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    INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER
    32.
    发明申请
    INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER 有权
    联系中心的即时消息联系人管理

    公开(公告)号：US20100296646A1

    公开(公告)日：2010-11-25

    申请号：US12776013

    申请日：2010-05-07

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

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

    IPC分类号： H04M3/00 ,  H04L12/56 ,  H04W40/00 ,  G06Q30/00

    CPC分类号： 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

    摘要： 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.

    摘要翻译： 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。

    System and method for identifying and managing customer needs
    34.
    发明申请
    System and method for identifying and managing customer needs 有权
    用于识别和管理客户需求的系统和方法

    公开(公告)号：US20100121672A1

    公开(公告)日：2010-05-13

    申请号：US12270443

    申请日：2008-11-13

    申请人： Joylee E. Kohler ,  Christian Long ,  Jeffrey J. Olson ,  Doree Duncan Seligmann

    发明人： Joylee E. Kohler ,  Christian Long ,  Jeffrey J. Olson ,  Doree Duncan Seligmann

    IPC分类号： G06Q10/00 ,  G06F15/16 ,  H04M1/64

    CPC分类号： G06Q30/00 ,  G06Q10/063116 ,  G06Q10/06312 ,  G06Q10/06315

    摘要： The system monitors the activity of customers, agents, and industry-experts in a network for new topics relevant to a business and the interests in those topics. A determination is made automatically if there is enough interest to warrant adding a skill. If there is not enough interest, the system continues to monitor for topics and interests. If there is enough interest, the system automatically projects a resource needed for a skill. The system monitors internal resources and the network to determine if the resource needed for the skill exists in an internal resource. If the resource needed for the skill exists in an internal resource, the internal resource is reallocated. If the resource needed for the skill does exist in the internal resource, the system monitors the network for an external resource that has the skill.

    摘要翻译： 该系统监控客户，代理商和行业专家在网络中的与业务相关的新话题以及这些主题的兴趣的活动。 如果有足够的兴趣来保证增加技能，则自动确定。 如果没有足够的兴趣，系统将继续监控主题和兴趣。 如果有足够的兴趣，系统会自动投入一项技能所需的资源。 系统监视内部资源和网络，以确定内部资源中是否存在技能所需的资源。 如果技能所需的资源存在于内部资源中，则内部资源被重新分配。 如果该技能所需的资源确实存在于内部资源中，则系统将监视具有该技能的外部资源的网络。

    SYSTEM AND METHOD FOR ANALYZING CONTACT CENTER METRICS FOR A HETEROGENEOUS CONTACT CENTER
    36.
    发明申请
    SYSTEM AND METHOD FOR ANALYZING CONTACT CENTER METRICS FOR A HETEROGENEOUS CONTACT CENTER 审中-公开
    用于异质接触中心分析接触中心量度的系统和方法

    公开(公告)号：US20130041838A1

    公开(公告)日：2013-02-14

    申请号：US13207502

    申请日：2011-08-11

    申请人： Luciano Godoy Fagundes ,  Thomas J. Moran ,  Veeranna A. Yamanappa ,  Mohammad Khan ,  Dhaval Desai ,  Joylee E. Kohler

    发明人： Luciano Godoy Fagundes ,  Thomas J. Moran ,  Veeranna A. Yamanappa ,  Mohammad Khan ,  Dhaval Desai ,  Joylee E. Kohler

    IPC分类号： G06Q30/00 ,  G06N7/02

    CPC分类号： G06Q30/02

    摘要： Provided herein is a system and method to produce a composite rating using context information. The method may include: measuring a first and a second metric in a first and a second context respectively, to provide a first and a second contextual measurement, respectively; transforming the first contextual measurement to a first plurality of semantic context values by use of a first plurality of pertaining functions; transforming the second contextual measurement to a second plurality of semantic context values by use of a second plurality of pertaining functions; combining one or more of the first plurality of semantic context values and one or more of the second plurality of semantic context values, by use of one or more fuzzy logic rules, to produce a plurality of semantic distributions; and calculating a centroid of a merger of the plurality of semantic distributions in order to produce the composite rating.

    摘要翻译： 本文提供了使用上下文信息来产生复合评级的系统和方法。 该方法可以包括：分别测量第一和第二上下文中的第一和第二度量，以分别提供第一和第二情境测量; 通过使用第一多个相关函数将第一上下文测量转换为第一多个语义上下文值; 通过使用第二多个相关功能将第二上下文测量转换为第二多个语义上下文值; 通过使用一个或多个模糊逻辑规则来组合所述第一多个语义上下文值中的一个或多个和所述第二多个语义上下文值中的一个或多个，以产生多个语义分布; 以及计算所述多个语义分布的合并的质心以产生所述复合评级。

    SYSTEM AND METHOD FOR DELIVERING A CONTACT TO A PREFERRED AGENT AFTER A SET WAIT PERIOD
    37.
    发明申请
    SYSTEM AND METHOD FOR DELIVERING A CONTACT TO A PREFERRED AGENT AFTER A SET WAIT PERIOD 有权
    在设置等待时间后将优先代理人联系的系统和方法

    公开(公告)号：US20120183131A1

    公开(公告)日：2012-07-19

    申请号：US13204366

    申请日：2011-08-05

    申请人： Joylee E. Kohler ,  Dhaval Desai ,  Luciano Godoy Fagundes ,  Mohammad Khan ,  Tommy Moran ,  Veeranna Angadageri Yamanappa

    发明人： Joylee E. Kohler ,  Dhaval Desai ,  Luciano Godoy Fagundes ,  Mohammad Khan ,  Tommy Moran ,  Veeranna Angadageri Yamanappa

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5238 ,  H04M3/523

    摘要： A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.

