中科微点-全球专利检索

  1. Login
  2. Sign Up

Search Results

4 records (took 0.016 seconds)

    System and methods for predicting future agent readiness for handling an interaction in a call center
    2.
    发明授权
    System and methods for predicting future agent readiness for handling an interaction in a call center 有权
    用于预测未来代理准备的系统和方法，用于处理呼叫中心中的交互

    公开(公告)号：US09374466B2

    公开(公告)日：2016-06-21

    申请号：US14447548

    申请日：2014-07-30

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

    IPC: H04M3/51 ,  H04M3/523

    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。

    SYSTEM AND METHODS FOR PREDICTING FUTURE AGENT READINESS FOR HANDLING AN INTERACTION IN A CALL CENTER
    3.
    发明申请
    SYSTEM AND METHODS FOR PREDICTING FUTURE AGENT READINESS FOR HANDLING AN INTERACTION IN A CALL CENTER 有权
    用于在呼叫中心处理交互的未来代理程序的预测系统和方法

    公开(公告)号：US20140341368A1

    公开(公告)日：2014-11-20

    申请号：US14447548

    申请日：2014-07-30

    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，连接到所述网络并且可被第一节点访问的第二节点用于相对于忙，就绪和时间准备报告代理状态， 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。

    SYSTEM AND METHODS FOR PREDICTING FUTURE AGENT READINESS FOR HANDLING AN INTERACTION IN A CALL CENTER
    4.
    发明申请
    SYSTEM AND METHODS FOR PREDICTING FUTURE AGENT READINESS FOR HANDLING AN INTERACTION IN A CALL CENTER 有权
    用于在呼叫中心处理交互的未来代理程序的预测系统和方法

    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。

Patent Agency Ranking