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    SYSTEM AND METHOD FOR INTELLIGENT TASK MANAGEMENT AND ROUTING
    3.
    发明申请
    SYSTEM AND METHOD FOR INTELLIGENT TASK MANAGEMENT AND ROUTING 有权
    用于智能任务管理和路由的系统和方法

    公开(公告)号：US20160378569A1

    公开(公告)日：2016-12-29

    申请号：US14754530

    申请日：2015-06-29

    申请人： Genesys Telecommunications Laboratories, Inc.

    发明人： Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Vitaliy Teryoshin ,  Nikolay I. Korolev ,  Yevgeniy Petrovykh ,  Anand Pai Krishnanand Nitin

    IPC分类号： G06F9/50 ,  G06F17/30

    CPC分类号： G06F9/5083 ,  G06Q10/00 ,  G06Q10/06316 ,  H04M3/523 ,  H04M2201/40 ,  H04M2203/2038 ,  H04M2203/556

    摘要： Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.

    摘要翻译： 示出了将任务对象路由到多个代理的系统和方法，所述多个代理涉及分析输入缓冲器中的每个任务对象的内容，以确定与被添加到任务对象元数据中的任务对象的内容相关的分类，其被放置在第二 缓冲。 对第二缓冲区中的对象进行分析，并且对象元数据中的分类用于搜索表示代理特征的人力资源管理数据，以识别与分类相匹配的代理。 将路由策略应用于对象以选择代理，并将对象路由到代理的工作方。 另一方面涉及根据最近的系统条件，根据最近的系统状况，不包括基于工作流策略或状态数据而不能处理的对象，并且基于优先级顺序呈现剩余对象，或者根据最近的工作重新排列对象 状态信息。

    SYSTEMS AND METHODS FOR SIZING MODULAR ROUTING APPLICATIONS
    4.
    发明申请
    SYSTEMS AND METHODS FOR SIZING MODULAR ROUTING APPLICATIONS 审中-公开

    公开(公告)号：US20180367672A1

    公开(公告)日：2018-12-20

    申请号：US15625585

    申请日：2017-06-16

    申请人： Genesys Telecommunications Laboratories, Inc.

    发明人： Herbert Willi Artur Ristock ,  Boris Livshyts ,  Nikolay I. Korolev ,  Stefaan Valere Albert Coussement

    IPC分类号： H04M3/523 ,  H04M3/51

    摘要： A method for allocating resources to modules of a contact center includes: receiving a first interaction in a first state; determining a first load of a first module of the contact center to be low; in response to determining that the first load is low, routing the first interaction to the first module of the contact center, the first module transitioning the first interaction from the first state to a second state; receiving a second interaction in the first state; determining a second load on the first module of the contact center to be high; and in response to determining that the second load is high, routing the second interaction to a second module configured to transition the second interaction from the first state to the second state, the second module having different resource requirements than the first module.

    Systems and methods for sizing modular routing applications
    10.
    发明授权
    Systems and methods for sizing modular routing applications 有权

    公开(公告)号：US10986232B2

    公开(公告)日：2021-04-20

    申请号：US15625585

    申请日：2017-06-16

    申请人： Genesys Telecommunications Laboratories, Inc.

    发明人： Herbert Willi Artur Ristock ,  Boris Livshyts ,  Nikolay I. Korolev ,  Stefaan Valere Albert Coussement

    IPC分类号： G06F15/173 ,  H04M3/523 ,  H04M3/36 ,  H04M3/51

    摘要： A method for allocating resources to modules of a contact center includes: receiving a first interaction in a first state; determining a first load of a first module of the contact center to be low; in response to determining that the first load is low, routing the first interaction to the first module of the contact center, the first module transitioning the first interaction from the first state to a second state; receiving a second interaction in the first state; determining a second load on the first module of the contact center to be high; and in response to determining that the second load is high, routing the second interaction to a second module configured to transition the second interaction from the first state to the second state, the second module having different resource requirements than the first module.