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公开(公告)号：US10110747B2
公开(公告)日：2018-10-23
申请号：US15470768
申请日：2017-03-27
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
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.
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公开(公告)号：US09609131B2
公开(公告)日：2017-03-28
申请号：US14875365
申请日：2015-10-05
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
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.
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公开(公告)号：US20160028893A1
公开(公告)日：2016-01-28
申请号：US14875365
申请日：2015-10-05
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
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各种情况下的最佳交叉技能，启用级别，例如代理人数，每个代理在每种技能的熟练程度以及进入的交互请求的速率 要求各种各样的技能。 创建查找表，随后在操作期间在联络中心的配置期间或在操作期间实时地使用查找表，以调整代理交叉技能使能水平，
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公开(公告)号：US09948781B2
公开(公告)日：2018-04-17
申请号：US15261826
申请日：2016-09-09
Inventor： Yevgeniy Petrovykh , Herbert Willi Artur Ristock , Vidas Placiakis , Alex Petrov
CPC classification number: H04M3/5231 , G06Q10/06311 , H04M3/5158 , H04M3/5191 , H04M2203/2072 , H04M2242/28
Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
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公开(公告)号：US20170214798A1
公开(公告)日：2017-07-27
申请号：US15470768
申请日：2017-03-27
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
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.
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Patent Agency Ranking
公开(公告)号：US20160378569A1
公开(公告)日：2016-12-29
申请号：US14754530
申请日：2015-06-29
Inventor： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC classification number: G06F9/5083 , G06Q10/00 , G06Q10/06316 , H04M3/523 , H04M2201/40 , H04M2203/2038 , H04M2203/556
Abstract: 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.
Abstract translation: 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。
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公开(公告)号：US10037500B2
公开(公告)日：2018-07-31
申请号：US13872027
申请日：2013-04-26
Inventor： Vidas Placiakis , Vytautas Staraitis , Vytautas Saulis , Gintautas Budvytis , Laura Stevens , Thomas Tritten, II , Michele Fisher
IPC: G06Q10/06
CPC classification number: G06Q10/063116
Abstract: A system and method for forecasting shrinkage of employees is provided. According to one embodiment, scheduled shrinkage values are identified from a work schedule and stored in a data file. A command is received by a processor to predict shrinkage of employees for a future forecast period. Selection of the data file is received, and in response, the processor is configured to automatically populate shrinkage fields for the forecast period with the scheduled shrinkage values retrieved from the data file. According to one embodiment, the scheduled shrinkage values are set as the shrinkage values that are forecast for the forecast period. A work schedule of employees is the generated for the forecast period taking into account the forecast shrinkage values. According to one embodiment, the processor may also engage of automatic shrinkage forecasting based on analysis of historic shrinkage data.
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公开(公告)号：US09998599B2
公开(公告)日：2018-06-12
申请号：US15457761
申请日：2017-03-13
Inventor： Vadim Dymshyts , Vidas Placiakis , Nikolay I. Korolev , Herbert Willi Artur Ristock
CPC classification number: H04M3/5183 , H04L67/306 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2201/36 , H04M2203/403
Abstract: A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.
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公开(公告)号：US09823949B2
公开(公告)日：2017-11-21
申请号：US14754530
申请日：2015-06-29
Inventor： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC classification number: G06F9/5083 , G06Q10/00 , G06Q10/06316 , H04M3/523 , H04M2201/40 , H04M2203/2038 , H04M2203/556
Abstract: 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.
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公开(公告)号：US20160381222A1
公开(公告)日：2016-12-29
申请号：US14754484
申请日：2015-06-29
Inventor： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC classification number: H04M3/5191 , G06F9/48 , G06Q10/06316 , H04L29/08 , H04L67/1008 , H04L67/327 , H04M3/5175
Abstract: Systems and methods are shown for 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 to an agent based on order of priority or workflow strategy.
Abstract translation: 显示了系统和方法，用于根据最近的系统条件优先组织工作任务对象，不包括基于工作流策略或状态数据目前无法处理的对象，并根据优先级或工作流策略向代理呈现剩余对象。
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