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公开(公告)号：US09137373B2
公开(公告)日：2015-09-15
申请号：US14518423
申请日：2014-10-20
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a personality type of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the personality type prediction and historical customer data.
摘要翻译： 本文描述的方法，装置和系统被设计为将客户通信路由到最佳代理或最佳可用代理。 所述方法包括接收客户通信，预测与客户通信相关联的客户的个性类型，以及提供基于个性类型预测和历史客户数据将客户路由到代理的路由推荐。
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公开(公告)号：US09106748B2
公开(公告)日：2015-08-11
申请号：US13903559
申请日：2013-05-28
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.
摘要翻译： 这里描述的方法，装置和系统有助于优化路由决策。 这些方法包括检索和/或预测当前客户和未来客户的配置文件，确定当前可用的代理和预期哪些代理可用，以及基于当前客户的简档检索或预测提供路由推荐，以及 未来的客户，以及当前可用的代理商和预期的可用代理人对处理客户的检索和/或预测配置文件的熟练程度。
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公开(公告)号：US10218850B2
公开(公告)日：2019-02-26
申请号：US15922473
申请日：2018-03-15
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
摘要： The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include identifying origination data for a customer contacting a contact center with a customer task, determining a predicted personality type of the customer based on the identified origination data and a customer profile, providing a routing recommendation to a communication distributor to route the customer to an agent based on the predicted personality type of the customer and historical customer data, routing the customer via the communication distributor to the agent based on the routing recommendation, and updating the customer profile.
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公开(公告)号：US09936075B2
公开(公告)日：2018-04-03
申请号：US15425803
申请日：2017-02-06
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, monitoring real-time agent performance data and modifying a predetermined work threshold based on the real-time agent performance data, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data for agents who have not exceeded the predetermined work threshold.
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公开(公告)号：US09083804B2
公开(公告)日：2015-07-14
申请号：US14049008
申请日：2013-10-08
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.
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公开(公告)号：US09667795B2
公开(公告)日：2017-05-30
申请号：US15211955
申请日：2016-07-15
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein facilitate dynamic occupancy routing decisions. The methods include predicting a likelihood, based on day or time of day, that a customer having a retrieved or predicted profile is expected to initiate a customer communication; receiving, by one or more processors, the customer communication; providing a list of currently available agents and expected available agents, wherein the currently available agents are selected by excluding agents that (i) exceed a predetermined work threshold; and (ii) have exceeded a predetermined occupancy level; providing a routing recommendation to a communication distributor based on the predicted likelihood that the customer will initiate the customer communication on a day or at a time of day, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted profile; and routing the customer communication via the communication distributor to an agent based on the recommendation.
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公开(公告)号：US09565312B2
公开(公告)日：2017-02-07
申请号：US14818082
申请日：2015-08-04
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a demographic profile of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data.
摘要翻译： 本文描述的方法，装置和系统被设计为将客户通信路由到最佳代理或最佳可用代理。 所述方法包括接收客户通信，预测与客户通信相关联的客户的人口统计特征，以及提供基于预测和历史客户数据将客户路由到代理的路由建议。
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公开(公告)号：US09398157B2
公开(公告)日：2016-07-19
申请号：US14793144
申请日：2015-07-07
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.
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公开(公告)号：US10084918B2
公开(公告)日：2018-09-25
申请号：US15844010
申请日：2017-12-15
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Gates , William Skeen , Brendan Joyce , Christopher Danson
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving a communication from a customer; retrieving or predicting a first profile of the customer; returning a list of currently available agents and expected available agents, wherein the currently available agents exclude agents that exceed a predetermined work threshold; determining, for each currently available agent and each expected available agent, a proficiency score for handling a customer with the first profile; determining that an expected available agent has a higher proficiency score than a currently available agent; and providing a routing recommendation based on the determined higher proficiency score that will route the customer communication via a communication distributor to the expected available agent.
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公开(公告)号：US09848085B2
公开(公告)日：2017-12-19
申请号：US15476621
申请日：2017-03-31
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving the customer communication; retrieving or predicting a first profile of a customer associated with a customer communication, wherein the retrieved or predicted profile includes a customer satisfaction score; predicting a second profile of a future customer; providing a list of currently available and expected available agents, wherein the currently available agents are selected by including only agents that exceed a predetermined work threshold based on an average customer satisfaction score determined over a selected time period; providing a routing recommendation to a communication distributor based on the retrieved or predicted first profile, the predicted second profile, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted first and second profiles, wherein the communication distributor routes the communication to an agent based on the routing recommendation.
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