公开(公告)号：US20140164502A1

公开(公告)日：2014-06-12

申请号：US13708915

申请日：2012-12-07

申请人： Alex Khodorenko ,  Vladimir Pimtchenkov ,  Sergey B. Belov ,  Yevgeniy Petrovykh ,  Patrick Mackey

发明人： Alex Khodorenko ,  Vladimir Pimtchenkov ,  Sergey B. Belov ,  Yevgeniy Petrovykh ,  Patrick Mackey

IPC分类号： H04L29/08

CPC分类号： H04M3/5232 ,  H04L51/32 ,  H04L67/306 ,  H04L67/325 ,  H04M3/42068 ,  H04M3/5191

摘要： A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

摘要翻译： 一种用于在联络中心处理交互的优先级的方法，所述方法包括：识别要优先处理的交互; 识别与交互相关联的人; 识别与交互相关联的人的影响力水平; 并且基于与交互相关联的人的影响级别来优先处理交互。

公开(公告)号：US20090168991A1

公开(公告)日：2009-07-02

申请号：US11965617

申请日：2007-12-27

申请人： Stanislav Zgardovski ,  Oleksiy Kolomoyskyy ,  Vladimir Pimtchenkov

发明人： Stanislav Zgardovski ,  Oleksiy Kolomoyskyy ,  Vladimir Pimtchenkov

IPC分类号： H04M3/00

CPC分类号： H04M3/5158

摘要： A system for telephone campaigns includes a contact server for placing outbound contacts, a contact router for routing answered outbound contacts to available agents, and a statistical server for monitoring and serving current agent statistics ahead of each outbound contact or set of contacts initiated on behalf of two or more campaigns. The system is characterized in that the contact server initiates outbound contacts for the campaigns based on availability of agents assigned to the campaigns, and wherein agents assigned to more than one campaign are dynamically designated to serve only the outbound campaign associated with each contact at the time of contact initiation if determined available for the that campaign at the time of contact initiation, and a campaign group identifier is attached as contact data to each contact initiated.

摘要翻译： 用于电话活动的系统包括用于放置出站联系人的联系人服务器，用于将应答的出站联系人路由到可用代理的路由器，以及统计服务器，用于监视和服务当前代理统计数据，每个出站联系人或代表 两个或多个广告系列。 该系统的特征在于，联系服务器基于分配给活动的代理的可用性来发起用于活动的出站联系人，并且其中分配给多个活动的代理被动态地指定为仅在当时与每个联系人相关联的出站活动 的联系人启动，如果在联系人启动时确定可用于该广告系列，并且将活动组标识符作为联系人数据附加到每个启动的联系人。