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公开(公告)号：US10359923B2
公开(公告)日：2019-07-23
申请号：US15069678
申请日：2016-03-14
Inventor： Praphul Kumar , Leon Vymenets
IPC: G06F17/22 , G06Q30/00 , H04L29/08 , G06F3/0482 , G06F3/0483 , G06F3/0484
Abstract: An interface for configuring an interaction site is provided. First values corresponding to first parameters of an interaction page of the one or more interaction pages are received. Recommended interaction pages for the interaction site are selected based on the first values. An interface for selecting any interaction page of the recommended interaction pages is provided. Data indicating a selection of a particular interaction page is received. In response to receiving the data indicating the selection of the particular interaction page, an interface for configuring the particular interaction page is provided. Second values corresponding to second parameters of the particular interaction page are received. A second multi-step communication flow is determined based on (i) values corresponding to the parameters associated with the first multi-step communication flow and (ii) the second values. An interaction flow document including code for the interaction site specifying the second multi-step communication flow is generated.
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公开(公告)号：US20170155766A1
公开(公告)日：2017-06-01
申请号：US15431385
申请日：2017-02-13
Inventor： Praphul Kumar , Yochai Konig , Ahmed Tewfik Bouzid , Ashish Thakkar , Leon Vymenets
IPC: H04M3/51
CPC classification number: H04M3/5166 , H04M3/42144 , H04M3/42153 , H04M3/493 , H04M3/4933 , H04M3/51 , H04M3/5133 , H04M3/5191 , H04M2201/42 , H04M2203/402 , H04M2203/551
Abstract: Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.
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公开(公告)号：US20160350699A1
公开(公告)日：2016-12-01
申请号：US14726491
申请日：2015-05-30
Inventor： Leon Vymenets , Cayley MacArthur , Yochai Konig , Wayne Lo , Praphul Kumar , Herbert Ristock
CPC classification number: G06Q10/063118 , G06Q10/06398 , G06Q30/016
Abstract: A system includes a contact center to provide an interaction between a customer and agent. A forms manager of the contact center generates a question for an evaluation form. A workforce management server connects with the forms manager, the workforce management server to schedule a work time for the agent. The workforce management server to schedule the forms manager to generate the evaluation form when the agent is working.
Abstract translation: 一个系统包括一个联络中心来提供客户和代理之间的交互。 联络中心的表单管理员会为评估表格生成问题。 劳动力管理服务器与表单管理器，劳动力管理服务器连接，为代理安排工作时间。 劳动力管理服务器安排表单管理器在代理工作时生成评估表单。
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公开(公告)号：US10015315B2
公开(公告)日：2018-07-03
申请号：US15431385
申请日：2017-02-13
Inventor： Praphul Kumar , Yochai Konig , Ahmed Tewfik Bouzid , Ashish Thakkar , Leon Vymenets
CPC classification number: H04M3/5166 , H04M3/42144 , H04M3/42153 , H04M3/493 , H04M3/4933 , H04M3/51 , H04M3/5133 , H04M3/5191 , H04M2201/42 , H04M2203/402 , H04M2203/551
Abstract: Instructions are transmitted from a contact center builder system to a content provider system that, when executed, provide an interface for configuring a contact center for the content provider that includes a contact center telephone number, an agent pool, and an interaction site. Data associated with one or more contact center configuration parameters are received from the content provider. A contact center telephone number is assigned to the contact center based on the data. One or more agents are assigned to the agent pool of the contact center based on the data. The data includes a task to be handled by the communications system without using an agent of the agent pool is determined. In response to determining that the data includes the task to be handled by the communications system without using an agent of the agent pool, multiple interaction pages for the interaction site are generated.
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