventor： David Beilis , Adrian Lee-Kwen
CPC classification number: G06F3/0481 , G06F3/00 , G06F9/54 , G06F9/546 , G06F17/212 , G06F17/30289 , G06F2203/04804 , G06F2209/545 , G09G5/377 , H04W88/02
Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.
Abstract translation: 用于在移动平台上的多个应用程序之间共享物理显示屏幕的系统包括互联网连接的客户端设备和从非暂时物理介质在客户端设备上执行的软件，该软件向多个应用中的一个提供支配权 运行的应用程序，减轻多个运行应用程序之间的应用程序背景透明度的第二功能，建立多个运行应用程序之间的消息传递机制和协议的第三功能，以及使得主要应用程序能够截取针对多个运行应用程序中的个人的数字输入的第四功能 运行应用程序并将输入发送到适当的应用程序。
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公开(公告)号：US20140181676A1
公开(公告)日：2014-06-26
申请号：US14086934
申请日：2013-11-21
Inventor： Dmytro Samborskyy , Leonid Vymenets , Michael Lyubinin , David Beilis , Vyacheslav Zhakov
IPC: H04L12/24
CPC classification number: H04L41/22 , G06Q10/00 , G06Q10/063114 , H04M3/5175 , H04M2201/42
Abstract: A system and method for providing a dashboard user interface for contact center monitoring. The dashboard user interface includes a first display widget displaying a first metric for a first contact center object according to a first display format. A processor receives user actuation of an option provided by the dashboard to add a second display widget. In response to the user actuation of the option to add, the processor displays a template for generating the second display widget. The template is configured to prompt for input of a second contact center object, a second metric to be displayed for the second contact center object, and identification of a second display format. The processor generates the second widget based on information input via the template, and displays the second widget on the dashboard. A user may move the first and second widgets as desired on the dashboard.
Abstract translation: 一种用于提供用于联络中心监控的仪表板用户界面的系统和方法。 仪表板用户界面包括根据第一显示格式显示第一联络中心对象的第一度量的第一显示小部件。 处理器接收由仪表板提供的选项的用户动作以添加第二显示小部件。 响应于用户激活添加的选项，处理器显示用于生成第二显示小部件的模板。 模板被配置为提示输入第二联络中心对象，为第二联络中心对象显示的第二度量以及第二显示格式的标识。 处理器基于通过模板输入的信息生成第二小部件，并在仪表板上显示第二小部件。 用户可以根据需要在仪表板上移动第一和第二小部件。
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13.发明授权公开(公告)号：US10607167B2
公开(公告)日：2020-03-31
申请号：US14882399
申请日：2015-10-13
Inventor： Herbert Willi Artur Ristock , Adrian Lee-Kwen , David Beilis , Christopher Connolly , Liyuan Qiao , Merijn te Booij , James Kraeutler
Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.
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公开(公告)号：US10194028B2
公开(公告)日：2019-01-29
申请号：US15910828
申请日：2018-03-02
Inventor： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Adrian Lee-Kwen
Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.
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公开(公告)号：US10171672B2
公开(公告)日：2019-01-01
申请号：US15887505
申请日：2018-02-02
Inventor： Cliff Bell , Daniel Stoops , Sergey Fedorov , Herbert Willi Artur Ristock , David Beilis , Adrian Lee-Kwen
Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.
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Patent Agency Ranking
公开(公告)号：US20180375998A1
公开(公告)日：2018-12-27
申请号：US15635168
申请日：2017-06-27
Inventor： David Beilis , Vasiliy Malakhov , Arnaud Lejeune
CPC classification number: H04M3/5175 , H04L51/02 , H04L51/043 , H04L51/14 , H04L67/22 , H04M3/42382 , H04M3/5191 , H04M2203/401 , H04M2203/404
Abstract: In a method for managing a contact center system, the method includes: retrieving, by a processor, performance metric data for a plurality of performance metrics of the contact center system; initiating, by the processor, a text-based chat communication with a first electronic device operated by a first agent; displaying, by the processor, an alert during the text-based chat communication, the alert being indicative that a first performance metric from among the plurality of performance metrics is outside a predetermined range of values; and displaying, by the processor, the first performance metric in a chat interface of the text-based chat communication.
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公开(公告)号：US20180063327A1
公开(公告)日：2018-03-01
申请号：US15253759
申请日：2016-08-31
Inventor： Josef Eric Eisner , David Beilis , Herbert Willi Artur Ristock
CPC classification number: H04M3/5183 , H04M3/42221 , H04M3/5133 , H04M3/5175 , H04M7/0024 , H04M7/003 , H04M2203/556
Abstract: A method for anticipating and preloading data in a customer contact center, the method comprising: monitoring, by a processor, an interaction of an agent of the customer contact center, with an agent device, during a communication session with a customer of the customer contact center; anticipating, by the processor, data to be accessed during a communication session; pre-loading, by the processor, the data in a memory device; detecting, by the processor, a request for the data; and providing, by the processor, the data for output on the agent device in response to the request.
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18.发明申请公开(公告)号：US20170103360A1
公开(公告)日：2017-04-13
申请号：US14882399
申请日：2015-10-13
Inventor： Herbert Willi Artur Ristock , Adrian Lee-Kwen , David Beilis , Christopher Connolly , Liyuan Qiao , Merijn te Booij , James Krautler
CPC classification number: G06Q10/063114 , G06Q10/063112 , H04L67/10 , H04L67/12 , H04L67/18 , H04L67/20 , H04L67/28 , H04L67/32 , H04L67/42
Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.
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公开(公告)号：US20180205825A1
公开(公告)日：2018-07-19
申请号：US15910828
申请日：2018-03-02
Inventor： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Adrian Lee-Kwen
CPC classification number: H04M3/5175 , H04M3/42161 , H04M3/5183 , H04M2201/42 , H04M2203/158 , H04M2203/355 , H04M2203/408
Abstract: A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.
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20.发明申请公开(公告)号：US20180097940A1
公开(公告)日：2018-04-05
申请号：US15283003
申请日：2016-09-30
Inventor： David Beilis , Adrian Lee-Kwen , Michael Orr , Herbert Willi Artur Ristock
CPC classification number: H04M3/5235 , G06F17/27 , G06F17/2755 , G06F17/2775 , G06F17/2785 , H04M3/5166 , H04M2203/2061 , H04M2203/357
Abstract: In a system for dynamically generating an execution flow for a customer contact center, the system includes: a switch; a processor coupled to the switch; and a memory coupled to the processor, wherein the memory stores instructions that, when executed by the processor, cause the processor to: receive customer input related to an ongoing communication session; perform natural language processing on the customer input to identify a plurality of intent parameters including a customer objective; generate an execution flow for achieving the customer objective based on the plurality of intent parameters; and transmit a signal to the switch for routing the ongoing communication session to a contact center resource according to the execution flow.
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