公开(公告)号：US20170111507A1

公开(公告)日：2017-04-20

申请号：US14887310

申请日：2015-10-19

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Conor McGann ,  Bharath Aravamudhan ,  Petr Makagon ,  Herbert Willi Artur Ristock ,  Yochai Konig ,  Gregory Duclos ,  Vyacheslav Zhakov ,  Damjan Pelemis

IPC: H04M3/523 ,  G06Q10/06 ,  G06N5/04

CPC classification number: H04M3/5232 ,  G06N5/04 ,  G06N99/00 ,  G06Q10/063112 ,  H04L29/08 ,  H04L67/02 ,  H04L67/18 ,  H04L67/20 ,  H04L67/22 ,  H04L67/306 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2203/40 ,  H04M2203/401

Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.

公开(公告)号：US20150350443A1

公开(公告)日：2015-12-03

申请号：US14723431

申请日：2015-05-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Praphul Kumar ,  Leonid Vymenets ,  Herbert Willi Artur Ristock ,  Vyacheslav Zhakov

IPC: H04M3/523

Abstract: In a system for managing an interaction flow, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the predesigned interaction flows relevant to the communication.

Abstract translation: 在用于管理交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器在其上存储有指令，所述指令在被所述处理器执行时使得所述处理器：从用户设备接收通信; 将与通信的一个或多个主题相对应的数据存储在存储器中; 将数据与参数进行比较，用于识别与通信相关的一个或多个预先设计的交互流的多个预先设计的交互流; 以及响应于识别与所述通信相关的所述预先设计的交互流中的一个或多个，将所述通信路由到相应的联络中心资源。

公开(公告)号：US20150092571A1

公开(公告)日：2015-04-02

申请号：US14566680

申请日：2014-12-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vyacheslav Zhakov ,  Vyacheslav Valentinovich Sayko

IPC: H04M7/12 ,  H04M3/56 ,  H04M7/00 ,  H04M3/42 ,  H04L29/06

CPC classification number: H04M7/129 ,  H04L65/1006 ,  H04L65/105 ,  H04L65/1053 ,  H04L65/1096 ,  H04M3/42017 ,  H04M3/42221 ,  H04M3/42323 ,  H04M3/4285 ,  H04M3/56 ,  H04M7/0033

Abstract: A Session Initiation Protocol (SIP) service system includes a SIP-enabled soft switch at a telephony service provider, executing code from a coupled machine-readable medium, routing SIP transactions to remote destinations, a media server coupled to the SIP-enabled soft switch storing media including ring tones and music-on-hold for use in progressing transactions, and an interface to a wide-area-network (WAN) for transmitting transactions and media.The SIP-enabled soft switch determines for each transaction from stored data whether media services are to be provided or not provided for that destination, and in the event media services are not to be provided, alters packet data to indicate media services to be provided by a server local to the destination.

Abstract translation: 会话发起协议（SIP）服务系统包括在电话服务提供商处的支持SIP的软交换机，从耦合的机器可读介质执行代码，将SIP事务路由到远程目的地，耦合到启用SIP的软交换机的媒体服务器 存储包括铃声和音乐保持在内的用于进行交易的媒体，以及用于传送交易和媒体的广域网（WAN）的接口。 启用S​​IP的软交换机从存储的数据确定每个交易是否要为该目的地提供媒体服务，并且在不提供媒体服务的情况下，改变分组数据以指示要由 服务器本地到目的地。

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。

公开(公告)号：US09325844B2

公开(公告)日：2016-04-26

申请号：US14582164

申请日：2014-12-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vyacheslav Zhakov ,  Petr Makagon

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F9/50 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

公开(公告)号：US20160036972A1

公开(公告)日：2016-02-04

申请号：US14445629

申请日：2014-07-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Yochai Konig ,  Vyacheslav Zhakov ,  Vyacheslav Sayko ,  Eric Tamblyn

IPC: H04M3/51 ,  H04M3/22

CPC classification number: H04M3/5175 ,  H04M3/2227 ,  H04M2242/12

Abstract: A system and method include a processor and a memory, where the memory stores instructions, which when executed by the processor, causes the processor to determine whether a session is hard-to-understand. When the session is hard-to-understand the processor provides an adjustment for the session.

