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    System and method for routing interactions for a contact center based on intelligent and dynamic routing considerations
    1.
    发明授权
    System and method for routing interactions for a contact center based on intelligent and dynamic routing considerations 有权

    公开(公告)号：US10171669B2

    公开(公告)日：2019-01-01

    申请号：US15846105

    申请日：2017-12-18

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Nikolay Korolev ,  Herbert Willi Artur Ristock ,  David H. Anderson ,  Todd Hollenberg ,  Bradley Krug ,  Charlotte Toerck

    IPC: H04M3/00 ,  H04M3/523 ,  G06Q30/02

    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.

    ACTIVITIES ASSIGNMENT OPTIMIZATION FOR MULTI-SKILL CONTACT CENTER
    5.
    发明申请
    ACTIVITIES ASSIGNMENT OPTIMIZATION FOR MULTI-SKILL CONTACT CENTER 有权
    多技能联络中心的活动分配优化

    公开(公告)号：US20140334619A1

    公开(公告)日：2014-11-13

    申请号：US13960627

    申请日：2013-08-06

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Vidas Placiakis ,  Herbert Ristock ,  Nikolay Korolev ,  Merijn te Booij ,  Vitaliy Teryoshin

    IPC: H04M3/523

    CPC classification number: H04M3/5233 ,  H04M3/5175 ,  H04M3/53333 ,  H04M2203/2077 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/403

    Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.

    Abstract translation: 一种用于设置联络中心的代理交叉技能启用级别的系统和方法。 在一个实施例中，执行一系列模拟以确定针对各种情况的最佳交叉技能使能水平，例如，代理人数，每个代理在每种技能的熟练程度以及需要每个技能的传入交互请求的速率 的各种技能。 创建查找表，随后在操作之前或实时操作期间在联络中心的配置期间使用查找表，以调整代理交叉技能启用级别。

    SYSTEM FOR INDICATING PRIORITY LEVELS FOR TRANSACTION AND TASK ENGAGEMENT IN A CALL CENTER
    6.
    发明申请
    SYSTEM FOR INDICATING PRIORITY LEVELS FOR TRANSACTION AND TASK ENGAGEMENT IN A CALL CENTER 有权
    在呼叫中心指示交易和任务参与的优先级别的系统

    公开(公告)号：US20130163745A1

    公开(公告)日：2013-06-27

    申请号：US13705120

    申请日：2012-12-04

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Herbert Willi Artur Ristock ,  Vladimir Mezhibovsky ,  Nikolay Korolev

    IPC: H04M3/523

    CPC classification number: H04M3/5141 ,  H04M3/51 ,  H04M3/5133 ,  H04M3/5158 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2201/38 ,  H04M2203/408 ,  H04M2242/22

    Abstract: A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

    Abstract translation: 呼叫中心系统具有从机器可读介质执行软件（SW）的计算机化服务器，用于收集关于传入事务的数据的SW的数据收集功能，数据处理功能，其耦合到数据收集引擎并且能够处理 针对一组业务规则收集的数据，数据处理功能确定进入事务中的各个事务的优先级，以及能够将由数据处理功能确定的优先级指示分发给代理可访问的一个或多个呈现接口的分发功能 在代理人关联交易所在的时间或之后。

    Best match interaction set routing
    7.
    发明授权
    Best match interaction set routing 有权

    公开(公告)号：US10291781B2

    公开(公告)日：2019-05-14

    申请号：US15898476

    申请日：2018-02-17

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Vitaliy Teryoshin ,  Herbert Willi Artur Ristock

    IPC: H04M3/523 ,  H04M3/51

    Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.

    PROACTIVE KNOWLEDGE OFFERS
    9.
    发明申请
    PROACTIVE KNOWLEDGE OFFERS 审中-公开
    主观知识优惠

    公开(公告)号：US20160246885A1

    公开(公告)日：2016-08-25

    申请号：US14629481

    申请日：2015-02-23

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Bharath Aravamudhan ,  Conor McGann ,  Nitin Krishnanand ,  Bohdan Klepar ,  Andrey Ryabchun ,  Gordon Bell ,  Frank Gutierrez ,  Josef Eric Eisner ,  Nikolay Korolev ,  Herbert Willi Artur Ristock ,  Stanislav Lypchanskyy

    IPC: G06F17/30

    CPC classification number: G06F17/30867

    Abstract: A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.

    Abstract translation: 主动提供知识的系统和方法。 处理器被配置为收集用户利用由具有客户联络中心的企业提供的资源进行交互的信息。 处理器根据所收集的信息预期对用户的需求，并根据预期的需要生成查询。 在用户明确地请求与特定主题相关的知识之前，处理器基于生成的查询主动地识别并向用户建议知识。 处理器根据反馈信息接收与建议的知识和输出有关的反馈，建议知识的相关性得分。

    ADAPTABLE BUSINESS OBJECTIVE ROUTING FOR A CONTACT CENTER
    10.
    发明申请
    ADAPTABLE BUSINESS OBJECTIVE ROUTING FOR A CONTACT CENTER 有权
    适应业务联络中心的目标路由

    公开(公告)号：US20160036983A1

    公开(公告)日：2016-02-04

    申请号：US14450195

    申请日：2014-08-01

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Nikolay Korolev ,  Herbert Willi Artur Ristock ,  David H. Anderson ,  Todd Hollenberg ,  Bradley Krug ,  Charlotte Toerck

    IPC: H04M3/523

    CPC classification number: H04M3/5233 ,  G06Q30/0281 ,  H04M2203/402 ,  H04M2203/404

    Abstract: A system and method for enhanced interaction processing in a contact center that includes routing interactions based on adaptable business objectives. A processor detects a pending interaction with a customer. The processor identifies first and second objectives of the contact center in response to detecting the pending interaction, where the first objective is identified as more important to the contact center than the second objective. The processor identifies a first agent for handling the first objective, and determines a likelihood of success of the first agent in achieving the first objective. The processor identifies a second agent for handling the second objective, and determines a likelihood of success of the second agent in achieving the second objective. In the event that the likelihood of success in achieving the second objective by the second agent is higher than the likelihood of success of achieving the first objective by the first agent, the processor transmits instructions to route the pending interaction to the second agent. The processor also prompts the second agent to pursue the second objective.

    Abstract translation: 一种用于在联络中心增强交互处理的系统和方法，包括基于适应性业务目标的路由交互。 处理器检测与客户的未决交互。 处理器响应于检测到未决交互而识别联络中心的第一和第二目标，其中第一目标被识别为比第二目标对联络中心更重要。 处理器识别用于处理第一目标的第一代理，并且确定在实现第一目标时第一代理成功的可能性。 处理器识别用于处理第二目标的第二代理，并且确定第二代理程序在实现第二目标中成功的可能性。 在第二代理人实现第二目标成功的可能性高于由第一代理实现第一目标成功的可能性的情况下，处理器发送指令以将待决交互路由到第二代理。 处理器还提示第二代理人追求第二个目标。

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