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    Grouping of contact center agents
    1.
    发明授权
    Grouping of contact center agents 有权
    分组联络中心代理

    公开(公告)号：US08488772B2

    公开(公告)日：2013-07-16

    申请号：US13115657

    申请日：2011-05-25

    申请人： Luciano Godoy Fagundes ,  Tommy Moran ,  Veeranna A. Yamanappa ,  Mohammad Khan ,  Dhaval Desai ,  Joylee E. Kohler ,  Andrew D. Flockhart ,  Robert C. Steiner

    发明人： Luciano Godoy Fagundes ,  Tommy Moran ,  Veeranna A. Yamanappa ,  Mohammad Khan ,  Dhaval Desai ,  Joylee E. Kohler ,  Andrew D. Flockhart ,  Robert C. Steiner

    IPC分类号： H04M3/00 ,  H04M5/00

    CPC分类号： H04M3/523 ,  G06Q10/06

    摘要： Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.

    摘要翻译： 通过定义要判断代理的性能指标，并通过将其实际性能数据与定义的性能度量进行比较，为多个代理中的每一个生成评估分数来动态分组联络中心中的代理。 基于他们的绩效分数，代理被分配到组。 这提供了根据与用户指定的性能指标相关的实际代理性能生成报告和路由联系人的功能。 可以实时调整组的大小，以考虑到具有不同要求的实际或预期的联系人数，并且可以根据其评估分数的排名，在调整大小的组中重新分配代理人。

    GROUPING OF CONTACT CENTER AGENTS
    2.
    发明申请
    GROUPING OF CONTACT CENTER AGENTS 有权
    联络中心代理分组

    公开(公告)号：US20120300920A1

    公开(公告)日：2012-11-29

    申请号：US13115657

    申请日：2011-05-25

    申请人： Luciano Godoy Fagundes ,  Tommy Moran ,  Veeranna A. Yamanappa ,  Mohammad Khan ,  Dhaval Desai ,  Joylee E. Kohler ,  Andrew D. Flockhart ,  Robert C. Steiner

    发明人： Luciano Godoy Fagundes ,  Tommy Moran ,  Veeranna A. Yamanappa ,  Mohammad Khan ,  Dhaval Desai ,  Joylee E. Kohler ,  Andrew D. Flockhart ,  Robert C. Steiner

    IPC分类号： H04M3/36

    CPC分类号： H04M3/523 ,  G06Q10/06

    摘要： Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.

    摘要翻译： 通过定义要判断代理的性能指标，并通过将其实际性能数据与定义的性能度量进行比较，为多个代理中的每一个生成评估分数来动态分组联络中心中的代理。 基于他们的绩效分数，代理被分配到组。 这提供了根据与用户指定的性能指标相关的实际代理性能生成报告和路由联系人的功能。 可以实时调整组的大小，以考虑到具有不同要求的实际或预期的联系人数，并且可以根据其评估分数的排名，在调整大小的组中重新分配代理人。

    SYSTEM AND METHOD FOR ANALYZING CONTACT CENTER METRICS FOR A HETEROGENEOUS CONTACT CENTER
    3.
    发明申请
    SYSTEM AND METHOD FOR ANALYZING CONTACT CENTER METRICS FOR A HETEROGENEOUS CONTACT CENTER 审中-公开
    用于异质接触中心分析接触中心量度的系统和方法

    公开(公告)号：US20130041838A1

    公开(公告)日：2013-02-14

    申请号：US13207502

    申请日：2011-08-11

    申请人： Luciano Godoy Fagundes ,  Thomas J. Moran ,  Veeranna A. Yamanappa ,  Mohammad Khan ,  Dhaval Desai ,  Joylee E. Kohler

    发明人： Luciano Godoy Fagundes ,  Thomas J. Moran ,  Veeranna A. Yamanappa ,  Mohammad Khan ,  Dhaval Desai ,  Joylee E. Kohler

    IPC分类号： G06Q30/00 ,  G06N7/02

    CPC分类号： G06Q30/02

    摘要： Provided herein is a system and method to produce a composite rating using context information. The method may include: measuring a first and a second metric in a first and a second context respectively, to provide a first and a second contextual measurement, respectively; transforming the first contextual measurement to a first plurality of semantic context values by use of a first plurality of pertaining functions; transforming the second contextual measurement to a second plurality of semantic context values by use of a second plurality of pertaining functions; combining one or more of the first plurality of semantic context values and one or more of the second plurality of semantic context values, by use of one or more fuzzy logic rules, to produce a plurality of semantic distributions; and calculating a centroid of a merger of the plurality of semantic distributions in order to produce the composite rating.