Abstract translation: 系统和方法包括处理器和存储器，其中存储器存储指令，当处理器执行时，指令使处理器确定会话是否难以理解。 当会话难以理解时，处理器为会话提供调整。

公开(公告)号：US20150256677A1

公开(公告)日：2015-09-10

申请号：US14201648

申请日：2014-03-07

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Yochai Konig ,  Morad Ankri ,  Vyacheslav Zhakov

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  H04M3/5233 ,  H04M2203/6045 ,  H04M2203/6081 ,  H04M2203/654

Abstract: An apparatus includes: a processor; and memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: identify a plurality of parameters prior to initiating an interaction request; transmit the interaction request to a server to initiate an interaction with a contact center, the interaction request comprising the plurality of parameters; and receive information regarding the interaction after termination of the interaction with the contact center.

Abstract translation: 一种装置包括：处理器; 和存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器在发起交互请求之前识别多个参数; 将所述交互请求发送到服务器以发起与联络中心的交互，所述交互请求包括所述多个参数; 并且在与联络中心的交互终止之后接收关于交互的信息。

公开(公告)号：US08989367B2

公开(公告)日：2015-03-24

申请号：US14025806

申请日：2013-09-12

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vyacheslav Zhakov ,  Petr Makagon

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F9/50 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

Abstract translation: 用于监视联络中心的部署状态的系统和方法。 处理器将联络中心的状态从第一部署状态迁移到第二部署状态。 处理器记录从第一部署状态迁移到第二部署状态的步骤，并将记录的步骤与描述第二部署状态的元数据相关联地存储。 处理器监视第二状态的健康状况，并且响应于确定第二部署状态是不正常的而采取将联络中心的状态移动到健康状态的动作。 迁移可以基于检测与联络中心的操作有关的条件。 处理器基于用于将联络中心的状态从第一部署状态迁移到第二部署状态的检测条件，动态地调整联络中心的至少一个硬件或软件资源。

公开(公告)号：US20140181676A1

公开(公告)日：2014-06-26

申请号：US14086934

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

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。

公开(公告)号：US20140086401A1

公开(公告)日：2014-03-27

申请号：US14025806

申请日：2013-09-12

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Vyacheslav Zhakov ,  Petr Makagon

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06F9/45558 ,  G06F9/50 ,  G06F2009/4557 ,  G06F2009/45575 ,  G06Q10/0631 ,  H04M3/51 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M2201/42 ,  H04M2201/54 ,  H04M2203/355 ,  H04M2203/402 ,  H04M2203/408

Abstract: A system and method for monitoring deployment states of a contact center. A processor migrates a state of the contact center from a first deployment state to a second deployment state. The processor records the steps in migrating from the first deployment state to the second deployment state, and stores the recorded steps in association with metadata describing the second deployment state. The processor monitors health of the second state, and takes an action for moving the state of the contact center to a healthy state in response to determining that the second deployment state is unhealthy. The migrating may be based on detecting a condition relating to operation of the contact center. The processor dynamically adjusts at least one hardware or software resource for the contact center based on the detected condition for migrating the state of the contact center from the first to the second deployment state.

Abstract translation: 用于监视联络中心的部署状态的系统和方法。 处理器将联络中心的状态从第一部署状态迁移到第二部署状态。 处理器记录从第一部署状态迁移到第二部署状态的步骤，并将记录的步骤与描述第二部署状态的元数据相关联地存储。 处理器监视第二状态的健康状况，并且响应于确定第二部署状态是不正常的而采取将联络中心的状态移动到健康状态的动作。 迁移可以基于检测与联络中心的操作有关的条件。 处理器基于用于将联络中心的状态从第一部署状态迁移到第二部署状态的检测条件，动态地调整联络中心的至少一个硬件或软件资源。