公开(公告)号：US09912813B2

公开(公告)日：2018-03-06

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: H04M3/00 ,  H04M3/51 ,  G06T11/60 ,  G06T11/00 ,  G06T11/20 ,  G06Q10/10 ,  G06Q10/06 ,  G06Q50/30

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.

公开(公告)号：US09888122B2

公开(公告)日：2018-02-06

申请号：US14812607

申请日：2015-07-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Cliff Bell ,  Daniel Stoops ,  Sergey Fedorov ,  Herbert Willi Artur Ristock ,  David Beilis ,  Adrian Lee-Kwen

IPC: H04M3/00 ,  H04M3/523 ,  H04L29/06 ,  H04M3/51 ,  H04W4/14 ,  H04W12/06

CPC classification number: H04M3/5235 ,  H04L63/0853 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/2038 ,  H04M2203/6081 ,  H04M2203/651 ,  H04W4/14 ,  H04W12/06

Abstract: A system includes a contact center to provide an interaction between a customer and an agent workstation of the contact center. A contact center network connects a call from a mobile device to an interactive voice response application. A mobile engagement platform collect authentication information from the mobile device to authenticate a customer using the mobile device. A short message service platform sends a link to connect the mobile device to a mobile application. The mobile engagement server authenticates the customer of the mobile device for the mobile application based on the collected authentication information.

公开(公告)号：US09628623B2

公开(公告)日：2017-04-18

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: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  G06F3/048 ,  G06Q10/06

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.

公开(公告)号：US20170104872A1

公开(公告)日：2017-04-13

申请号：US14882405

申请日：2015-10-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Adrian Lee-Kwen ,  David Beilis ,  Christopher Connolly ,  Liyuan Qiao ,  Merijn te Booij ,  James Krautler

IPC: H04M3/51

CPC classification number: H04M3/523 ,  H04M3/42348 ,  H04M2250/12

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve receiving and storing real-time sensor data for multiple agents, receiving tasks and, for each task, create a task object representing the task and placing the task object in an input buffer. For each task object in the input buffer, utilize the real-time sensor data to identify one or more of the multiple agents as suitable for assignment to the task, apply a routing strategy to the task object to further select one of the multiple agents identified as suitable for assignment of the task object based on sensor data, and route the task object from the input buffer to a workbin corresponding to the selected agent.

公开(公告)号：US20160357361A1

公开(公告)日：2016-12-08

申请号：US15243857

申请日：2016-08-22

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Beilis ,  Adrian Lee-Kwen

IPC: G06F3/0481 ,  G06F9/54 ,  G09G5/377

CPC classification number: G06F3/0481 ,  G06F3/00 ,  G06F9/54 ,  G06F9/546 ,  G06F17/212 ,  G06F17/30289 ,  G06F2203/04804 ,  G06F2209/545 ,  G09G5/377 ,  H04W88/02

Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.

Abstract translation: 用于在移动平台上的多个应用程序之间共享物理显示屏幕的系统包括互联网连接的客户端设备和从非暂时物理介质在客户端设备上执行的软件，该软件向多个应用中的一个提供支配权 运行的应用程序，减轻多个运行应用程序之间的应用程序背景透明度的第二功能，建立多个运行应用程序之间的消息传递机制和协议的第三功能，以及使得主要应用程序能够截取针对多个运行应用程序中的个人的数字输入的第四功能 运行应用程序并将输入发送到适当的应用程序。

公开(公告)号：US09424111B2

公开(公告)日：2016-08-23

申请号：US14479197

申请日：2014-09-05

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Beilis ,  Adrian Lee-Kwen

IPC: G06F3/00 ,  G06F7/00 ,  G06F9/54 ,  G06F3/0481 ,  G06F17/30

CPC classification number: G06F3/0481 ,  G06F3/00 ,  G06F9/54 ,  G06F9/546 ,  G06F17/212 ,  G06F17/30289 ,  G06F2203/04804 ,  G06F2209/545 ,  G09G5/377 ,  H04W88/02

Abstract: A system for sharing a physical display screen among multiple applications on a mobile platform includes an Internet-connected client device and software executing on the client device from a non-transitory physical medium, the software providing a first function assigning dominancy to one of the multiple running applications, a second function mitigating application background transparency among the multiple running applications, a third function establishing a messaging mechanism and protocol between the multiple running applications, and a fourth function enabling the dominant application to intercept digital input directed toward individual ones of the multiple running applications and to dispatch the input to the appropriate application.

Abstract translation: 用于在移动平台上的多个应用程序之间共享物理显示屏幕的系统包括互联网连接的客户端设备和从非暂时物理介质在客户端设备上执行的软件，该软件向多个应用中的一个提供支配权 运行的应用程序，减轻多个运行应用程序之间的应用程序背景透明度的第二功能，建立多个运行应用程序之间的消息传递机制和协议的第三功能，以及使得主要应用程序能够截取针对多个运行应用程序中的个人的数字输入的第四功能 运行应用程序并将输入发送到适当的应用程序。

公开(公告)号：US20150317623A1

公开(公告)日：2015-11-05

申请号：US14797061

申请日：2015-07-10

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Beilis ,  Adrian Lee-Kwen

IPC: G06Q20/32 ,  G06Q20/40 ,  H04W12/06 ,  H04W4/00 ,  H04M1/725

CPC classification number: G06Q20/3278 ,  G06Q20/409 ,  H04L63/0853 ,  H04M1/72533 ,  H04W4/80 ,  H04W12/06

Abstract: A method for operating a mobile communication appliance enabled for Near Field Communication (NFC) has steps for (a) positioning the communication appliance and an article associated with a person, the article enabled for NFC and storing a unique identifier, within a near-field threshold; (b) acquiring by the communication appliance through NFC the unique digital identifier from the article; and (c) using the identifier to select and initiate a particular functionality of the communication appliance.

Abstract translation: 用于操作用于近场通信（NFC）的移动通信设备的方法具有以下步骤：（a）将通信设备和与人相关联的物品定位，所述物品启用NFC并存储唯一标识符，其在近场内 阈; （b）由通信设备通过NFC获取该文章中唯一的数字标识符; 以及（c）使用所述标识符来选择和发起所述通信设备的特定功能。

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。