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公开(公告)号：US08670551B2
公开(公告)日：2014-03-11
申请号：US13408830
申请日：2012-02-29
Applicant: Onkar Birk , Jeff Chu , Barrett Davis , Rodney A. Thomson , Brian J. Reynolds
Inventor： Onkar Birk , Jeff Chu , Barrett Davis , Rodney A. Thomson , Brian J. Reynolds
IPC: H04M3/00
CPC classification number: H04M3/5237 , H04M3/5175 , H04M2201/42
Abstract: Methods and systems for providing a graphical depiction of a communication system incorporating multiple call centers distributed around the globe are provided. The user interface can present the graphical depiction in two or three dimensions. In addition, the user interface can provide a view of details concerning the performance of communication system components or events affecting the performance of such components, and can enable a supervisor to manipulate contact center parameters.
Abstract translation: 提供了用于提供包括分布在全球各地的多个呼叫中心的通信系统的图形描绘的方法和系统。 用户界面可以在两个或三个维度上呈现图形描述。 此外，用户界面可以提供关于通信系统组件的性能或影响这些组件的性能的事件的细节的视图，并且可以使主管能够操纵联络中心参数。
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2.发明申请AUTOMATIC CONTACT CENTER ADMINISTRATION UPDATES BASED ON ACCEPTANCE OF A BROADCAST REQUEST 有权基于接受广播请求的自动联系中心管理更新公开(公告)号：US20130243169A1
公开(公告)日：2013-09-19
申请号：US13419092
申请日：2012-03-13
Applicant: Rodney A. Thomson , Brian J. Reynolds
Inventor： Rodney A. Thomson , Brian J. Reynolds
CPC classification number: H04M3/5175 , H04M3/523
Abstract: Methods and systems for automatically implementing contact center administration updates based on acceptance of a broadcast request are provided. In particular, a request can be broadcast to a target audience. Acceptance of the request by members of the target audience automatically implements changes defined in connection with the request for accepting agents. The broadcast request can be recalled under certain conditions. In addition, the action or actions implemented in response to the acceptance of the request can be undone under various conditions.
Abstract translation: 提供了基于接受广播请求来自动实现联络中心管理更新的方法和系统。 特别地，可以向目标受众广播请求。 接收目标受众成员的请求，自动实现与接受代理请求相关的更改。 广播请求可以在某些条件下被调用。 此外，响应接受请求而采取的行动或行动可以在各种条件下撤销。
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公开(公告)号：US20130223613A1
公开(公告)日：2013-08-29
申请号：US13408830
申请日：2012-02-29
Applicant: Onkar Birk , Jeff Chu , Barrett Davis , Rodney A. Thomson , Brian J. Reynolds
Inventor： Onkar Birk , Jeff Chu , Barrett Davis , Rodney A. Thomson , Brian J. Reynolds
IPC: H04M3/22
CPC classification number: H04M3/5237 , H04M3/5175 , H04M2201/42
Abstract: Methods and systems for providing a graphical depiction of a communication system incorporating multiple call centers distributed around the globe are provided. The user interface can present the graphical depiction in two or three dimensions. In addition, the user interface can provide a view of details concerning the performance of communication system components or events affecting the performance of such components, and can enable a supervisor to manipulate contact center parameters.
Abstract translation: 提供了用于提供包括分布在全球各地的多个呼叫中心的通信系统的图形描绘的方法和系统。 用户界面可以在两个或三个维度上呈现图形描述。 此外，用户界面可以提供关于通信系统组件的性能或影响这些组件的性能的事件的细节的视图，并且可以使主管能够操纵联络中心参数。
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公开(公告)号：US08457300B2
公开(公告)日：2013-06-04
申请号：US12776013
申请日：2010-05-07
Applicant: Thomas L. Hemm , Joylee E. Kohler , Rodney A. Thomson
Inventor： Thomas L. Hemm , Joylee E. Kohler , Rodney A. Thomson
CPC classification number: H04M3/5235 , G06Q10/107 , G06Q30/01 , G06Q30/02 , G06Q30/0601 , H04L41/147 , H04L41/5009 , H04L41/5022 , H04L41/5064 , H04M3/5191 , H04M3/523 , H04M3/5231 , H04M2203/551
Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.
Abstract translation: 本发明涉及一种用于维护联络中心中的交易的方法。 当与事务相关联的即时消息通信过早地被暂停时，可以向事务发起者提供特殊处理。 特殊待遇包括：（a）维护交易的分配服务优先级，以转交给后续通信; （b）将后续出站即时消息调度到与所述事务发起者相关联的外部端点; （c）当联络中心接收到后续的入站即时消息时，向交易发起者分配优惠服务优先权; 和（d）将先前选择的项目保持在存储器中，并在随后的通信中将项目提供给交易启动器。
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公开(公告)号：US08000989B1
公开(公告)日：2011-08-16
申请号：US10815584
申请日：2004-03-31
Applicant: Sarah H. Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
Inventor： Sarah H. Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
IPC: G06Q40/00
CPC classification number: G06Q30/02 , G06Q10/0631 , G06Q30/0201 , G06Q40/00
Abstract: The present invention is directed to a contact center 100 comprising (a) an input operable to receive a contact from a customer, the customer having an associated value to the contact center 100 and (b) a contact selector 216 operable to select a resource of the contact center 100 to service the contact based, at least in part, on the associated value. The associated value reflects one or more of a historic, predicted, and current monetary expense of the contact center to service the customer.
