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公开(公告)号：US08938063B1
公开(公告)日：2015-01-20
申请号：US11517646
申请日：2006-09-07
CPC分类号： H04M3/5175 , G06Q10/00 , H04M2203/401 , H04M2203/402
摘要： A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made within the contact center, determine if those changes had a positive or negative effect on the contact center performance (either locally or globally), and reverse the change if it is determined that the change resulted in negative effect on the contact center.
摘要翻译： 提供了一个联络中心，其中包括多个用于维护传入联系人的代理，以及可操作以监视在联络中心内进行的各种管理更改的事件管理器，确定这些更改是否对联络中心执行有正面或负面影响 本地或全球），如果确定更改导致对联络中心的负面影响，则反转更改。
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公开(公告)号：US08718267B2
公开(公告)日：2014-05-06
申请号：US13250718
申请日：2011-09-30
IPC分类号： H04M3/523
CPC分类号： H04M3/5232 , H04M3/5238 , H04M2203/402
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, dynamically and in real-time utilize contact center analytics feedback mechanisms to adjust parameters that are used in making work assignment decisions. The adjusted parameters may correspond to Key Performance Indicators (KPIs) for agents of the contact center rather than skill values for the agents.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了除其他之外动态地和实时地利用联络中心分析反馈机制来调整用于做出工作分配决定的参数的能力。 调整后的参数可能对应于联络中心的代理人的关键绩效指标（KPI），而不是代理商的技能值。
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公开(公告)号：US08634541B2
公开(公告)日：2014-01-21
申请号：US13457253
申请日：2012-04-26
CPC分类号： H04M3/5232 , H04M2203/402
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, support deferring work item routing decisions for a predetermined amount of time even when agents that are technically qualified to handle the work item are available. The deferment of work item routing decisions helps to achieve better matching and, therefore, increases contact center efficiency even though decisions are delayed.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心除了别的以外还提供了支持将工作项路由决定延迟预定时间量的能力，即使在技术上有资格处理工作项目的代理可用的情况下也是如此。 延迟工作项目路由决策有助于实现更好的匹配，因此即使延迟了决策，也增加了联络中心效率。
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公开(公告)号：US20130223617A1
公开(公告)日：2013-08-29
申请号：US13407524
申请日：2012-02-28
IPC分类号： H04M3/50
CPC分类号： G06Q10/06311
摘要： The present disclosure describes various ways of providing agents with a configurable mechanism by which they may bid on training opportunities with contacts in a given contact center. Specifically, an architecture providing a team of agents and agents-in-training to service a contact or set of contacts and methods of employing that team architecture are described. The bids of one or more agents may be collected and evaluated to determine at least one winning agent that will team together with at least one subject matter expert, qualified agent, or team in handling a contact for the purposes of training.
摘要翻译： 本公开描述了向代理人提供可配置机制的各种方式，通过该机制，他们可以通过给定联络中心中的联系人来竞标培训机会。 具体来说，描述了提供代理和代理人团队的架构，用于服务联系人或一组联系人以及采用该团队架构的方法。 可以收集和评估一个或多个代理人的投标，以确定至少一个获胜代理，该获胜代理将与至少一个主题专家，合格的代理人或团队一起在为了训练目的处理联系人。
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公开(公告)号：US20130223611A1
公开(公告)日：2013-08-29
申请号：US13408793
申请日：2012-02-29
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M3/5238
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, include a break-type work item in a work pool that also contains traditional work items. The break-type work item comprises attributes that enable the break-type work item to be routed to one or more resources in the contact center with a work assignment engine that routes the traditional work items.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了除了别的以外，还包括工作池中的还包含传统工作项的中断类型工作项的能力。 中断类型工作项包括使得能够使用路由传统工作项的工作分配引擎将中断类型工作项路由到联络中心中的一个或多个资源的属性。
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公开(公告)号：US07415417B2
公开(公告)日：2008-08-19
申请号：US10099144
申请日：2002-03-15
申请人： David G. Boyer , Sally Cartwright , Susan K. Harkreader , Thomas L. Hemm , Joylee Kohler , Doree Duncan Seligmann
发明人： David G. Boyer , Sally Cartwright , Susan K. Harkreader , Thomas L. Hemm , Joylee Kohler , Doree Duncan Seligmann
CPC分类号： G06Q30/02 , G06Q30/016 , G06Q30/0281
摘要： The present invention is directed to a customer contact 100 in which a agent service function 136 to collect predetermined types of information regarding the contact and/or the contact center 100 and interface with the contact. The interface can include presenting service options to the contact. A mood detector 152 can be used to collect information about the customer's state of mind.
