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公开(公告)号：US20140177821A1
公开(公告)日：2014-06-26
申请号：US13689753
申请日：2012-11-30
IPC分类号： H04M3/523
CPC分类号： H04M3/5238 , G06Q10/0631
摘要： Embodiments of the present invention are directed to a method for assessing impact of a rule change in a contact center. The method includes configuring one or more parameters of the rule; receiving a command to assess the rule; retrieving a log of past interactions between end users and the contact center, wherein the log of past interactions reflects interactions prior to deployment of the rule; processing one or more of the past interactions based on the rule; simulating an outcome of the one or more past interactions; and deploying the rule or not to a rules engine based on the simulating.
摘要翻译： 本发明的实施例涉及一种用于评估联络中心中的规则改变的影响的方法。 该方法包括配置规则的一个或多个参数; 接受评估规则的命令; 检索最终用户和联络中心之间的过去交互的日志，其中过去交互的日志在部署规则之前反映交互; 根据规则处理一个或多个过去的交互; 模拟一个或多个过去互动的结果; 并基于模拟将规则部署到规则引擎。
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公开(公告)号：US10567587B2
公开(公告)日：2020-02-18
申请号：US15714869
申请日：2017-09-25
IPC分类号： G06F15/173 , H04M3/523 , H04L29/08
摘要： A system and method for local survivability in a distributed contact center environment has a first processor in a first contact center node receiving a first request for interaction. The first processor transmits a first message to a second contact center node in response to the request for interaction. The first message is configured to invoke a first resource associated with the second contact center node for handling the interaction via the first resource. The first processor monitors connection with the second contact center node. The first processor receives a second request for interaction, and further determines lack of connection with the second contact center node. In response to determining lack of connection with the second contact center node, the first processor refrains from transmitting a second message to the second contact center node. According to one embodiment, the second message is for invoking a second resource associated with the second contact center node for handling the interaction via the second resource.
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公开(公告)号：US10419614B2
公开(公告)日：2019-09-17
申请号：US15865167
申请日：2018-01-08
发明人： Hardik Modi , Nikolay Korolev , Herbert Willi Artur Ristock , Conor McGann , Jeffery Karas , Graeme Provan
摘要： A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
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公开(公告)号：US10356103B2
公开(公告)日：2019-07-16
申请号：US15253810
申请日：2016-08-31
摘要： A system and method for providing secure access to electronic records. A processor receives, from a first client, a first request to access the electronic records, authenticates the first client, and provides access to the electronic records in response to determining that the first client is authenticated. The processor receives user input data from the first client and stores the user input data in association with the electronic records. The processor further receives from a second client a second request to access the electronic records, retrieves the user input data associated with the electronic records in response to the second request, and transmits a prompt to the second client in response to the retrieved user input data. The processor also receives an answer to the prompt and provides access to the electronic records in response to the answer.
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公开(公告)号：US10289982B2
公开(公告)日：2019-05-14
申请号：US15901784
申请日：2018-02-21
摘要： A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met.
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公开(公告)号：US10158761B2
公开(公告)日：2018-12-18
申请号：US15282972
申请日：2016-09-30
摘要： A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.
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公开(公告)号：US10158757B2
公开(公告)日：2018-12-18
申请号：US15224298
申请日：2016-07-29
摘要： A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.
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38.发明授权公开(公告)号：US10154138B2
公开(公告)日：2018-12-11
申请号：US15224143
申请日：2016-07-29
摘要： A method includes: identifying, by a processor, one or more physical arrangements of resources in a customer contact center; predicting, by the processor, for each of the one or more physical arrangements of resources, a predicted performance metric of the physical arrangement of resources in accordance with one or more working environment parameters of the customer contact center; identifying, by the processor, a particular physical arrangement of the one or more physical arrangements having a corresponding predicted performance metric satisfying a threshold performance among the one or more physical arrangements; and outputting, by the processor, the particular physical arrangement of resources in the customer contact center.
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39.发明申请公开(公告)号：US20180249012A1
公开(公告)日：2018-08-30
申请号：US15968581
申请日：2018-05-01
发明人： Ahmed Tewfik Bouzid , Pawel Harasimiuk , Aaron Wellman , Praphul Kumar , Herbert Willi Artur Ristock
IPC分类号： H04M3/523
摘要： In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.
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公开(公告)号：US20180176379A1
公开(公告)日：2018-06-21
申请号：US15898476
申请日：2018-02-17
CPC分类号： H04M3/5232 , H04M3/5141 , H04M3/523 , H04M3/5233
摘要： A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
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