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公开(公告)号：US20070198322A1
公开(公告)日：2007-08-23
申请号：US11359356
申请日：2006-02-22
申请人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Nies , Thomas Lyerly
发明人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Nies , Thomas Lyerly
IPC分类号： G06F17/30
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/0639 , G06Q10/06393 , G06Q10/06395 , G06Q10/06398 , G06Q50/20
摘要： Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
摘要翻译： 公开了用于在联络中心优化操作的集成过程的系统和方法。 在一个实施例中，该方法包括：定义联络中心业务目标; 至少规划一个运动来实现目标; 根据活动调度和部署劳动力以产生代理 - 客户交互; 衡量代理人在互动上的表现以产生质量指标; 分析指标以产生评级; 结合质量指标制定绩效指标; 并在第二个活动的规划步骤中使用绩效指标或第一个活动的另一个迭代。
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公开(公告)号：US20070016222A1
公开(公告)日：2007-01-18
申请号：US11174772
申请日：2005-07-05
申请人： Sean Madden , John Bourne
发明人： Sean Madden , John Bourne
IPC分类号： A61F9/00
CPC分类号： A61F9/00745 , A61B2090/037 , A61B2090/038
摘要： A tip assembly for a liquefaction surgical handpiece having a break-away or frangible tip protector. The tip protector protects the delicate tip from damage during handling and shipment, but is easily removed prior to use.
摘要翻译： 一种用于液化外科手术器具的尖头组件，具有脱离或易碎的尖端保护器。 尖端保护器在处理和运输过程中保护细小的尖端免受损坏，但在使用前易于拆卸。
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公开(公告)号：US20060089622A1
公开(公告)日：2006-04-27
申请号：US10970498
申请日：2004-10-21
申请人： John Bourne , Kenard Griffith , Douglas Francis
发明人： John Bourne , Kenard Griffith , Douglas Francis
IPC分类号： A61B17/00
CPC分类号： A61B17/32002 , A61B2017/00367 , A61B2017/00734 , A61B2090/0813
摘要： A surgical instrument includes an outer casing having a first portion for surrounding a motor, a second portion having for housing a plurality of buttons, and a third portion for providing a small body by which a user can control and manipulate the surgical instrument. A plurality of buttons are provided in the second portion of the outer casing, the buttons for controlling an operation of the motor. A switch cover for engaging with the second portion of the outer casing is also provided. The switch cover includes a relatively stiff skeleton and a plurality of relatively flexible portions that correspond with the plurality of buttons when the switch cover is engaged with the second portion of the outer casing. The flexible portions are adapted to provide external control of the buttons while the switch cover is engaged.
摘要翻译： 手术器械包括具有用于包围电动机的第一部分的外壳，具有用于容纳多个按钮的第二部分，以及用于提供用户可以通过该小身体来控制和操纵外科器械的第三部分。 多个按钮设置在外壳的第二部分中，用于控制马达的操作的按钮。 还提供了用于与外壳的第二部分接合的开关盖。 当开关盖与外壳的第二部分接合时，开关盖包括相对刚性的骨架和与多个按钮对应的多个相对柔性的部分。 柔性部分适于在开关盖接合时提供按钮的外部控制。
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公开(公告)号：US08112298B2
公开(公告)日：2012-02-07
申请号：US11359356
申请日：2006-02-22
申请人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Gordon Nies , Thomas Lyerly
发明人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Gordon Nies , Thomas Lyerly
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/0639 , G06Q10/06393 , G06Q10/06395 , G06Q10/06398 , G06Q50/20
摘要： Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
摘要翻译： 公开了用于在联络中心优化操作的集成过程的系统和方法。 在一个实施例中，该方法包括：定义联络中心业务目标; 至少规划一个运动来实现目标; 根据活动调度和部署劳动力以产生代理 - 客户交互; 衡量代理人在互动上的表现以产生质量指标; 分析指标以产生评级; 结合质量指标制定绩效指标; 并在第二个活动的规划步骤中使用绩效指标或第一个活动的另一个迭代。
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公开(公告)号：US07903568B2
公开(公告)日：2011-03-08
申请号：US11540739
申请日：2006-09-29
摘要： Systems and methods for providing recording of communications are provided. A representative method incorporates: providing recording as a service on a network such that: the network determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded and the network directs information corresponding to the IP packets associated with the communication to a long term storage device.
摘要翻译： 提供了提供通信记录的系统和方法。 代表性的方法包括：在网络上提供作为服务的记录，使得：网络确定由网络传送的因特网协议（IP）分组是否与要记录的通信相关联，并且网络指示信息 对应于与长期存储设备的通信相关联的IP分组。
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公开(公告)号：US20080005307A1
公开(公告)日：2008-01-03
申请号：US11540282
申请日：2006-09-29
IPC分类号： G06F15/173
CPC分类号： H04L41/5077 , H04L41/5035 , H04L63/00 , H04L63/30 , H04L67/1097 , H04L67/22
摘要： Systems and methods for providing recording as a network service are provided. A representative method incorporates: communicating instructions to a network, the instructions indicating that IP packets associated with a communication that is to be recorded are to be directed to long term storage such that the network: receives the instructions; determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded; and directs information corresponding to the IP packets associated with the communication to a long term storage device.
摘要翻译： 提供了提供记录作为网络服务的系统和方法。 代表性的方法包括：向网络传达指令，指示与要记录的通信相关联的IP分组被指向长期存储的指令，使得网络接收指令; 确定由网络传送的因特网协议（IP）分组是否与要记录的通信相关联; 并将与通信相关联的IP分组的信息指示给长期存储设备。
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公开(公告)号：US20080002719A1
公开(公告)日：2008-01-03
申请号：US11540739
申请日：2006-09-29
IPC分类号： H04L12/56
摘要： Systems and methods for providing recording of communications are provided. A representative method incorporates: providing recording as a service on a network such that: the network determines whether Internet Protocol (IP) packets, which are being communicated by the network, are associated with a communication that is to be recorded and the network directs information corresponding to the IP packets associated with the communication to a long term storage device.
摘要翻译： 提供了提供通信记录的系统和方法。 代表性的方法包括：在网络上提供作为服务的记录，使得：网络确定由网络传送的因特网协议（IP）分组是否与要记录的通信相关联，并且网络指示信息 对应于与长期存储设备的通信相关联的IP分组。
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