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11.发明授权公开(公告)号：US09444936B2
公开(公告)日：2016-09-13
申请号：US13969442
申请日：2013-08-16
Inventor： Yevgeniy Petrovykh , Herbert Willi Artur Ristock , Vidas Placiakis , Alex Petrov
CPC classification number: H04M3/5231 , G06Q10/06311 , H04M3/5158 , H04M3/5191 , H04M2203/2072 , H04M2242/28
Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
Abstract translation: 提供了一种装置并且包括处理器和存储器，所述存储器存储当由处理器从非暂时物理介质执行时使处理器检测何时接收到针对调度处理配置的交互请求的指令，否则 注册在与联络中心相关联的服务接入点处，从请求中识别调度数据，并将调度数据连同请求标识和位置标识符一起添加到调度和报告应用中，响应于确定 要处理调度的交互请求，并根据调度数据路由或引起交互请求的处理。 根据一个实施例，调度数据包括用于处理请求的调度时间和日期。
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公开(公告)号：US20180205827A1
公开(公告)日：2018-07-19
申请号：US15922784
申请日：2018-03-15
Inventor： Yevgeniy Petrovykh , Herbert Willi Artur Ristock , Vidas Placiakis , Alex Petrov
CPC classification number: H04M3/5231 , G06Q10/06311 , H04M3/5158 , H04M3/5191 , H04M2203/2072 , H04M2242/28
Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
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公开(公告)号：US20180074866A1
公开(公告)日：2018-03-15
申请号：US15818191
申请日：2017-11-20
Inventor： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC classification number: G06F9/5083 , G06Q10/00 , G06Q10/06316 , H04M3/523 , H04M2201/40 , H04M2203/2038 , H04M2203/556 , Y04S10/54
Abstract: 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.
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公开(公告)号：US20160381223A1
公开(公告)日：2016-12-29
申请号：US15261826
申请日：2016-09-09
Inventor： Yevgeniy Petrovykh , Herbert Willi Artur Ristock , Vidas Placiakis , Alex Petrov
CPC classification number: H04M3/5231 , G06Q10/06311 , H04M3/5158 , H04M3/5191 , H04M2203/2072 , H04M2242/28
Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
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公开(公告)号：US20140334619A1
公开(公告)日：2014-11-13
申请号：US13960627
申请日：2013-08-06
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/5175 , H04M3/53333 , H04M2203/2077 , H04M2203/401 , H04M2203/402 , H04M2203/403
Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.
Abstract translation: 一种用于设置联络中心的代理交叉技能启用级别的系统和方法。 在一个实施例中，执行一系列模拟以确定针对各种情况的最佳交叉技能使能水平，例如，代理人数，每个代理在每种技能的熟练程度以及需要每个技能的传入交互请求的速率 的各种技能。 创建查找表，随后在操作之前或实时操作期间在联络中心的配置期间使用查找表，以调整代理交叉技能启用级别。
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Patent Agency Ranking
公开(公告)号：US10348899B2
公开(公告)日：2019-07-09
申请号：US15922784
申请日：2018-03-15
Inventor： Yevgeniy Petrovykh , Herbert Willi Artur Ristock , Vidas Placiakis , Alex Petrov
Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
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公开(公告)号：US10162685B2
公开(公告)日：2018-12-25
申请号：US15818191
申请日：2017-11-20
Inventor： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
Abstract: 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.
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公开(公告)号：US09912813B2
公开(公告)日：2018-03-06
申请号：US14086944
申请日：2013-11-21
Inventor： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Vidas Placiakis
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.
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公开(公告)号：US20180027116A1
公开(公告)日：2018-01-25
申请号：US15457761
申请日：2017-03-13
Inventor： Vadim Dymshyts , Vidas Placiakis , Nikolay I. Korolev , Herbert Willi Artur Ristock
CPC classification number: H04M3/5183 , H04L67/306 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2201/36 , H04M2203/403
Abstract: 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.
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公开(公告)号：US09674361B2
公开(公告)日：2017-06-06
申请号：US14754484
申请日：2015-06-29
Inventor： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC classification number: H04M3/5191 , G06F9/48 , G06Q10/06316 , H04L29/08 , H04L67/1008 , H04L67/327 , H04M3/5175
Abstract: 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.
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