    摘要翻译： 提供了一种向未分化代理分配联系人的方法，包括：使用至少一个代理属性来描述基本上每个未分化代理以产生一组代理属性值; 使用至少一个联系人属性来描述联系人以产生一组联系人属性值; 将代理和联系人属性值的集合相关联以产生至少一个优选代理; 确定所述至少一个优选代理中的每一个的预期等待时间以产生一组预期等待时间; 确定接触的等待容限; 如果至少一个优选代理的预期等待时间小于等待容限，则将联系人分配给至少一个优选代理; 并且如果所述至少一个优选代理的预期等待时间大于等待容限，则将该联系人分配给未分化代理。

    Contact center and method for tracking and acting on one and done customer contacts
    38.
    发明授权
    Contact center and method for tracking and acting on one and done customer contacts 有权
    联络中心和方法，用于跟踪和处理一个客户联系人

    公开(公告)号：US07734032B1

    公开(公告)日：2010-06-08

    申请号：US10815534

    申请日：2004-03-31

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

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

    IPC分类号： H04M3/00

    CPC分类号： H04M3/523 ,  H04M2201/12 ,  H04M2201/14 ,  H04M2203/408

    摘要： The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.

    摘要翻译： 本发明涉及一种用于维修触点的联络中心，其具有（a）输入以从第一客户接收第一联系人; （b）选择器（i），用于确定第一联系人是否与与第一客户的另一联系有关;以及（ii）当第一联系人与第一客户的另一联系有关时，与第一客户的第一联系人不同， 联系与第一个客户的另一个联系无关; 和/或（c）重复接触确定代理（i）在所选择的时间段内跟踪多个代理的集合，由代理集合服务的与由多个代理服务的另一个联系人相关的联系人的数量 代理人和（ii）为每个代理人维护指示一个或多个（a）在所选择的时间段期间由所设置的代理服务的联系人中的一个或多个的指示符，其不与被服务的另一联系人有关 由代理人和（b）在所选时间段内由代理人设置的与由代理人服务的另一联系人有关的许多联系人。

    Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls
    40.
    发明授权
    Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls 失效
    代理向量可编程地有条件地将代理分配给各种任务，包括处理等待呼叫以外的任务

    公开(公告)号：US5721770A

    公开(公告)日：1998-02-24

    申请号：US674477

    申请日：1996-07-02

    申请人： Joylee E. Kohler

    发明人： Joylee E. Kohler

    IPC分类号： H04M3/42 ,  H04M3/36 ,  H04M3/523 ,  H04Q3/64 ,  H04M3/00

    CPC分类号： H04M3/36 ,  H04M3/5233 ,  H04M2203/402 ,  H04M3/5234

    摘要： An ACD system (101) is programmable by an operator of the ACD system to automatically change the work of a call center agent (106-108) in order to maximize the agent's productivity and to provide a variety of work balanced with "breather" time in order to prevent agent burn-out. The conditions for changing the agent's work and the agent's alternative duties when the conditions are met are both programmed by the operator via a vectoring capability (150) of the ACD system and a scripting language (FIGS. 2-23) for defining the vectors. When an agent becomes available to handle a call from a particular call queue (121-129), the agent's corresponding vector is executed, and the conditions specified by the vector are checked against the present status of the call center to determine if they are met. If the conditions are not met, the agent is caused to handle a call from the particular call queue. But if the conditions are met, the agent is caused to perform a function specified by the vector, other than handing a call from the particular call queue, even though a call may be waiting for an available agent in that call queue.

    摘要翻译： ACD系统（101）可由ACD系统的操作者编程，以自动改变呼叫中心代理（106-108）的工作，以便最大化代理的生产力并提供与“呼吸”时间平衡的各种工作 以防止代理烧坏。 当条件满足时，更改代理人的工作和代理人的替代职责的条件都由操作员通过ACD系统的向量能力（150）和用于定义向量的脚本语言（图2-23）来编程。 当代理人可以处理来自特定呼叫队列（121-129）的呼叫时，执行代理的相应向量，并根据呼叫中心的当前状态检查由向量指定的条件，以确定它们是否被满足 。 如果不满足条件，则会使代理人处理来自特定呼叫队列的呼叫。 但是，如果满足条件，即使呼叫可能正在等待该呼叫队列中的可用代理，代理也可以执行由向量指定的功能，而不是从特定呼叫队列处理呼叫。