-
公开(公告)号：US10162685B2
公开(公告)日：2018-12-25
申请号：US15818191
申请日：2017-11-20
发明人： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
摘要： Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.
-
公开(公告)号：US20180027116A1
公开(公告)日：2018-01-25
申请号：US15457761
申请日：2017-03-13
CPC分类号： H04M3/5183 , H04L67/306 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2201/36 , H04M2203/403
摘要： A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.
-
公开(公告)号：US09674361B2
公开(公告)日：2017-06-06
申请号：US14754484
申请日：2015-06-29
发明人： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC分类号： H04M3/5191 , G06F9/48 , G06Q10/06316 , H04L29/08 , H04L67/1008 , H04L67/327 , H04M3/5175
摘要： Systems and methods are shown for organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects to an agent based on order of priority or workflow strategy.
-
公开(公告)号：US09596350B1
公开(公告)日：2017-03-14
申请号：US15216622
申请日：2016-07-21
CPC分类号： H04M3/5183 , H04L67/306 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2201/36 , H04M2203/403
摘要： A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.
摘要翻译： 联络中心具有用于接收请求与代理交互的通信的通道，提供接收到的通信的连接能力的代理站以及连接到LAN的虚拟交互（VI）服务器，并且在非暂时介质上在处理器上执行VI软件。 VI服务器基于确定未来通信的预期接收，VI关联源，意图，关于源的一组数据和代理站目的地，创建并存储虚拟交互对象，并且创建的VI是 存储并与来自与VI相关联的源的真实传入通信相匹配，然后通过将来话呼叫源与VI中相关联的代理目的地连接，将VI实例化为实时交互。
-
-
-
搜索结果
14 条记录 (耗时 0.019 秒)
