公开(公告)号：US09392112B2

公开(公告)日：2016-07-12

申请号：US14723429

申请日：2015-05-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523 ,  G06Q30/00 ,  H04M3/22 ,  G06F3/0484

CPC classification number: H04M3/5175 ,  G06F3/04842 ,  G06Q30/016 ,  H04M3/2227 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M7/0012

Abstract: In a system for managing an interaction flow for a contact center, 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: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.

Abstract translation: 在用于管理联络中心的交互流的系统中，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，所述指令在由所述处理器执行时使得所述处理器：在图形显示器上显示交互流画布和交互块选择工具; 接收用户输入以向交互流画布添加第一交互块; 生成对应于第一交互块的第一交互指令; 并且接收用户输入以将第二交互块添加到所述交互流画布，其中所述第一交互指令包括在满足所述第一交互块的标准之后进行到所述第二交互块的指令。

公开(公告)号：US20140233719A1

公开(公告)日：2014-08-21

申请号：US14086936

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/51 ,  G06F3/048 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06F3/048 ,  G06Q10/06 ,  H04M3/5183 ,  H04M3/523 ,  H04M2201/42

Abstract: A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Abstract translation: 一种用于通过图形用户界面监视和可视化联络中心路由策略的系统和方法。 图形用户界面显示描述联络中心路由策略的路由图。 路由图包括多个块，每个块与用于管理与联络中心的交互的逻辑相关联。 处理器监视联络中心的性能，因为与联络中心的交互根据路由策略进行管理。 处理器识别受联络中心性能影响的多个块中的一个，并进一步识别与所识别的块相关联的阈值。 处理器确定联络中心性能是否满足阈值，并且基于该确定来修改所识别的块的视觉外观。

公开(公告)号：US20140211933A1

公开(公告)日：2014-07-31

申请号：US14086944

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Vidas Placiakis

IPC: H04M3/51 ,  G06T11/00 ,  G06T11/20 ,  G06T11/60

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.

Abstract translation: 通过图形用户界面监视和可视化联络中心性能的系统和方法。 处理器识别多个联络中心度量，识别多个联络中心度量的预测值，并且显示具有表示多个联络中心度量的预测值的多个顶点的参考几何对象。 处理器还确定多个联络中心度量的实际值和覆盖在参考几何对象的显示器上的当前几何对象的显示。 当前的几何对象具有表示多个联络中心度量的实际值的多个顶点。 当前几何对象与参考几何对象的偏差是一个或多个实际值与预测值的偏差的指示。