公开(公告)号：US09596350B1

公开(公告)日：2017-03-14

申请号：US15216622

申请日：2016-07-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vadim Dymshyts ,  Vidas Placiakis ,  Nikolay I. Korolev ,  Herbert Willi Artur Ristock

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04L29/08 ,  H04L12/28 ,  H04M3/51

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.

Abstract translation: 联络中心具有用于接收请求与代理交互的通信的通道，提供接收到的通信的连接能力的代理站以及连接到LAN的虚拟交互（VI）服务器，并且在非暂时介质上在处理器上执行VI软件。 VI服务器基于确定未来通信的预期接收，VI关联源，意图，关于源的一组数据和代理站目的地，创建并存储虚拟交互对象，并且创建的VI是 存储并与来自与VI相关联的源的真实传入通信相匹配，然后通过将来话呼叫源与VI中相关联的代理目的地连接，将VI实例化为实时交互。

公开(公告)号：US09154627B2

公开(公告)日：2015-10-06

申请号：US13960627

申请日：2013-08-06

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vidas Placiakis ,  Herbert Ristock ,  Nikolay Korolev ,  Merijn te Booij ,  Vitaliy Teryoshin

IPC: H04M3/00 ,  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。

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。