公开(公告)号：US09912812B2

公开(公告)日：2018-03-06

申请号：US14086933

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/42

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.

公开(公告)号：USD763863S1

公开(公告)日：2016-08-16

申请号：US29481141

申请日：2014-01-31

Applicant: Genesys Telecommunications Laboratories, Inc.

Designer： Leonid Vymenets ,  Praphul Kumar ,  Ashish Takkar ,  Briam Rodriguez

公开(公告)号：US20140177819A1

公开(公告)日：2014-06-26

申请号：US14086933

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/523

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.

Abstract translation: 一种用于通过图形用户界面为联络中心组成路由策略的系统和方法。 图形用户界面提供多个可选块和用于组合多个块中的选定块的工作空间。 多个块中的每个块与用于管理与联络中心的交互的逻辑相关联。 处理器接收相对于工作空间区域中的其他块的块中的一个的标识和工作空间区域中的位置的标识，并将识别的块放置在所识别的位置。 处理器基于工作空间区域中的块和工作区域中相对于彼此的块的位置来生成路由策略。 处理器还将工作区域中的块的布局存储为路由策略的路由图。 处理器根据激活的路由策略激活用于管理入站交互的路由策略。

公开(公告)号：US10701206B2

公开(公告)日：2020-06-30

申请号：US15201246

申请日：2016-07-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Benjamin Friend ,  Marat Irner ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Leonid Vymenets ,  Colin Leonard ,  Vladimir Mezhibovsky ,  Josef Eric Eisner

IPC: G06F3/0484 ,  H04M3/51 ,  H04L29/06 ,  G06F3/0481

Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

公开(公告)号：US20180205825A1

公开(公告)日：2018-07-19

申请号：US15910828

申请日：2018-03-02

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/51 ,  H04M3/42

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.

公开(公告)号：US09912813B2

公开(公告)日：2018-03-06

申请号：US14086944

申请日：2013-11-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Vidas Placiakis

IPC: H04M3/00 ,  H04M3/51 ,  G06T11/60 ,  G06T11/00 ,  G06T11/20 ,  G06Q10/10 ,  G06Q10/06 ,  G06Q50/30

CPC classification number: H04M3/5175 ,  G06Q10/06 ,  G06Q10/10 ,  G06Q50/30 ,  G06T11/001 ,  G06T11/206 ,  G06T11/60 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/401

Abstract: A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.

公开(公告)号：US20180004375A1

公开(公告)日：2018-01-04

申请号：US15201246

申请日：2016-07-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Benjamin Friend ,  Marat Irner ,  Christopher Connolly ,  Herbert Willi Artur Ristock ,  Leonid Vymenets ,  Colin Leonard ,  Vladimir Mezhibovsky ,  Josef Eric Eisner

IPC: G06F3/0484 ,  G06F3/0481 ,  H04M3/51 ,  H04M3/523

Abstract: A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.

公开(公告)号：USD802613S1

公开(公告)日：2017-11-14

申请号：US29574448

申请日：2016-08-15

Applicant: Genesys Telecommunications Laboratories, Inc.

Designer： Leonid Vymenets ,  Praphul Kumar ,  Ashish Thakkar ,  Briam Rodriguez

公开(公告)号：US09628623B2

公开(公告)日：2017-04-18

申请号：US14086936

申请日：2013-11-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  G06F3/048 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06F3/048 ,  G06Q10/06 ,  H04M3/5183 ,  H04M3/523 ,  H04M2201/42

Abstract: A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block 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。