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公开(公告)号：US20180176379A1
公开(公告)日：2018-06-21
申请号：US15898476
申请日：2018-02-17
CPC分类号： H04M3/5232 , H04M3/5141 , H04M3/523 , H04M3/5233
摘要： 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.
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公开(公告)号：US09986096B2
公开(公告)日：2018-05-29
申请号：US15242116
申请日：2016-08-19
CPC分类号： H04M3/5231 , H04M3/5232 , H04M3/5237
摘要： A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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公开(公告)号：US20180054525A1
公开(公告)日：2018-02-22
申请号：US15242116
申请日：2016-08-19
CPC分类号： H04M3/5231 , H04M3/5232 , H04M3/5237
摘要： A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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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
发明人： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC分类号： G06F9/5083 , G06Q10/00 , G06Q10/06316 , H04M3/523 , H04M2201/40 , H04M2203/2038 , H04M2203/556
摘要： 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
发明人： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC分类号： H04M3/5191 , G06F9/48 , G06Q10/06316 , H04L29/08 , H04L67/1008 , H04L67/327 , H04M3/5175
摘要： 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.
摘要翻译： 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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公开(公告)号：US10291781B2
公开(公告)日：2019-05-14
申请号：US15898476
申请日：2018-02-17
摘要： 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.
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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
CPC分类号： H04M3/5233 , H04M3/5175 , H04M3/53333 , H04M2203/2077 , H04M2203/401 , H04M2203/402 , H04M2203/403
摘要： 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：US20160378569A1
公开(公告)日：2016-12-29
申请号：US14754530
申请日：2015-06-29
发明人： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
CPC分类号： G06F9/5083 , G06Q10/00 , G06Q10/06316 , H04M3/523 , H04M2201/40 , H04M2203/2038 , H04M2203/556
摘要： 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.
摘要翻译： 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：US11140269B2
公开(公告)日：2021-10-05
申请号：US16805449
申请日：2020-02-28
发明人： Vitaly Y. Barinov , Vitaliy Teryoshin , Yevgeniy Petrovykh , Arnaud Lejeune , Herbert Willi Artur Ristock
摘要： A method for routing interactions arriving at a contact center. The method may include: providing a cost schedule for the interactions that includes a classifier in which categories of interaction types are defined and a cost value corresponding to each of the interaction types; providing a capacity value for agents; and routing the interactions in accordance with a routing process. The routing process may include: receiving the first interaction; pursuant to the classifier, classifying the first interaction as being a first interaction type; determining the cost value of the first interaction as being the cost value corresponding to the first interaction type in the cost schedule; calculating for each of the agents an available capacity; and routing the first interaction to a first agent based on the available capacity of the first agent being sufficient given the cost value.
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公开(公告)号：US20180124122A1
公开(公告)日：2018-05-03
申请号：US15852665
申请日：2017-12-22
IPC分类号： H04L29/06 , H04L12/721
CPC分类号： H04L65/1043 , H04L45/34 , H04L65/1096
摘要： An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.
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