-
31.发明授权System and method for contact center activity routing based on agent preferences 有权基于代理偏好的联络中心活动路由的系统和方法公开(公告)号：US09392115B2
公开(公告)日：2016-07-12
申请号：US13681420
申请日：2012-11-19
CPC classification number: H04M3/5232 , H04M3/5233
Abstract: A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings.
Abstract translation: 将联络中心中的活动路由到联络中心代理的方法包括：识别要路由到联络中心代理的活动; 识别用于处理活动的一个或多个参数; 识别一个或多个联络中心代理; 检索所识别的一个或多个联络中心代理的偏好设置; 基于所识别的一个或多个参数和所检索的偏好设置，将活动路由到所识别的联络中心代理之一。
-
32.发明授权System and methods for predicting future agent readiness for handling an interaction in a call center 有权用于预测未来代理准备的系统和方法，用于处理呼叫中心中的交互公开(公告)号：US09374466B2
公开(公告)日：2016-06-21
申请号：US14447548
申请日：2014-07-30
CPC classification number: H04M3/5175 , H04M3/5158 , H04M3/5191 , H04M3/5238 , H04M2203/6018
Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
Abstract translation: 用于进行呼出呼叫的系统包括连接到网络的用于发出出站电话呼叫的第一节点，连接到网络并且可被第一节点访问的第二节点用于相对于忙，就绪和准备时间报告代理状态，数字 连接到网络并可由第二个节点访问的代理设备，以及许多代理活动应用程序在代理设备上安装一个。 在优选实施例中，基于报告的准备接受呼叫的代理的数量加上预期在指定的时间窗口内准备好接受呼叫的代理的数量来预测出站呼叫。
-
公开(公告)号：US20160036874A1
公开(公告)日：2016-02-04
申请号：US14881127
申请日：2015-10-12
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Herbert Willi Artur Ristock
CPC classification number: G06Q10/1095 , G06Q10/00 , G06Q10/06314 , G06Q10/1093 , H04L51/046 , H04L51/20 , H04L65/4007 , H04L67/10 , H04L67/18
Abstract: 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.
Abstract translation: 用于会议启动的网络连接的服务器具有从非暂时物理介质在服务器上执行的软件，该软件提供允许用户安排会议和配置可用性条件的功能，用于向预定的参与者通知预定的会议 用于从与预定参与者相关联的通信设备接收预定会议的可用性的指示的功能，以及用于在满足配置的可用性条件时连接通信设备进行通信的功能。
-
公开(公告)号：US20160028893A1
公开(公告)日：2016-01-28
申请号：US14875365
申请日：2015-10-05
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
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各种情况下的最佳交叉技能，启用级别，例如代理人数，每个代理在每种技能的熟练程度以及进入的交互请求的速率 要求各种各样的技能。 创建查找表，随后在操作期间在联络中心的配置期间或在操作期间实时地使用查找表，以调整代理交叉技能使能水平，
-
公开(公告)号：US10536578B2
公开(公告)日：2020-01-14
申请号：US15944294
申请日：2018-04-03
Inventor： Aleksandr Stolyar , Martin Ira Reiman , Nikolay Korolev , Vladimir Mezhibovsky , Herbert Willi Artur Ristock
Abstract: A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.
-
Patent Agency Ranking
公开(公告)号：US20180181921A1
公开(公告)日：2018-06-28
申请号：US15901784
申请日：2018-02-21
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Herbert Willi Artur Ristock
CPC classification number: G06Q10/1095 , G06Q10/00 , G06Q10/06314 , G06Q10/1093 , H04L51/046 , H04L51/20 , H04L65/4007 , H04L67/10 , H04L67/18
Abstract: 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.
-
37.发明申请公开(公告)号：US20180109680A1
公开(公告)日：2018-04-19
申请号：US15846105
申请日：2017-12-18
Inventor： Nikolay Korolev , Herbert Willi Artur Ristock , David H. Anderson , Todd Hollenberg , Bradley Krug , Charlotte Toerck
CPC classification number: H04M3/5233 , G06Q30/0281 , H04M2203/402 , H04M2203/404
Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.
-
公开(公告)号：US09934491B2
公开(公告)日：2018-04-03
申请号：US15435279
申请日：2017-02-16
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Herbert Willi Artur Ristock
CPC classification number: G06Q10/1095 , G06Q10/00 , G06Q10/06314 , G06Q10/1093 , H04L51/046 , H04L51/20 , H04L65/4007 , H04L67/10 , H04L67/18
Abstract: 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.
-
公开(公告)号：US09900435B2
公开(公告)日：2018-02-20
申请号：US13681417
申请日：2012-11-19
CPC classification number: H04M3/5232 , H04M3/5141 , H04M3/523 , H04M3/5233
Abstract: 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.
-
40.发明授权公开(公告)号：US09838537B2
公开(公告)日：2017-12-05
申请号：US15167879
申请日：2016-05-27
Inventor： Herbert Willi Artur Ristock , Vladimir Mezhibovsky , Nikolay Korolev
CPC classification number: H04M3/5141 , H04M3/51 , H04M3/5133 , H04M3/5158 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04M3/5233 , H04M3/5238 , H04M2201/38 , H04M2203/408 , H04M2242/22
Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.
-
-
-
-
-
-
-
-
-
Search Results
49
records
(took 0.022 seconds)
