-
公开(公告)号：US20170300499A1
公开(公告)日：2017-10-19
申请号：US15133188
申请日：2016-04-19
Inventor： Amir Lev-Tov , Tamir Tapuhi , Avraham Faizakof , David Konig , Yochai Konig
IPC: G06F17/30 , G06F17/24 , G06F17/21 , G06F3/0481
CPC classification number: G06F16/3347 , G06F3/0482 , G06F16/3329 , G06F16/34 , G06F17/243
Abstract: A method includes: receiving, by a processor, a question including text; identifying, by the processor, one or more identified topics from a plurality of tracked topics tracked by an analytics system in accordance with the text of the question, the analytics system being configured to perform analytics on a plurality of interactions with a plurality of agents of a contact center; outputting, by the processor, the one or more identified topics; associating, by the processor, one or more selected topics with the question, the selected topics one or more of the identified topics; adding, by the processor, the question and the selected topics to the evaluation form; and outputting the evaluation form.
-
公开(公告)号：US20150381807A1
公开(公告)日：2015-12-31
申请号：US14320237
申请日：2014-06-30
Inventor： Yochai Konig , Herbert Willi Artur Ristock , David Konig
CPC classification number: H04M3/5233 , G06Q10/063112 , H04M2203/402
Abstract: A method for generating an agent work schedule includes: analyzing, on a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analyzing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness.
Abstract translation: 一种用于生成代理工作时间表的方法包括：在处理器上分析与多个联络中心代理程序的多个记录的交互，以便基于第一多个交互原因和多个交互分辨率状态对记录的交互进行分类; 在处理器上分析分类记录的相互作用以计算多个代理的代理的代理效力，其中代理效力对应于第一交互原因的交互原因; 在处理器上预测联络中心代理商第一时间处理根据交互原因分类的交互的需求; 以及基于所预测的需求和所计算的代理有效性，在所述处理器上生成所述第一时间段的所述代理工作时间表。
-
公开(公告)号：US20190245975A1
公开(公告)日：2019-08-08
申请号：US16389745
申请日：2019-04-19
Inventor： Yochai Konig , David Konig
CPC classification number: H04M3/5175 , G06F17/2785 , H04L51/02 , H04M3/5183 , H04M7/0045 , H04M2203/401 , H04M2203/403
Abstract: A method for automated quality management of agents of a contact center includes: selecting, by a processor, a topic for interacting with a human agent of the contact center; identifying, by the processor, a dialog tree associated with the selected topic; and engaging, by the processor, in an automated communication session with the human agent based on the identified dialog tree, wherein the engaging of the automated communication session includes: receiving, by the processor, an agent input; identifying, by the processor, a current node of the dialog tree associated with the agent input; selecting, by the processor, an automated phrase to be output in response to identifying the current node; and outputting, by the processor, the automated phrase.
-
公开(公告)号：US10116799B2
公开(公告)日：2018-10-30
申请号：US14320237
申请日：2014-06-30
Inventor： Yochai Konig , Herbert Willi Artur Ristock , David Konig
Abstract: A method for generating an agent work schedule includes: analyzing, on a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analyzing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness.
-
公开(公告)号：US20180096617A1
公开(公告)日：2018-04-05
申请号：US15282963
申请日：2016-09-30
Inventor： Tamir Tapuhi , Amir Lev-Tov , Avraham Faizakof , David Konig , Yochai Konig
CPC classification number: G09B7/00 , G06Q10/0639
Abstract: A method for automatically calculating an overall evaluation score of an interaction includes: receiving, by a processor, an evaluation form, the evaluation form comprising a plurality of automatic questions and a plurality of manual questions; automatically extracting, by a processor, a set of features from the interaction, the set of features comprising answers to the automatic questions without manually generated answers to the manual questions; and computing an overall evaluation score based on the set of features.
