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1.发明授权Call flow framework for consistent troubleshooting across multiple vendors and locations 有权呼叫流程框架，用于跨多个供应商和位置进行一致的故障排除公开(公告)号：US08031858B2
公开(公告)日：2011-10-04
申请号：US11950160
申请日：2007-12-04
CPC分类号： H04M3/51 , H04M2203/357
摘要： A call flow guidance system helps a call center agent navigate the maze of complex call flows that apply to an enormous spectrum of caller issues, and further improves adoption rates and training timelines for the call center agents. Through the system, call center agents easily navigate multiple call flows and view information tailored to improve average handle time (AHT) and first call resolution (FCR). The system provides dynamic content attached to call flows and improve call flow navigation by implementing links that bridge nodes between display sections of a particular call flow and links that cross from one call flow to another.
摘要翻译： 呼叫流引导系统帮助呼叫中心代理在适用于呼叫者问题的大量呼叫的复杂呼叫流中迷宫，进一步提高呼叫中心代理的采用率和训练时间线。 通过系统，呼叫中心代理可轻松浏览多个呼叫流，并查看量身定制的信息，以提高平均处理时间（AHT）和第一呼叫解析（FCR）。 该系统提供附加到呼叫流的动态内容，并通过实现将特定呼叫流的显示部分之间的节点与从一个呼叫流交叉的链路之间的节点进行桥接来改善呼叫流导航。
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2.发明申请CALL FLOW FRAMEWORK FOR CONSISTENT TROUBLESHOOTING ACROSS MULTIPLE VENDORS AND LOCATIONS 有权通过多台供应商和地点进行一致的故障排除的呼叫流程框架公开(公告)号：US20090141868A1
公开(公告)日：2009-06-04
申请号：US11950160
申请日：2007-12-04
IPC分类号： H04M3/22
CPC分类号： H04M3/51 , H04M2203/357
摘要： A call flow guidance system helps a call center agent navigate the maze of complex call flows that apply to an enormous spectrum of caller issues, and further improves adoption rates and training timelines for the call center agents. Through the system, call center agents easily navigate multiple call flows and view information tailored to improve average handle time (AHT) and first call resolution (FCR). The system provides dynamic content attached to call flows and improve call flow navigation by implementing links that bridge nodes between display sections of a particular call flow and links that cross from one call flow to another.
摘要翻译： 呼叫流引导系统帮助呼叫中心代理在适用于呼叫者问题的大量呼叫的复杂呼叫流中迷宫，进一步提高呼叫中心代理的采用率和训练时间线。 通过系统，呼叫中心代理可轻松浏览多个呼叫流，并查看量身定制的信息，以提高平均处理时间（AHT）和第一呼叫解析（FCR）。 该系统提供附加到呼叫流的动态内容，并通过实现将特定呼叫流的显示部分之间的节点与从一个呼叫流交叉的链路之间的节点进行桥接来改善呼叫流导航。
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