公开(公告)号：US20080004945A1

公开(公告)日：2008-01-03

申请号：US11479056

申请日：2006-06-30

申请人： Joe Watson ,  James Gordon Nies ,  Damian Smith ,  Jamie Richard Williams

发明人： Joe Watson ,  James Gordon Nies ,  Damian Smith ,  Jamie Richard Williams

IPC分类号： G06F11/34

CPC分类号： G06Q30/02 ,  G06Q10/06398

摘要： Disclosed in various embodiments are various systems, methods, and programs embodied on a computer readable medium for automated scoring of interactions. In one embodiment, an example of a method is provided that comprises the steps of storing a plurality of interactions in a memory, wherein a plurality of interactive factors are memorialized for each of the interactions, each of the interactive factors comprising an aspect of the interaction. The method also comprises the steps of applying a plurality of rules to each of the interactions to identify a plurality of events in each of the interactions, each of the rules defining at least one event that is associated with at least one of the interactive factors of a respective one of the interactions, and, generating a score in the computer system for each of the interactions based upon the rules defining the at least one event occurring in each of the interactions, respectively. The method further comprises the step of ranking at least a subset of the interactions relative to each other based upon the scores generated for the interactions.

摘要翻译： 在各种实施例中公开的是在计算机可读介质上实现的用于自动评分交互的各种系统，方法和程序。 在一个实施例中，提供了一种方法的示例，其包括以下步骤：将多个交互存储在存储器中，其中为每个交互记录了多个交互因素，每个交互因素包括交互的一个方面 。 该方法还包括以下步骤：将多个规则应用于每个交互以识别每个交互中的多个事件，每个规则定义与至少一个交互因素相关联的至少一个事件 相应的一个交互，并且基于分别定义在每个交互中发生的至少一个事件的规则，在每个交互的计算机系统中生成分数。 该方法还包括基于为交互产生的得分而相对于彼此排列交互的至少一个子集的步骤。

公开(公告)号：US20080005588A1

公开(公告)日：2008-01-03

申请号：US11479841

申请日：2006-06-30

申请人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

发明人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

IPC分类号： H04L9/32 ,  H04L9/00 ,  G06F12/14 ,  G06F17/30 ,  G06K9/00 ,  H04K1/00 ,  G06F7/04 ,  G06F11/30 ,  H03M1/68 ,  H04N7/16

CPC分类号： G06F21/606 ,  G06F21/6218 ,  G06Q20/3829 ,  H04L9/083 ,  H04L9/0841

摘要： Systems and methods are disclosed for retrieving and playing back a secure, captured data in a customer center. In another embodiment, the method comprises: transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem; establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the retrieval component; transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data; receiving the electronic keys by the retrieval component; decrypting the stored, encrypted data using the electronic keys; and playing back the decrypted data.

摘要翻译： 公开了用于在客户中心中检索和回放安全的捕获的数据的系统和方法。 在另一个实施例中，该方法包括：通过检索组件发送请求以从记录子系统检索存储的加密数据; 在所述检索部件和所述记录子系统之间建立安全通信以检索所存储的加密数据; 通过检索组件接收存储的加密数据; 发送用于检索用于解密所存储的加密数据的电子密钥的请求; 通过检索部件接收电子钥匙; 使用电子密钥解密存储的加密数据; 并回放解密的数据。

公开(公告)号：US07769176B2

公开(公告)日：2010-08-03

申请号：US11479926

申请日：2006-06-30

申请人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

发明人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

IPC分类号： H04L9/00

CPC分类号： H04L63/0428 ,  G06Q20/3674 ,  H04L9/083 ,  H04L63/06 ,  H04L2209/60

摘要： Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

摘要翻译： 公开了用于在客户中心提供安全的捕获数据的系统和方法。 在一个实施例中，该方法包括：用记录系统捕获数据; 接收用于检索用于加密数据的电子密钥的请求; 响应于接收到所述请求，将所述电子密钥发送到所述记录系统; 使用电子密钥加密数据; 将电子密钥与加密数据相关联; 并将加密的数据存储在记录系统中。

公开(公告)号：US08290871B1

公开(公告)日：2012-10-16

申请号：US12769541

申请日：2010-04-28

申请人： Joe Watson ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Z. Dong ,  Damian Smith