摘要翻译： 本发明涉及一种客户联系人100，其中代理服务功能136收集关于联系人和/或联络中心100的预定类型的信息并且与联系人的接口。 该界面可以包括向联系人提供服务选项。 情绪检测器152可用于收集关于顾客心情的信息。
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公开(公告)号：US20060271418A1
公开(公告)日：2006-11-30
申请号：US11193585
申请日：2005-07-28
申请人： Kenneth Hackbarth, , Murray Jenson , Joylee Kohler , Henry Paddock , Katherine Sobus , David Zanoni
发明人： Kenneth Hackbarth, , Murray Jenson , Joylee Kohler , Henry Paddock , Katherine Sobus , David Zanoni
CPC分类号： H04M3/523 , G06Q10/06398 , H04M3/5175
摘要： A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.
摘要翻译： 提供一种联络中心，其包括用于维护传入联系人的多个代理和可操作以（i）处理一组事件以产生相应措施的目标行为识别模块; （ii）将所述测量与多个规则集进行比较，每个规则集对应于不同类型的目标行为; 以及（iii）当所选择的规则集定义度量时，将度量与所选择的规则集相对应的目标行为类型相关联。
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公开(公告)号：US09451087B2
公开(公告)日：2016-09-20
申请号：US13447943
申请日：2012-04-16
CPC分类号： H04M3/523 , H04M3/5116 , H04M2201/18 , H04M2201/50
摘要： Systems and methods for routing and/or servicing contacts using video analysis of one or more video streams are provided. The systems and methods are particularly applicable to a contact center.
摘要翻译： 提供了使用一个或多个视频流的视频分析来路由和/或维护联系人的系统和方法。 系统和方法特别适用于联络中心。
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公开(公告)号：US08761380B2
公开(公告)日：2014-06-24
申请号：US13407536
申请日：2012-02-28
CPC分类号： H04M3/5238
摘要： Systems and methods for providing adaptive estimated wait time predictions for work items are provided. More particularly, a processor-enabled module may select a best estimated wait time algorithm from among a plurality of estimated wait time algorithms that meets the accuracy and calculation resource conditions of a contact center based on rules. Furthermore, the conditions of a contact center may change at times and as a result the selection of which estimated wait time algorithm is considered best will adapt to suit the contact center change. In addition, the selected best estimated wait time prediction can be provided to client communication devices.
摘要翻译： 提供了用于为工作项提供自适应估计等待时间预测的系统和方法。 更具体地，支持处理器的模块可以从满足基于规则的联络中心的准确性和计算资源状况的多个估计等待时间算法中选择最佳估计等待时间算法。 此外，联络中心的条件可能有时会改变，因此，最佳的估计等待时间算法的选择将适应于联络中心的变化。 此外，所选择的最佳估计等待时间预测可以提供给客户端通信设备。
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公开(公告)号：US08577017B2
公开(公告)日：2013-11-05
申请号：US13250506
申请日：2011-09-30
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , H04M2203/402
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively interrupt a contact center agent in an AUXILIARY state. This enables the contact center to accommodate sudden influxes of work items without substantially increasing customer wait time.
摘要翻译： 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了除辅助之外，选择性地中断辅助状态中的联络中心代理的能力。 这使得联络中心能够容纳工作项目的突然涌入，而不会大大增加客户等待时间。
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