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    CONTACT CENTER MONITORING
    11.
    发明申请
    CONTACT CENTER MONITORING 有权
    联络中心监控

    公开(公告)号：US20130223613A1

    公开(公告)日：2013-08-29

    申请号：US13408830

    申请日：2012-02-29

    Applicant: Onkar Birk ,  Jeff Chu ,  Barrett Davis ,  Rodney A. Thomson ,  Brian J. Reynolds

    Inventor： Onkar Birk ,  Jeff Chu ,  Barrett Davis ,  Rodney A. Thomson ,  Brian J. Reynolds

    IPC: H04M3/22

    CPC classification number: H04M3/5237 ,  H04M3/5175 ,  H04M2201/42

    Abstract: Methods and systems for providing a graphical depiction of a communication system incorporating multiple call centers distributed around the globe are provided. The user interface can present the graphical depiction in two or three dimensions. In addition, the user interface can provide a view of details concerning the performance of communication system components or events affecting the performance of such components, and can enable a supervisor to manipulate contact center parameters.

    Abstract translation: 提供了用于提供包括分布在全球各地的多个呼叫中心的通信系统的图形描绘的方法和系统。 用户界面可以在两个或三个维度上呈现图形描述。 此外，用户界面可以提供关于通信系统组件的性能或影响这些组件的性能的事件的细节的视图，并且可以使主管能够操纵联络中心参数。

    Instant message contact management in a contact center
    12.
    发明授权
    Instant message contact management in a contact center 有权
    联络中心即时消息联系人管理

    公开(公告)号：US08457300B2

    公开(公告)日：2013-06-04

    申请号：US12776013

    申请日：2010-05-07

    Applicant: Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

    Inventor： Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

    IPC: H04M3/00 ,  H04M5/00

    CPC classification number: H04M3/5235 ,  G06Q10/107 ,  G06Q30/01 ,  G06Q30/02 ,  G06Q30/0601 ,  H04L41/147 ,  H04L41/5009 ,  H04L41/5022 ,  H04L41/5064 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M2203/551

    Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.

    Abstract translation: 本发明涉及一种用于维护联络中心中的交易的方法。 当与事务相关联的即时消息通信过早地被暂停时，可以向事务发起者提供特殊处理。 特殊待遇包括：（a）维护交易的分配服务优先级，以转交给后续通信; （b）将后续出站即时消息调度到与所述事务发起者相关联的外部端点; （c）当联络中心接收到后续的入站即时消息时，向交易发起者分配优惠服务优先权; 和（d）将先前选择的项目保持在存储器中，并在随后的通信中将项目提供给交易启动器。

    Using true value in routing work items to resources
    13.
    发明授权
    Using true value in routing work items to resources 有权
    在将工作项目路由到资源时使用真正的值

    公开(公告)号：US08000989B1

    公开(公告)日：2011-08-16

    申请号：US10815584

    申请日：2004-03-31

    Applicant: Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  Rodney A. Thomson

    Inventor： Sarah H. Kiefhaber ,  Joylee E. Kohler ,  Henry R. Paddock ,  Katherine A. Sobus ,  Rodney A. Thomson

    IPC: G06Q40/00

    CPC classification number: G06Q30/02 ,  G06Q10/0631 ,  G06Q30/0201 ,  G06Q40/00

    Abstract: The present invention is directed to a contact center 100 comprising (a) an input operable to receive a contact from a customer, the customer having an associated value to the contact center 100 and (b) a contact selector 216 operable to select a resource of the contact center 100 to service the contact based, at least in part, on the associated value. The associated value reflects one or more of a historic, predicted, and current monetary expense of the contact center to service the customer.

    Abstract translation: 本发明涉及一种联络中心100，其包括（a）可操作以从客户接收联系人的输入，所述客户具有与联络中心100相关联的值;以及（b）可操作以选择资源的联系人 该联络中心100至少部分地基于相关联的值来服务于该联系人。 相关价值反映了客户服务中心的一个或多个历史，预测和当前的货币支出。

    SCORING OF RESOURCE GROUPS
    14.
    发明申请
    SCORING OF RESOURCE GROUPS 审中-公开
    资源组划分

    公开(公告)号：US20130275416A1

    公开(公告)日：2013-10-17

    申请号：US13444461

    申请日：2012-04-11

    Applicant: Rodney A. Thomson ,  Brian J. Reynolds

    Inventor： Rodney A. Thomson ,  Brian J. Reynolds

    IPC: G06F17/30

    CPC classification number: G06Q10/06393 ,  G06F16/24578 ,  G06F16/907 ,  G06Q10/06 ,  G06Q10/06398

    Abstract: Methods and systems for automatically providing a relevancy score with respect to reports or groups of resources are provided. In particular, a proposed report or group of resources is input or otherwise defined by a user. The proposed report is then compared to predefined reports. A relevancy score for each of a plurality of predefined reports with respect to the proposed report is calculated and output to the user. The relevancy score can be reported as a percentage.