Abstract translation: 本发明涉及一种联络中心100，其包括（a）可操作以从客户接收联系人的输入，所述客户具有与联络中心100相关联的值;以及（b）可操作以选择资源的联系人 该联络中心100至少部分地基于相关联的值来服务于该联系人。 相关价值反映了客户服务中心的一个或多个历史，预测和当前的货币支出。
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Patent Agency Ranking
公开(公告)号：US10375244B2
公开(公告)日：2019-08-06
申请号：US12186905
申请日：2008-08-06
Applicant: Deborah Hill , Sarah H. Kiefhaber , Joylee E. Kohler , Katherine A. Sobus , Rodney A. Thomson
Inventor： Deborah Hill , Sarah H. Kiefhaber , Joylee E. Kohler , Katherine A. Sobus , Rodney A. Thomson
Abstract: A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.
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7.发明授权Automatic contact center administration updates based on acceptance of a broadcast request 有权基于接受广播请求的自动联络中心管理更新公开(公告)号：US09560202B2
公开(公告)日：2017-01-31
申请号：US13419092
申请日：2012-03-13
Applicant: Rodney A. Thomson , Brian J. Reynolds
Inventor： Rodney A. Thomson , Brian J. Reynolds
CPC classification number: H04M3/5175 , H04M3/523
Abstract: Methods and systems for automatically implementing contact center administration updates based on acceptance of a broadcast request are provided. In particular, a request can be broadcast to a target audience. Acceptance of the request by members of the target audience automatically implements changes defined in connection with the request for accepting agents. The broadcast request can be recalled under certain conditions. In addition, the action or actions implemented in response to the acceptance of the request can be undone under various conditions.
Abstract translation: 提供了基于接受广播请求来自动实现联络中心管理更新的方法和系统。 特别地，可以向目标受众广播请求。 接收目标受众成员的请求，自动实现与接受代理请求相关的更改。 广播请求可以在某些条件下被调用。 此外，响应接受请求而采取的行动或行动可以在各种条件下撤销。
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公开(公告)号：US09414211B2
公开(公告)日：2016-08-09
申请号：US13348412
申请日：2012-01-11
Applicant: Rodney A. Thomson , Brian J. Reynolds , Jeff Chu , Onkar Birk , Barrett Davis
Inventor： Rodney A. Thomson , Brian J. Reynolds , Jeff Chu , Onkar Birk , Barrett Davis
CPC classification number: H04W4/16 , H04M3/5175 , H04M3/523 , H04M3/5233
Abstract: Methods and systems for supporting the remote monitoring and control of automatic call distribution systems are provided. In particular, an application for execution on a mobile device is provided. The application presents ACD system status information to a supervisor of the ACD system. The application additionally accepts control input from the supervisor, and can pass that control input to the ACD system server for action.
Abstract translation: 提供了支持远程监控自动呼叫分配系统的方法和系统。 特别地，提供了在移动设备上执行的应用。 该应用程序向ACD系统的主管呈现ACD系统状态信息。 该应用程序另外接受来自主管的控制输入，并且可以将该控制输入传递到ACD系统服务器以进行操作。
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公开(公告)号：US20130177149A1
公开(公告)日：2013-07-11
申请号：US13348408
申请日：2012-01-11
Applicant: Rodney A. Thomson , Brian J. Reynolds , Jeff Chu , Richard S. Youngkin
Inventor： Rodney A. Thomson , Brian J. Reynolds , Jeff Chu , Richard S. Youngkin
IPC: H04M3/00
CPC classification number: H04M3/523 , H04M3/5175 , H04M2203/402
Abstract: Methods and systems for supporting manual control of automatic call distribution systems are provided. In particular, an administrator can manipulate parameters associated with call center queues and/or call center agents in order to improve the performance of an in-trouble queue. The changes are reversed after a predetermined period of time has elapsed, and/or after the previously in-trouble queue has returned to a healthy state.
Abstract translation: 提供了用于支持自动呼叫分配系统的手动控制的方法和系统。 特别地，管理员可以操纵与呼叫中心队列和/或呼叫中心代理相关联的参数，以便改善故障队列的性能。 在经过预定时间段之后，和/或在先前故障排队返回到健康状态之后，改变是相反的。
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公开(公告)号：US20120295594A1
公开(公告)日：2012-11-22
申请号：US13348412
申请日：2012-01-11
Applicant: Rodney A. Thomson , Brian J. Reynolds , Jeff Chu , Onkar Birk , Barrett Davis
Inventor： Rodney A. Thomson , Brian J. Reynolds , Jeff Chu , Onkar Birk , Barrett Davis
IPC: H04W4/16
CPC classification number: H04W4/16 , H04M3/5175 , H04M3/523 , H04M3/5233
Abstract: Methods and systems for supporting the remote monitoring and control of automatic call distribution systems are provided. In particular, an application for execution on a mobile device is provided. The application presents ACD system status information to a supervisor of the ACD system. The application additionally accepts control input from the supervisor, and can pass that control input to the ACD system server for action.
Abstract translation: 提供了支持远程监控自动呼叫分配系统的方法和系统。 特别地，提供了在移动设备上执行的应用。 该应用程序向ACD系统的主管呈现ACD系统状态信息。 该应用程序另外接受来自主管的控制输入，并且可以将该控制输入传递到ACD系统服务器以进行操作。
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