公开(公告)号：US20160065740A1

公开(公告)日：2016-03-03

申请号：US14470898

申请日：2014-08-27

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert W.A. Ristock ,  Merijn te Booij ,  Akbar Riahi ,  Vladimir Mezhibovsky ,  Kentis Gopalla

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/42068 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5235 ,  H04M2203/2011 ,  H04M2203/401 ,  H04M2203/408

Abstract: A system and method for managing interactions of a customer contact center. A contact center processor receives a request to reserve a contact center resource for handling an interaction. The processor also receives data about the interaction. The processor identifies a routing point for routing the interaction based on the received data. The routing point is associated with routing logic controlled by a customer instead of the contact center. The processor routes the interaction to the identified routing point for giving the customer control of the routing of the interaction.

Abstract translation: 用于管理客户联络中心的交互的系统和方法。 联络中心处理器接收请求以预留用于处理交互的联络中心资源。 处理器还接收有关交互的数据。 处理器基于接收到的数据来识别用于路由交互的路由点。 路由点与由客户而不是联络中心控制的路由逻辑相关联。 处理器将交互路由到所识别的路由点，以便客户控制交互的路由。

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。