公开(公告)号：US20170289355A1

公开(公告)日：2017-10-05

申请号：US15087511

申请日：2016-03-31

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Herbert Ristock

IPC: H04M3/523

Abstract: A system includes a processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to receive a request for an interaction with an agent device. The processor determines a patience time threshold for the customer in response to the request for an interaction. The processor suggests to return to the interaction at a time based on the patience time threshold, and performs the return interaction by the agent device based on the determination.

公开(公告)号：US09781270B2

公开(公告)日：2017-10-03

申请号：US14450190

申请日：2014-08-01

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Todd Hollenberg ,  Bradley Krug ,  Herbert Willi Artur Ristock ,  Charlotte Toerck ,  Nikolay Korolev ,  David H. Anderson

IPC: H04M5/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5166 ,  H04M2203/402

Abstract: A system and method for case-based routing as opposed to atomic interaction routing. A processor opens a case in a customer database. The case is associated with a workflow that has steps anticipated to be executed for the case. The processor identifies first and second steps of the workflow, and further identifies an agent with skills for handling the first and second steps. The processor generates a task for handling at least the first step of the workflow, and transmits instructions to route the task to the identified agent.

公开(公告)号：US09578071B2

公开(公告)日：2017-02-21

申请号：US14881127

申请日：2015-10-12

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Herbert Willi Artur Ristock

IPC: G06F15/16 ,  H04L29/06 ,  G06Q10/00 ,  G06Q10/10 ,  G06Q10/06 ,  H04L12/58

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：US20160301804A1

公开(公告)日：2016-10-13

申请号：US15187745

申请日：2016-06-20

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Georgiy N. Shashkov ,  Oleksiy M. Kolomoyskyy ,  Stanislav V. Zgardovski ,  Nikolay Korolev

IPC: H04M3/51

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：US20160277574A1

公开(公告)日：2016-09-22

申请号：US15167879

申请日：2016-05-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Vladimir Mezhibovsky ,  Nikolay Korolev

IPC: H04M3/51 ,  H04M3/523

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.

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。

公开(公告)号：US08995644B2

公开(公告)日：2015-03-31

申请号：US13668048

申请日：2012-11-02

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vladimir Mezhibovsky ,  Nikolay Korolev

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5141 ,  H04M3/5231

Abstract: A system and method for establishing contact between a customer contact center agent and a customer based on customer availability information. A plurality of communication channels that may be used to communicate with the customer is monitored by the contact center. The availability of the customer is identified for each of the plurality of communication channels and user availability data is dynamically adjusted for each of the plurality of communication channels. The user availability data is provided to a contact center agent handling, for example, an offline task involving the customer. The contact center agent may use the availability data to establish contact with the customer to better handle the offline task.

Abstract translation: 一种用于根据客户可用性信息建立客户联络中心代理与客户之间的联系的系统和方法。 可以用于与客户通信的多个通信信道由联络中心监视。 为多个通信信道中的每一个识别客户的可用性，并且针对多个通信信道中的每一个动态地调整用户可用性数据。 用户可用性数据被提供给处理例如涉及客户的离线任务的联络中心代理。 联络中心代理可以使用可用性数据与客户建立联系，以更好地处理离线任务。

公开(公告)号：US20140140498A1

公开(公告)日：2014-05-22

申请号：US13681417

申请日：2012-11-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Vitaliy Teryoshin ,  Herbert Willi Artur Ristock

IPC: H04M3/523

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.

Abstract translation: 用于将联络中心中的活动路由到联络中心代理的方法包括：由处理器同时选择N个活动，其中N是大于1的整数; 由处理器同时识别N个联络中心代理; 由所述处理器识别与所述N个活动和所述N个联络中心代理相关联的一组或多组偏好; 基于一组或多组偏好，由处理器匹配N个活动和N个联络中心代理; 以及由处理器将N个活动中的一个或多个路由到匹配的联络中心代理。

公开(公告)号：US20140140495A1

公开(公告)日：2014-05-22

申请号：US13681420

申请日：2012-11-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Vladimir Mezhibovsky ,  Nikolay Korolev ,  Vitaliy Teryoshin

IPC: H04M3/523

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。