发明人： Joe Watson ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Z. Dong ,  Damian Smith

IPC分类号： G06F21/00 ,  H04L9/32

CPC分类号： H04L63/0428 ,  G06Q20/3674 ,  H04L9/083 ,  H04L63/06 ,  H04L2209/60

摘要： Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

摘要翻译： 公开了用于在客户中心提供安全的捕获数据的系统和方法。 在一个实施例中，该方法包括：用记录系统捕获数据; 接收用于检索用于加密数据的电子密钥的请求; 响应于接收到所述请求，将所述电子密钥发送到所述记录系统; 使用电子密钥加密数据; 将电子密钥与加密数据相关联; 并将加密的数据存储在记录系统中。

公开(公告)号：US20080005569A1

公开(公告)日：2008-01-03

申请号：US11479926

申请日：2006-06-30

申请人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

发明人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

IPC分类号： H04L9/00

CPC分类号： H04L63/0428 ,  G06Q20/3674 ,  H04L9/083 ,  H04L63/06 ,  H04L2209/60

摘要： Systems and methods are disclosed for providing secure, captured data in a customer center. In one embodiment, the method comprises: capturing data with a recording system; receiving a request to retrieve electronic keys for encrypting the data; responsive to receiving the request, transmitting the electronic keys to the recording system; encrypting the data using the electronic keys; associating the electronic keys with the encrypted data; and storing the encrypted data in the recording system.

摘要翻译： 公开了用于在客户中心提供安全的捕获数据的系统和方法。 在一个实施例中，该方法包括：用记录系统捕获数据; 接收用于检索用于加密数据的电子密钥的请求; 响应于接收到所述请求，将所述电子密钥发送到所述记录系统; 使用电子密钥加密数据; 将电子密钥与加密数据相关联; 并将加密的数据存储在记录系统中。

公开(公告)号：US07853800B2

公开(公告)日：2010-12-14

申请号：US11479841

申请日：2006-06-30

申请人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

发明人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

IPC分类号： H04L9/32

CPC分类号： G06F21/606 ,  G06F21/6218 ,  G06Q20/3829 ,  H04L9/083 ,  H04L9/0841

摘要： Systems and methods are disclosed for retrieving and playing back a secure, captured data in a customer center. In another embodiment, the method comprises: transmitting a request by a retrieval component to retrieve stored, encrypted data from a recording subsystem; establishing a secure communication between the retrieval component and the recording subsystem to retrieve the stored, encrypted data; receiving the stored, encrypted data by the retrieval component; transmitting a request to retrieve electronic keys for decrypting the stored, encrypted data; receiving the electronic keys by the retrieval component; decrypting the stored, encrypted data using the electronic keys; and playing back the decrypted data.

摘要翻译： 公开了用于在客户中心中检索和回放安全的捕获的数据的系统和方法。 在另一个实施例中，该方法包括：通过检索组件发送请求以从记录子系统检索存储的加密数据; 在所述检索部件和所述记录子系统之间建立安全通信以检索所存储的加密数据; 通过检索组件接收存储的加密数据; 发送用于检索用于解密所存储的加密数据的电子密钥的请求; 通过检索部件接收电子钥匙; 使用电子密钥解密存储的加密数据; 并回放解密的数据。

公开(公告)号：US07848524B2

公开(公告)日：2010-12-07

申请号：US11479925

申请日：2006-06-30

申请人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

发明人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

IPC分类号： H04L9/00

CPC分类号： H04L9/083 ,  G06Q20/3674 ,  H04L63/06 ,  H04L63/08 ,  H04L63/166 ,  H04L2209/60

摘要： Systems and methods are disclosed for providing electronic keys that are used to encrypt and decrypt secure, captured data in a customer center. In one embodiment, the method comprises the steps of: establishing a secure communication over a network between the key management system and a retrieval component; transmitting a duplicate copy of at least one electronic key to a cache that is electrically coupled to the retrieval component; receiving a request to retrieve the electronic keys; and transmitting the retrieved electronic keys for decrypting the stored data.