-
Patent Agency Ranking
公开(公告)号：US10902737B2
公开(公告)日：2021-01-26
申请号：US15282963
申请日：2016-09-30
Inventor： Tamir Tapuhi , Amir Lev-Tov , Avraham Faizakof , David Konig , Yochai Konig
Abstract: A method for automatically calculating an overall evaluation score of an interaction includes: receiving, by a processor, an evaluation form, the evaluation form comprising a plurality of automatic questions and a plurality of manual questions; automatically extracting, by a processor, a set of features from the interaction, the set of features comprising answers to the automatic questions without manually generated answers to the manual questions; and computing an overall evaluation score based on the set of features.
-
公开(公告)号：US10896395B2
公开(公告)日：2021-01-19
申请号：US15282897
申请日：2016-09-30
Inventor： Amir Lev-Tov , Tamir Tapuhi , Avraham Faizakof , David Konig , Yochai Konig
Abstract: A method includes: receiving, by a processor, an evaluation form including a plurality of evaluation questions; receiving, by the processor, an interaction to be evaluated by the evaluation form; selecting, by the processor, an evaluation question of the evaluation form, the evaluation question including a rule associated with one or more topics, each of the topics including one or more words or phrases; searching, by the processor, the interaction for the one or more topics of the rule in accordance with the presence of one or more words or phrases in the interaction to generate a search result; calculating, by the processor, an answer to the evaluation question in accordance with the rule and the search result; and outputting, by the processor, the calculated answer to the evaluation question of the evaluation form.
-
公开(公告)号：US10582057B2
公开(公告)日：2020-03-03
申请号：US16389745
申请日：2019-04-19
Inventor： Yochai Konig , David Konig
Abstract: A method for automated quality management of agents of a contact center includes: selecting, by a processor, a topic for interacting with a human agent of the contact center; identifying, by the processor, a dialog tree associated with the selected topic; and engaging, by the processor, in an automated communication session with the human agent based on the identified dialog tree, wherein the engaging of the automated communication session includes: receiving, by the processor, an agent input; identifying, by the processor, a current node of the dialog tree associated with the agent input; selecting, by the processor, an automated phrase to be output in response to identifying the current node; and outputting, by the processor, the automated phrase.
-
公开(公告)号：US20190058793A1
公开(公告)日：2019-02-21
申请号：US15677927
申请日：2017-08-15
Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC
Inventor： Yochai Konig , David Konig
Abstract: A method for automated quality management of agents of a contact center includes: selecting, by a processor, a topic for interacting with a human agent of the contact center; identifying, by the processor, a dialog tree associated with the selected topic; and engaging, by the processor, in an automated communication session with the human agent based on the identified dialog tree, wherein the engaging of the automated communication session includes: receiving, by the processor, an agent input; identifying, by the processor, a current node of the dialog tree associated with the agent input; selecting, by the processor, an automated phrase to be output in response to identifying the current node; and outputting, by the processor, the automated phrase.
-
公开(公告)号：US20180096278A1
公开(公告)日：2018-04-05
申请号：US15282897
申请日：2016-09-30
Inventor： Amir Lev-Tov , Tamir Tapuhi , Avraham Faizakof , David Konig , Yochai Konig
CPC classification number: G06Q10/06395 , G06F16/9535 , G06Q10/1095 , G10L15/22 , G10L2015/228
Abstract: A method includes: receiving, by a processor, an evaluation form including a plurality of evaluation questions; receiving, by the processor, an interaction to be evaluated by the evaluation form; selecting, by the processor, an evaluation question of the evaluation form, the evaluation question including a rule associated with one or more topics, each of the topics including one or more words or phrases; searching, by the processor, the interaction for the one or more topics of the rule in accordance with the presence of one or more words or phrases in the interaction to generate a search result; calculating, by the processor, an answer to the evaluation question in accordance with the rule and the search result; and outputting, by the processor, the calculated answer to the evaluation question of the evaluation form.
-
-
-
-
-
-
-
-
-
Search Results
10
records
(took 0.022 seconds)
