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公开(公告)号：US08670551B2
公开(公告)日：2014-03-11
申请号：US13408830
申请日：2012-02-29
申请人： Onkar Birk , Jeff Chu , Barrett Davis , Rodney A. Thomson , Brian J. Reynolds
发明人： Onkar Birk , Jeff Chu , Barrett Davis , Rodney A. Thomson , Brian J. Reynolds
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , H04M3/5175 , H04M2201/42
摘要： Methods and systems for providing a graphical depiction of a communication system incorporating multiple call centers distributed around the globe are provided. The user interface can present the graphical depiction in two or three dimensions. In addition, the user interface can provide a view of details concerning the performance of communication system components or events affecting the performance of such components, and can enable a supervisor to manipulate contact center parameters.
摘要翻译： 提供了用于提供包括分布在全球各地的多个呼叫中心的通信系统的图形描绘的方法和系统。 用户界面可以在两个或三个维度上呈现图形描述。 此外，用户界面可以提供关于通信系统组件的性能或影响这些组件的性能的事件的细节的视图，并且可以使主管能够操纵联络中心参数。
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公开(公告)号：US20130223613A1
公开(公告)日：2013-08-29
申请号：US13408830
申请日：2012-02-29
申请人： Onkar Birk , Jeff Chu , Barrett Davis , Rodney A. Thomson , Brian J. Reynolds
发明人： Onkar Birk , Jeff Chu , Barrett Davis , Rodney A. Thomson , Brian J. Reynolds
IPC分类号： H04M3/22
CPC分类号： H04M3/5237 , H04M3/5175 , H04M2201/42
摘要： Methods and systems for providing a graphical depiction of a communication system incorporating multiple call centers distributed around the globe are provided. The user interface can present the graphical depiction in two or three dimensions. In addition, the user interface can provide a view of details concerning the performance of communication system components or events affecting the performance of such components, and can enable a supervisor to manipulate contact center parameters.
摘要翻译： 提供了用于提供包括分布在全球各地的多个呼叫中心的通信系统的图形描绘的方法和系统。 用户界面可以在两个或三个维度上呈现图形描述。 此外，用户界面可以提供关于通信系统组件的性能或影响这些组件的性能的事件的细节的视图，并且可以使主管能够操纵联络中心参数。
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公开(公告)号：US09414211B2
公开(公告)日：2016-08-09
申请号：US13348412
申请日：2012-01-11
申请人： Rodney A. Thomson , Brian J. Reynolds , Jeff Chu , Onkar Birk , Barrett Davis
发明人： Rodney A. Thomson , Brian J. Reynolds , Jeff Chu , Onkar Birk , Barrett Davis
CPC分类号： H04W4/16 , H04M3/5175 , H04M3/523 , H04M3/5233
摘要： Methods and systems for supporting the remote monitoring and control of automatic call distribution systems are provided. In particular, an application for execution on a mobile device is provided. The application presents ACD system status information to a supervisor of the ACD system. The application additionally accepts control input from the supervisor, and can pass that control input to the ACD system server for action.
摘要翻译： 提供了支持远程监控自动呼叫分配系统的方法和系统。 特别地，提供了在移动设备上执行的应用。 该应用程序向ACD系统的主管呈现ACD系统状态信息。 该应用程序另外接受来自主管的控制输入，并且可以将该控制输入传递到ACD系统服务器以进行操作。
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公开(公告)号：US20120295594A1
公开(公告)日：2012-11-22
申请号：US13348412
申请日：2012-01-11
申请人： Rodney A. Thomson , Brian J. Reynolds , Jeff Chu , Onkar Birk , Barrett Davis
发明人： Rodney A. Thomson , Brian J. Reynolds , Jeff Chu , Onkar Birk , Barrett Davis
IPC分类号： H04W4/16
CPC分类号： H04W4/16 , H04M3/5175 , H04M3/523 , H04M3/5233
摘要： Methods and systems for supporting the remote monitoring and control of automatic call distribution systems are provided. In particular, an application for execution on a mobile device is provided. The application presents ACD system status information to a supervisor of the ACD system. The application additionally accepts control input from the supervisor, and can pass that control input to the ACD system server for action.
摘要翻译： 提供了支持远程监控自动呼叫分配系统的方法和系统。 特别地，提供了在移动设备上执行的应用。 该应用程序向ACD系统的主管呈现ACD系统状态信息。 该应用程序另外接受来自主管的控制输入，并且可以将该控制输入传递到ACD系统服务器以进行操作。
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公开(公告)号：US20130177149A1
公开(公告)日：2013-07-11
申请号：US13348408
申请日：2012-01-11
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5175 , H04M2203/402
摘要： Methods and systems for supporting manual control of automatic call distribution systems are provided. In particular, an administrator can manipulate parameters associated with call center queues and/or call center agents in order to improve the performance of an in-trouble queue. The changes are reversed after a predetermined period of time has elapsed, and/or after the previously in-trouble queue has returned to a healthy state.
