公开(公告)号：US09912816B2

公开(公告)日：2018-03-06

申请号：US13689750

申请日：2012-11-29

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Herbert Willi Artur Ristock ,  Bob Pigott ,  Adam Rosen

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06Q10/06

CPC分类号： H04M3/5234 ,  G06Q10/063112 ,  H04M3/523 ,  H04M2203/402

摘要： A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.

公开(公告)号：US20140177821A1

公开(公告)日：2014-06-26

申请号：US13689753

申请日：2012-11-30

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Herbert Willi Artur Ristock ,  Bob Pigott ,  Adam Rosen

IPC分类号： H04M3/523

CPC分类号： H04M3/5238 ,  G06Q10/0631

摘要： Embodiments of the present invention are directed to a method for assessing impact of a rule change in a contact center. The method includes configuring one or more parameters of the rule; receiving a command to assess the rule; retrieving a log of past interactions between end users and the contact center, wherein the log of past interactions reflects interactions prior to deployment of the rule; processing one or more of the past interactions based on the rule; simulating an outcome of the one or more past interactions; and deploying the rule or not to a rules engine based on the simulating.

摘要翻译： 本发明的实施例涉及一种用于评估联络中心中的规则改变的影响的方法。 该方法包括配置规则的一个或多个参数; 接受评估规则的命令; 检索最终用户和联络中心之间的过去交互的日志，其中过去交互的日志在部署规则之前反映交互; 根据规则处理一个或多个过去的交互; 模拟一个或多个过去互动的结果; 并基于模拟将规则部署到规则引擎。

公开(公告)号：US10298766B2

公开(公告)日：2019-05-21

申请号：US15912434

申请日：2018-03-05

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Herbert Willi Artur Ristock ,  Bob Pigott ,  Adam Rosen

IPC分类号： H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06Q10/06

摘要： A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.

公开(公告)号：US20180198917A1

公开(公告)日：2018-07-12

申请号：US15912434

申请日：2018-03-05

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Herbert Willi Artur Ristock ,  Bob Pigott ,  Adam Rosen

IPC分类号： H04M3/523 ,  G06Q10/06

CPC分类号： H04M3/5234 ,  G06Q10/063112 ,  H04M3/523 ,  H04M2203/402

摘要： A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.

公开(公告)号：US08767947B1

公开(公告)日：2014-07-01

申请号：US13689753

申请日：2012-11-30

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Herbert Willi Artur Ristock ,  Bob Pigott ,  Adam Rosen

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5238 ,  G06Q10/0631

摘要： Embodiments of the present invention are directed to a method for assessing impact of a rule change in a contact center. The method includes configuring one or more parameters of the rule; receiving a command to assess the rule; retrieving a log of past interactions between end users and the contact center, wherein the log of past interactions reflects interactions prior to deployment of the rule; processing one or more of the past interactions based on the rule; simulating an outcome of the one or more past interactions; and deploying the rule or not to a rules engine based on the simulating.

摘要翻译： 本发明的实施例涉及一种用于评估联络中心中的规则改变的影响的方法。 该方法包括配置规则的一个或多个参数; 接受评估规则的命令; 检索最终用户和联络中心之间的过去交互的日志，其中过去交互的日志在部署规则之前反映交互; 根据规则处理一个或多个过去的交互; 模拟一个或多个过去互动的结果; 并基于模拟将规则部署到规则引擎。

公开(公告)号：US20140146961A1

公开(公告)日：2014-05-29

申请号：US13689750

申请日：2012-11-29

申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

发明人： Herbert Willi Artur Ristock ,  Bob Pigott ,  Adam Rosen

IPC分类号： H04M3/523

CPC分类号： H04M3/5234 ,  G06Q10/063112 ,  H04M3/523 ,  H04M2203/402

摘要： A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.

摘要翻译： 用于联络中心的工作负载分配的方法包括基于所分配的分配标准来识别用于分发的工作项目; 识别用于路由工作项的目标; 确定目标的可用性; 响应于确定所述目标可用，向所述路由服务器发送所述工作项的路由请求，并且响应于所述请求，所述路由服务器被配置为独立地确定所述工作项的可用性以将所述工作项路由到 目标; 并且响应于确定所述目标不可用，避免将所述工作项的路由请求发送到所述路由服务器。