公开(公告)号：US10142477B2

公开(公告)日：2018-11-27

申请号：US15351401

申请日：2016-11-14

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Alex Khodorenko ,  Vladimir Pimtchenkov ,  Sergey B. Belov ,  Yevgeniy Petrovykh ,  Patrick Mackey ,  Arne Stoertenbecker

IPC分类号： H04M3/523 ,  H04L29/08 ,  H04L12/58 ,  H04M3/42 ,  H04M3/51

摘要： A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

公开(公告)号：US09497289B2

公开(公告)日：2016-11-15

申请号：US13708915

申请日：2012-12-07

申请人： Genesys Telecommunications Laboratories, Inc.

发明人： Alex Khodorenko ,  Vladimir Pimtchenkov ,  Sergey B. Belov ,  Yevgeniy Petrovykh ,  Patrick Mackey

IPC分类号： G06F15/16 ,  H04L29/08

CPC分类号： H04M3/5232 ,  H04L51/32 ,  H04L67/306 ,  H04L67/325 ,  H04M3/42068 ,  H04M3/5191

摘要： A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

摘要翻译： 一种用于在联络中心处理交互的优先级的方法，所述方法包括：识别要优先处理的交互; 识别与交互相关联的人; 识别与交互相关联的人的影响级别; 并且基于与交互相关联的人的影响级别来优先处理交互。