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    SYSTEM AND METHOD FOR RECORDING AGENT INTERACTIONS
    3.
    发明申请
    SYSTEM AND METHOD FOR RECORDING AGENT INTERACTIONS 审中-公开
    用于记录代理交互的系统和方法

    公开(公告)号：US20150378561A1

    公开(公告)日：2015-12-31

    申请号：US14320502

    申请日：2014-06-30

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： David Ollinger ,  Henry Lum ,  Anthony Lam

    IPC: G06F3/0484 ,  G06F17/30 ,  G06F3/0481

    CPC classification number: G06Q30/016 ,  G06Q10/06398

    Abstract: In a system for recording agent interactions, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: initiate a screen recording session on an electronic device; receive a plurality of media communications during the screen recording session; generate a plurality of images of the screen recording session, each of the images corresponding to one of the media communications; and display at least one of the images in a playback user interface.

    Abstract translation: 在用于记录代理交互的系统中，该系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器：在电子设备上发起屏幕记录会话; 在屏幕记录会话期间接收多个媒体通信; 生成屏幕记录会话的多个图像，每个图像对应于媒体通信之一; 并且在回放用户界面中显示至少一个图像。

    SYSTEM AND METHOD FOR DISCOVERING AND EXPLORING CONCEPTS AND ROOT CAUSES OF EVENTS
    6.
    发明申请
    SYSTEM AND METHOD FOR DISCOVERING AND EXPLORING CONCEPTS AND ROOT CAUSES OF EVENTS 审中-公开
    发现和探索事件的概念和根本原因的系统和方法

    公开(公告)号：US20150032746A1

    公开(公告)日：2015-01-29

    申请号：US13952470

    申请日：2013-07-26

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  David Ollinger ,  Yochai Konig

    IPC: G06F17/30

    CPC classification number: G06F17/30539 ,  G06F17/30401 ,  G10L15/00

    Abstract: A method for determining a cause of events detected in a plurality of interactions includes: identifying, on a processor, a plurality of elements in the interactions; detecting, on the processor, a plurality of sequences of elements in the interactions; mining, on the processor, the plurality of sequences for generating a set of supported patterns; computing, on the processor, association rules from the set of supported patterns; and returning the computed association rules.

    Abstract translation: 用于确定在多个交互中检测到的事件的原因的方法包括：在处理器上识别所述交互中的多个元素; 在所述处理器中检测所述交互中的多个元素序列; 在处理器上挖掘用于生成一组支持的图案的多个序列; 在所述处理器上计算来自所述一组支持模式的关联规则; 并返回计算的关联规则。

    SYSTEM AND METHOD FOR RECORDING AGENT INTERACTIONS
    8.
    发明申请
    SYSTEM AND METHOD FOR RECORDING AGENT INTERACTIONS 审中-公开
    用于记录代理交互的系统和方法

    公开(公告)号：US20150378577A1

    公开(公告)日：2015-12-31

    申请号：US14320528

    申请日：2014-06-30

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Henry Lum ,  Anthony Lam ,  David Ollinger

    IPC: G06F3/0484

    CPC classification number: G06F3/048 ,  G06Q10/10 ,  G06Q30/02

    Abstract: In a system for recording agent interactions, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: initiate a screen recording session on an electronic device; monitor for a media communication occurring on the electronic device; generate a metadata file corresponding to the media communication, wherein the metadata file comprises a start time of the media communication with respect to the screen recording session; display a user interface to display a video of the screen recording session, wherein the user interface includes a progress bar for the video; display a marker based on the metadata file; and navigate to a location of the video corresponding to the media communication in response to detecting a selection of the marker.

    Abstract translation: 在用于记录代理交互的系统中，该系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器：在电子设备上发起屏幕记录会话; 监视在电子设备上发生的媒体通信; 生成与所述媒体通信相对应的元数据文件，其中所述元数据文件包括关于所述屏幕记录会话的媒体通信的开始时间; 显示用户界面以显示所述屏幕记录会话的视频，其中所述用户界面包括用于所述视频的进度条; 基于元数据文件显示标记; 并且响应于检测到所述标记的选择，导航到与所述媒体通信相对应的视频的位置。

    GENERALIZED PHRASES IN AUTOMATIC SPEECH RECOGNITION SYSTEMS
    9.
    发明申请
    GENERALIZED PHRASES IN AUTOMATIC SPEECH RECOGNITION SYSTEMS 有权
    自动语音识别系统中的通用语法

    公开(公告)号：US20150194149A1

    公开(公告)日：2015-07-09

    申请号：US14150628

    申请日：2014-01-08

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Avraham Faizakof ,  Amir Lev-Tov ,  David Ollinger ,  Yochai Konig

    IPC: G10L15/18 ,  G10L15/19

    CPC classification number: G06F17/2785 ,  G10L15/063 ,  G10L15/1815 ,  G10L15/1822 ,  G10L15/19 ,  G10L15/193

    Abstract: A method for generating a suggested phrase having a similar meaning to a supplied phrase in an analytics system includes: receiving, on a computer system comprising a processor and memory storing instructions, the supplied phrase, the supplied phrase including one or more terms; identifying, on the computer system, a term of the phrase belonging to a semantic group; generating the suggested phrase using the supplied phrase and the semantic group; and returning the suggested phrase.

    Abstract translation: 一种用于生成与分析系统中提供的短语具有相似含义的建议短语的方法，包括：在包括处理器的计算机系统和存储指令的存储器上接收所提供的短语，所提供的短语包括一个或多个术语; 在计算机系统上识别属于语义组的短语的术语; 使用提供的短语和语义组生成建议短语; 并返回建议的短语。

    SYSTEM AND METHOD FOR DISCOVERING AND EXPLORING CONCEPTS
    10.
    发明申请
    SYSTEM AND METHOD FOR DISCOVERING AND EXPLORING CONCEPTS 有权
    用于发现和探索概念的系统和方法

    公开(公告)号：US20150032452A1

    公开(公告)日：2015-01-29

    申请号：US13952459

    申请日：2013-07-26

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Amir Lev-Tov ,  Avraham Faizakof ,  David Ollinger ,  Yochai Konig

    IPC: G10L15/18

    CPC classification number: G06F17/2785 ,  G06F17/3071 ,  G10L15/1822

    Abstract: A method for identifying concepts in a plurality of interactions includes: filtering, on a processor, the interactions based on intervals; creating, on the processor, a plurality of sentences from the filtered interactions; computing, on the processor, a saliency of each the sentences; pruning away, on the processor, sentences with low saliency for generating a set of informative sentences; clustering, on the processor, the sentences of the set of informative sentences for generating a plurality of sentence clusters, each of the clusters corresponding to a concept of the concepts; computing, on the processor, a saliency of each of the clusters; and naming, on the processor, each of the clusters.

    Abstract translation: 用于识别多个交互中的概念的方法包括：在处理器上基于间隔过滤所述交互; 在所述处理器上从所述过滤的相互作用中创建多个句子; 在处理器上计算每个句子的显着性; 在处理器上修剪，低显着的句子产生一组信息句子; 在处理器上聚集用于生成多个句子簇的信息语句集合的句子，每个集群对应于概念的概念; 在处理器上计算每个集群的显着性; 并在处理器上命名每个集群。

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