    摘要翻译： 本文提供了使用上下文信息来产生复合评级的系统和方法。 该方法可以包括：分别测量第一和第二上下文中的第一和第二度量，以分别提供第一和第二情境测量; 通过使用第一多个相关函数将第一上下文测量转换为第一多个语义上下文值; 通过使用第二多个相关功能将第二上下文测量转换为第二多个语义上下文值; 通过使用一个或多个模糊逻辑规则来组合所述第一多个语义上下文值中的一个或多个和所述第二多个语义上下文值中的一个或多个，以产生多个语义分布; 以及计算所述多个语义分布的合并的质心以产生所述复合评级。

    System and method for delivering a contact to a preferred agent after a set wait period
    4.
    发明授权
    System and method for delivering a contact to a preferred agent after a set wait period 有权
    在设定的等待期之后将联系人传递给优选代理的系统和方法

    公开(公告)号：US08913736B2

    公开(公告)日：2014-12-16

    申请号：US13204366

    申请日：2011-08-05

    申请人： Joylee E. Kohler ,  Dhaval Desai ,  Luciano Godoy Fagundes ,  Mohammad Khan ,  Tommy Moran ,  Veeranna Angadageri Yamanappa

    发明人： Joylee E. Kohler ,  Dhaval Desai ,  Luciano Godoy Fagundes ,  Mohammad Khan ,  Tommy Moran ,  Veeranna Angadageri Yamanappa

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

    CPC分类号： H04M3/5238 ,  H04M3/523

    摘要： A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.

    摘要翻译： 提供了一种向未分化代理分配联系人的方法，包括：使用至少一个代理属性来描述基本上每个未分化代理以产生一组代理属性值; 使用至少一个联系人属性来描述联系人以产生一组联系人属性值; 将代理和联系人属性值的集合相关联以产生至少一个优选代理; 确定所述至少一个优选代理中的每一个的预期等待时间以产生一组预期等待时间; 确定接触的等待容限; 如果至少一个优选代理的预期等待时间小于等待容限，则将联系人分配给至少一个优选代理; 并且如果所述至少一个优选代理的预期等待时间大于等待容限，则将该联系人分配给未分化代理。

    SYSTEM AND METHOD FOR DELIVERING A CONTACT TO A PREFERRED AGENT AFTER A SET WAIT PERIOD
    5.
    发明申请
    SYSTEM AND METHOD FOR DELIVERING A CONTACT TO A PREFERRED AGENT AFTER A SET WAIT PERIOD 有权
    在设置等待时间后将优先代理人联系的系统和方法

    公开(公告)号：US20120183131A1

    公开(公告)日：2012-07-19

    申请号：US13204366

    申请日：2011-08-05

    申请人： Joylee E. Kohler ,  Dhaval Desai ,  Luciano Godoy Fagundes ,  Mohammad Khan ,  Tommy Moran ,  Veeranna Angadageri Yamanappa

    发明人： Joylee E. Kohler ,  Dhaval Desai ,  Luciano Godoy Fagundes ,  Mohammad Khan ,  Tommy Moran ,  Veeranna Angadageri Yamanappa

    IPC分类号： H04M3/00

    CPC分类号： H04M3/5238 ,  H04M3/523

    摘要： A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.

    摘要翻译： 提供了一种向未分化代理分配联系人的方法，包括：使用至少一个代理属性来描述基本上每个未分化代理以产生一组代理属性值; 使用至少一个联系人属性来描述联系人以产生一组联系人属性值; 将代理和联系人属性值的集合相关联以产生至少一个优选代理; 确定所述至少一个优选代理中的每一个的预期等待时间以产生一组预期等待时间; 确定接触的等待容限; 如果至少一个优选代理的预期等待时间小于等待容限，则将联系人分配给至少一个优选代理; 并且如果所述至少一个优选代理的预期等待时间大于等待容限，则将该联系人分配给未分化代理。

    SYSTEM AND METHOD FOR CONTEXT-SENSITIVE ADDRESS BOOK
    6.
    发明申请
    SYSTEM AND METHOD FOR CONTEXT-SENSITIVE ADDRESS BOOK 审中-公开
    用于语境敏感地址簿的系统和方法

    公开(公告)号：US20130254233A1

    公开(公告)日：2013-09-26

    申请号：US13424407

    申请日：2012-03-20

    申请人： Luciano Godoy Fagundes ,  Thomas J. Moran ,  Dhaval Desai ,  Joylee E. Kohler

    发明人： Luciano Godoy Fagundes ,  Thomas J. Moran ,  Dhaval Desai ,  Joylee E. Kohler

    IPC分类号： G06F17/30

    CPC分类号： G06F16/9537

    摘要： System and method to provide a self-organizing, context aware address book, the method including: receiving sensor data about a status of a user; receiving external data about a status of predetermined contacts of the user; data mining the external data based upon the sensor data and entries within the address book; calculating a respective likelihood value to at least a portion of the entries within the address book; determining a prominence for the portion of entries within the address book; and displaying the portion of entries within the address book with the prominence.

    摘要翻译： 提供自组织的上下文感知地址簿的系统和方法，所述方法包括：接收关于用户状态的传感器数据; 接收关于用户的预定联系人的状态的外部数据; 基于传感器数据和地址簿内的条目数据挖掘外部数据; 向所述地址簿内的所述条目的至少一部分计算各自的似然值; 确定地址簿中条目部分的突出部分; 并显示地址簿内的条目部分。