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33 条记录 (耗时 0.025 秒)

    Systems and Methods for Recording Resource Association for a Communications Environment
    21.
    发明申请
    Systems and Methods for Recording Resource Association for a Communications Environment 有权
    记录通信环境资源协会的系统和方法

    公开(公告)号：US20080240126A1

    公开(公告)日：2008-10-02

    申请号：US11693828

    申请日：2007-03-30

    申请人： Marc Calahan ,  Jamie Richard Williams ,  Kenneth Richard Bordhagen ,  Damian Smith ,  Robert John Barnes

    发明人： Marc Calahan ,  Jamie Richard Williams ,  Kenneth Richard Bordhagen ,  Damian Smith ,  Robert John Barnes

    IPC分类号： H04L12/56

    CPC分类号： H04L12/56

    摘要： Included are embodiments for determining an extension-to-channel mapping. At least one embodiment includes determining, at a first time, a first extension-to-channel mapping configuration, the first extension-to-channel mapping configuration including an indication that at least one extension is coupled to a first recording channel. Similarly, some embodiments include determining, at a second time, a second extension-to-channel mapping configuration, the second extension-to-channel mapping configuration including an indication that the at least one extension is coupled to a second recording channel. Similarly, some embodiments include creating an extension-to-channel map, the extension-to-channel map indicating a configuration of the at least one extension, the first recording channel, and the second channel during a time period between the first time and the second time.

    摘要翻译： 包括用于确定扩展到信道映射的实施例。 至少一个实施例包括在第一时间确定第一扩展到信道映射配置，第一扩展到信道映射配置包括至少一个扩展耦合到第一记录信道的指示。 类似地，一些实施例包括在第二时间确定第二扩展到信道映射配置，第二扩展到信道映射配置包括所述至少一个扩展耦合到第二记录信道的指示。 类似地，一些实施例包括创建扩展到频道映射，在第一时间和第二时间段之间的时间段期间，指示至少一个分机，第一记录频道和第二频道的配置的分机到频道映射 第二次。

    Systems and methods for a secure recording environment
    22.
    发明申请
    Systems and methods for a secure recording environment 有权
    用于安全记录环境的系统和方法

    公开(公告)号：US20080005569A1

    公开(公告)日：2008-01-03

    申请号：US11479926

    申请日：2006-06-30

    申请人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

    发明人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

    IPC分类号： H04L9/00

    CPC分类号： H04L63/0428 ,  G06Q20/3674 ,  H04L9/083 ,  H04L63/06 ,  H04L2209/60

    摘要： Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

    摘要翻译： 公开了用于在客户中心提供安全的捕获数据的系统和方法。 在一个实施例中，该方法包括：用记录系统捕获数据; 接收用于检索用于加密数据的电子密钥的请求; 响应于接收到所述请求，将所述电子密钥发送到所述记录系统; 使用电子密钥加密数据; 将电子密钥与加密数据相关联; 并将加密的数据存储在记录系统中。

    SYSTEMS AND METHODS FOR INDICATING PRESENCE OF DATA
    25.
    发明申请
    SYSTEMS AND METHODS FOR INDICATING PRESENCE OF DATA 审中-公开
    用于表示数据存在的系统和方法

    公开(公告)号：US20080306735A1

    公开(公告)日：2008-12-11

    申请号：US12059341

    申请日：2008-03-31

    申请人： KENNETH RICHARD BRODHAGEN ,  Mark Alan Goodall ,  Damian Smith ,  Jamie Richard Williams

    发明人： KENNETH RICHARD BRODHAGEN ,  Mark Alan Goodall ,  Damian Smith ,  Jamie Richard Williams

    IPC分类号： G10L11/02

    CPC分类号： G10L25/78

    摘要： Included are systems and methods for indicating presence of data. At least one embodiment of a method includes receiving communications data associated with a communication session and determining at least one point of audio silence in the communications session. Some embodiments include creating tagging data configured to indicate the at least one point of audio silence in the communications session.

    摘要翻译： 包括用于指示数据存在的系统和方法。 方法的至少一个实施例包括接收与通信会话相关联的通信数据并且确定通信会话中的至少一个音频静音点。 一些实施例包括创建标记数据，其被配置为指示通信会话中的至少一个音频静音点。

    Automated scoring of interactions
    26.
    发明申请
    Automated scoring of interactions 审中-公开
    自动评分互动

    公开(公告)号：US20080004945A1

    公开(公告)日：2008-01-03

    申请号：US11479056

    申请日：2006-06-30

    申请人： Joe Watson ,  James Gordon Nies ,  Damian Smith ,  Jamie Richard Williams

    发明人： Joe Watson ,  James Gordon Nies ,  Damian Smith ,  Jamie Richard Williams

    IPC分类号： G06F11/34

    CPC分类号： G06Q30/02 ,  G06Q10/06398

    摘要： Disclosed in various embodiments are various systems, methods, and programs embodied on a computer readable medium for automated scoring of interactions. In one embodiment, an example of a method is provided that comprises the steps of storing a plurality of interactions in a memory, wherein a plurality of interactive factors are memorialized for each of the interactions, each of the interactive factors comprising an aspect of the interaction. The method also comprises the steps of applying a plurality of rules to each of the interactions to identify a plurality of events in each of the interactions, each of the rules defining at least one event that is associated with at least one of the interactive factors of a respective one of the interactions, and, generating a score in the computer system for each of the interactions based upon the rules defining the at least one event occurring in each of the interactions, respectively. The method further comprises the step of ranking at least a subset of the interactions relative to each other based upon the scores generated for the interactions.