    Abstract translation: 提供了关于报告或资源组自动提供相关性分数的方法和系统。 特别地，提出的报告或资源组由用户输入或以其他方式定义。 然后将拟议的报告与预定义的报告进行比较。 计算相对于所提出的报告的多个预定义报告中的每一个的相关性得分并将其输出给用户。 相关性得分可以报告百分比。

    CONTACT CENTER AGENT FILTERING AND RELEVANCY RANKING
    15.
    发明申请
    CONTACT CENTER AGENT FILTERING AND RELEVANCY RANKING 有权
    联系中心代理过滤和相关排名

    公开(公告)号：US20130243179A1

    公开(公告)日：2013-09-19

    申请号：US13419088

    申请日：2012-03-13

    Applicant: Rodney A. Thomson ,  Brian J. Reynolds

    Inventor： Rodney A. Thomson ,  Brian J. Reynolds

    IPC: H04M3/00

    CPC classification number: H04M3/00 ,  H04M3/5175

    Abstract: Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle contacts for a selected queue associated with an automatic call distribution system is presented to a supervisor. The supervisor can make agent assignments from the ranked list at the discretion of the supervisor. The assignment or reassignment can be effected by the supervisor through control inputs entered through the user interface. These control inputs can include reconfiguring agent and/or queue attributes. In addition, assignments can be effected through communications to agents made by the supervisor that are initiated through the user interface.

    Abstract translation: 提供了用于支持自动呼叫分配系统的监视和控制的方法和系统。 特别地，可以分配用于处理与自动呼叫分配系统相关联的所选择的队列的联系人的候选代理的排名列表被呈现给主管。 主管可以由主管自行决定从排名列表中进行代理分配。 分配或重新分配可以由主管通过用户界面输入的控制输入来实现。 这些控制输入可以包括重新配置代理和/或队列属性。 另外，通过与通过用户界面发起的由主管进行的代理的通信可以实现分配。

    Method and apparatus for meeting an on-site enterprise service level objective
    17.
    发明授权
    Method and apparatus for meeting an on-site enterprise service level objective 有权
    满足现场企业服务水平目标的方法和设备

    公开(公告)号：US07558739B2

    公开(公告)日：2009-07-07

    申请号：US10278445

    申请日：2002-10-22

    Applicant: Rodney A. Thomson

    Inventor： Rodney A. Thomson

    IPC: G06F9/46 ,  H04M3/42 ,  H04W24/00

    CPC classification number: G06Q30/02 ,  G06Q10/06311 ,  G06Q30/0201

    Abstract: The present invention is related to the maintenance of on-site enterprise service level objectives. In particular, wait times experienced by individual consumers are monitored. Wait time monitoring may be in response to a request for assistance made by a consumer. The monitoring of wait times may also begin when the consumer enters a particular area of an enterprise site, for example a checkout area. Request for assistance and location information may be obtained from a consumer wireless device in communication with a wireless network infrastructure at the enterprise site. Requests for assistance, including check-out assistance, may be placed in queues maintained by applications on an enterprise server for distributing resources at the enterprise site.

    Abstract translation: 本发明涉及现场企业服务水平目标的维护。 特别是监控个体消费者经历的等待时间。 等待时间监控可能是响应消费者提供的帮助请求。 等待时间的监视也可以在消费者进入企业站点的特定区域（例如结账区域）时开始。 可以从与企业站点的无线网络基础设施通信的消费者无线设备获得协助请求和位置信息。 协助请求（包括退房协助）可能会放置在企业服务器上的应用程序维护的队列中，以便在企业站点分发资源。

    Automatic contact center administration updates based on acceptance of a broadcast request
    19.
    发明授权
    Automatic contact center administration updates based on acceptance of a broadcast request 有权
    基于接受广播请求的自动联络中心管理更新

    公开(公告)号：US09560202B2

    公开(公告)日：2017-01-31

    申请号：US13419092

    申请日：2012-03-13

    Applicant: Rodney A. Thomson ,  Brian J. Reynolds

    Inventor： Rodney A. Thomson ,  Brian J. Reynolds

    IPC: H04M11/00 ,  H04M3/51 ,  H04M3/523

    CPC classification number: H04M3/5175 ,  H04M3/523

    Abstract: Methods and systems for automatically implementing contact center administration updates based on acceptance of a broadcast request are provided. In particular, a request can be broadcast to a target audience. Acceptance of the request by members of the target audience automatically implements changes defined in connection with the request for accepting agents. The broadcast request can be recalled under certain conditions. In addition, the action or actions implemented in response to the acceptance of the request can be undone under various conditions.

    Abstract translation: 提供了基于接受广播请求来自动实现联络中心管理更新的方法和系统。 特别地，可以向目标受众广播请求。 接收目标受众成员的请求，自动实现与接受代理请求相关的更改。 广播请求可以在某些条件下被调用。 此外，响应接受请求而采取的行动或行动可以在各种条件下撤销。

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