摘要翻译： 公开了用于提供电子密钥的系统和方法，所述电子密钥用于加密和解密客户中心中的安全捕获数据。 在一个实施例中，该方法包括以下步骤：通过密钥管理系统和检索部件之间的网络建立安全通信; 将至少一个电子密钥的副本发送到电耦合到所述检索部件的高速缓存器; 接收检索电子钥匙的请求; 以及发送用于解密存储的数据的所检索的电子密钥。

公开(公告)号：US20080005568A1

公开(公告)日：2008-01-03

申请号：US11479925

申请日：2006-06-30

申请人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

发明人： Joe Watson ,  Damian Smith ,  Marc Calahan ,  Jamie Richard Williams ,  Thomas Dong

IPC分类号： H04L9/00

CPC分类号： H04L9/083 ,  G06Q20/3674 ,  H04L63/06 ,  H04L63/08 ,  H04L63/166 ,  H04L2209/60

摘要： Systems and methods are disclosed for providing electronic keys that are used to encrypt and decrypt secure, captured data in a customer center. In one embodiment, the method comprises the steps of: establishing a secure communication over a network between the key management system and a retrieval component; transmitting a duplicate copy of at least one electronic key to a cache that is electrically coupled to the retrieval component; receiving a request to retrieve the electronic keys; and transmitting the retrieved electronic keys for decrypting the stored data.

摘要翻译： 公开了用于提供电子密钥的系统和方法，所述电子密钥用于加密和解密客户中心中的安全捕获数据。 在一个实施例中，该方法包括以下步骤：通过密钥管理系统和检索部件之间的网络建立安全通信; 将至少一个电子密钥的副本发送到电耦合到所述检索部件的高速缓存器; 接收检索电子钥匙的请求; 以及发送用于解密存储的数据的所检索的电子密钥。

公开(公告)号：US20070195945A1

公开(公告)日：2007-08-23

申请号：US11540185

申请日：2006-09-29

申请人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

发明人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

IPC分类号： H04M3/00

CPC分类号： G06Q10/06 ,  G06Q10/06311 ,  G06Q10/0639 ,  G06Q10/06393 ,  G06Q10/06395 ,  G06Q10/06398 ,  G06Q50/20

摘要： Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method includes: receiving information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; scheduling a coaching meeting with the agent in order to address the condition; and scheduling training for the agent based, at least in part, on information obtained during the coaching meeting, the training being selected to address the condition; wherein the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training is integrated into a coaching session form

摘要翻译： 提供了促进联络中心辅导的系统和方法。 在这方面，代表性方法包括：接收对应于表示代理未满足预先建立的标准的条件的信息; 安排与代理人的指导会议，以解决问题; 以及至少部分地基于在所述辅导会议期间获得的信息来为所述代理进行调度训练，所述训练被选择以解决所述状况; 其中对应于条件的信息，与辅导会议相对应的信息以及与训练相对应的信息被整合到辅导会话形式

公开(公告)号：US20070198330A1

公开(公告)日：2007-08-23

申请号：US11540107

申请日：2006-09-29

申请人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

发明人： Shmuel Korenblit ,  James Gordon Nies ,  Ari Volcoff ,  Damian Smith

IPC分类号： H04M3/51

CPC分类号： H04M3/5175 ,  G06Q10/06316 ,  G06Q10/06393 ,  G06Q10/06398 ,  H04M3/2227

摘要： Systems and methods for facilitating contact center coaching are provided. In this regard, a representative integrated contact center system incorporates a workforce manager, a quality monitor, and a coaching system. The workforce manager includes a scheduler. The quality monitor is configured to provide, to the scheduler, at least one quality goal for a work period of an agent and at least one quality score for the agent. The coaching system is configured to communicate with the workforce manager, the coaching system being operative to: receive information, from the quality manager, corresponding to a condition indicating that the agent is failing to meet pre-established criteria; schedule a coaching meeting with the agent in order to address the condition; and integrate the information corresponding to the condition into a coaching session form.

摘要翻译： 提供了促进联络中心辅导的系统和方法。 在这方面，一个具有代表性的综合联络中心系统包括一个劳动力经理，一个质量监督和一个辅导系统。 劳动力经理包括一个调度程序。 质量监视器被配置为向调度器提供代理的工作周期的至少一个质量目标和代理的至少一个质量得分。 教练系统被配置为与劳动力管理者通信，辅导系统可操作以：从质量管理器接收与指示代理未能满足预先确定的标准的条件相对应的信息; 安排与代理人进行教练会议以解决问题; 并将与该条件相对应的信息整合到辅导会话表单中。