    摘要翻译： 在各种实施例中公开的是在计算机可读介质上实现的用于自动评分交互的各种系统，方法和程序。 在一个实施例中，提供了一种方法的示例，其包括以下步骤：将多个交互存储在存储器中，其中为每个交互记录了多个交互因素，每个交互因素包括交互的一个方面 。 该方法还包括以下步骤：将多个规则应用于每个交互以识别每个交互中的多个事件，每个规则定义与至少一个交互因素相关联的至少一个事件 相应的一个交互，并且基于分别定义在每个交互中发生的至少一个事件的规则，在每个交互的计算机系统中生成分数。 该方法还包括基于为交互产生的得分而相对于彼此排列交互的至少一个子集的步骤。

    SYSTEMS AND METHODS FOR PROTECTING INFORMATION
    27.
    发明申请
    SYSTEMS AND METHODS FOR PROTECTING INFORMATION 有权
    保护信息的系统和方法

    公开(公告)号：US20100202611A1

    公开(公告)日：2010-08-12

    申请号：US12768194

    申请日：2010-04-27

    申请人： Joseph Watson ,  Damian Smith ,  Robert John Barnes

    发明人： Joseph Watson ,  Damian Smith ,  Robert John Barnes

    IPC分类号： H04N7/167 ,  H04N5/91

    CPC分类号： H04L41/046 ,  G06F21/6209 ,  G06F21/6245 ,  G06F2221/2101 ,  G06F2221/2149 ,  H04L63/0428

    摘要： Systems and methods for protecting information provided to an agent via a communication network are provided. In this regard, a representative method comprises, receiving information related to a transaction, wherein the information includes video. Additionally, the method includes initiating a recording of the video and identifying visual content in the video that is to be protected. The method further comprises preventing unauthorized access to the visual content during replay of the recording of the video.

    摘要翻译： 提供了通过通信网络保护提供给代理的信息的系统和方法。 在这方面，代表性方法包括：接收与交易有关的信息，其中所述信息包括视频。 此外，该方法包括发起视频的记录并识别要被保护的视频中的视觉内容。 该方法还包括在视频录制的重放期间防止未经授权的访问视觉内容。

    Integrated contact center systems for facilitating contact center coaching
    28.
    发明申请
    Integrated contact center systems for facilitating contact center coaching 审中-公开
    综合联络中心系统，方便联络中心辅导

    公开(公告)号：US20070198330A1

    公开(公告)日：2007-08-23

    申请号：US11540107

    申请日：2006-09-29

    申请人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

    发明人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

    IPC分类号： H04M3/51

    CPC分类号： H04M3/5175 ,  G06Q10/06316 ,  G06Q10/06393 ,  G06Q10/06398 ,  H04M3/2227

    摘要： Systems and methods for facilitating contact center coaching are provided. In this regard, a representative integrated contact center system incorporates a workforce manager, a quality monitor, and a coaching system. The workforce manager includes a scheduler. The quality monitor is configured to provide, to the scheduler, at least one quality goal for a work period of an agent and at least one quality score for the agent. The coaching system is configured to communicate with the workforce manager, the coaching system being operative to: receive information, from the quality manager, corresponding to a condition indicating that the agent is failing to meet pre-established criteria; schedule a coaching meeting with the agent in order to address the condition; and integrate the information corresponding to the condition into a coaching session form.

    摘要翻译： 提供了促进联络中心辅导的系统和方法。 在这方面，一个具有代表性的综合联络中心系统包括一个劳动力经理，一个质量监督和一个辅导系统。 劳动力经理包括一个调度程序。 质量监视器被配置为向调度器提供代理的工作周期的至少一个质量目标和代理的至少一个质量得分。 教练系统被配置为与劳动力管理者通信，辅导系统可操作以：从质量管理器接收与指示代理未能满足预先确定的标准的条件相对应的信息; 安排与代理人进行教练会议以解决问题; 并将与该条件相对应的信息整合到辅导会话表单中。

    Systems and methods for facilitating contact center coaching
    29.
    发明申请
    Systems and methods for facilitating contact center coaching 审中-公开
    促进联络中心辅导的系统和方法

    公开(公告)号：US20070198284A1

    公开(公告)日：2007-08-23

    申请号：US11540900

    申请日：2006-09-29

    申请人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

    发明人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

    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 for facilitating contact center coaching are provided. In this regard, a representative method for coaching an agent of a contact center includes: displaying, to a user, information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; receiving input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition; responsive to the input, generating a coaching session form, the coaching session form comprising information corresponding to the agent; and displaying the coaching session form to the user.

    摘要翻译： 提供了促进联络中心辅导的系统和方法。 在这方面，用于指导联络中心的代理的代表性方法包括：向用户显示与指示代理未能满足预先建立的标准的条件相对应的信息; 从所述用户接收输入，所述输入指示要与所述代理人一起安排指导会议以解决所述条件; 响应所述输入，生成辅导会话表单，所述指导会话表单包括与所述代理相对应的信息; 并向用户显示辅导会话表单。