摘要翻译： 提供了用于支持自动呼叫分配系统的手动控制的方法和系统。 特别地，管理员可以操纵与呼叫中心队列和/或呼叫中心代理相关联的参数，以便改善故障队列的性能。 在经过预定时间段之后，和/或在先前故障排队返回到健康状态之后，改变是相反的。
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公开(公告)号：US09020132B2
公开(公告)日：2015-04-28
申请号：US13419088
申请日：2012-03-13
CPC分类号： H04M3/00 , H04M3/5175
摘要： Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle contacts for a selected queue associated with an automatic call distribution system is presented to a supervisor. The supervisor can make agent assignments from the ranked list at the discretion of the supervisor. The assignment or reassignment can be effected by the supervisor through control inputs entered through the user interface. These control inputs can include reconfiguring agent and/or queue attributes. In addition, assignments can be effected through communications to agents made by the supervisor that are initiated through the user interface.
摘要翻译： 提供了用于支持自动呼叫分配系统的监视和控制的方法和系统。 特别地，可以分配用于处理与自动呼叫分配系统相关联的所选队列的联系人的候选代理的排名列表被呈现给主管。 主管可以由主管自行决定从排名列表中进行代理分配。 分配或重新分配可以由主管通过用户界面输入的控制输入来实现。 这些控制输入可以包括重新配置代理和/或队列属性。 另外，通过与通过用户界面发起的由主管进行的代理的通信可以实现分配。
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7.发明申请AUTOMATIC CONTACT CENTER ADMINISTRATION UPDATES BASED ON ACCEPTANCE OF A BROADCAST REQUEST 有权基于接受广播请求的自动联系中心管理更新公开(公告)号：US20130243169A1
公开(公告)日：2013-09-19
申请号：US13419092
申请日：2012-03-13
CPC分类号： H04M3/5175 , H04M3/523
摘要： Methods and systems for automatically implementing contact center administration updates based on acceptance of a broadcast request are provided. In particular, a request can be broadcast to a target audience. Acceptance of the request by members of the target audience automatically implements changes defined in connection with the request for accepting agents. The broadcast request can be recalled under certain conditions. In addition, the action or actions implemented in response to the acceptance of the request can be undone under various conditions.
摘要翻译： 提供了基于接受广播请求来自动实现联络中心管理更新的方法和系统。 特别地，可以向目标受众广播请求。 接收目标受众成员的请求，自动实现与接受代理请求相关的更改。 广播请求可以在某些条件下被调用。 此外，响应接受请求而采取的行动或行动可以在各种条件下撤销。
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公开(公告)号：US20130275416A1
公开(公告)日：2013-10-17
申请号：US13444461
申请日：2012-04-11
IPC分类号： G06F17/30
CPC分类号： G06Q10/06393 , G06F16/24578 , G06F16/907 , G06Q10/06 , G06Q10/06398
摘要： Methods and systems for automatically providing a relevancy score with respect to reports or groups of resources are provided. In particular, a proposed report or group of resources is input or otherwise defined by a user. The proposed report is then compared to predefined reports. A relevancy score for each of a plurality of predefined reports with respect to the proposed report is calculated and output to the user. The relevancy score can be reported as a percentage.
摘要翻译： 提供了关于报告或资源组自动提供相关性分数的方法和系统。 特别地，提出的报告或资源组由用户输入或以其他方式定义。 然后将拟议的报告与预定义的报告进行比较。 计算相对于所提出的报告的多个预定义报告中的每一个的相关性得分并将其输出给用户。 相关性得分可以报告百分比。
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公开(公告)号：US20130243179A1
公开(公告)日：2013-09-19
申请号：US13419088
申请日：2012-03-13
IPC分类号： H04M3/00
CPC分类号： H04M3/00 , H04M3/5175
摘要： Methods and systems for supporting the monitoring and control of an automatic call distribution system are provided. In particular, a ranked list of candidate agents that can be assigned to handle contacts for a selected queue associated with an automatic call distribution system is presented to a supervisor. The supervisor can make agent assignments from the ranked list at the discretion of the supervisor. The assignment or reassignment can be effected by the supervisor through control inputs entered through the user interface. These control inputs can include reconfiguring agent and/or queue attributes. In addition, assignments can be effected through communications to agents made by the supervisor that are initiated through the user interface.
摘要翻译： 提供了用于支持自动呼叫分配系统的监视和控制的方法和系统。 特别地，可以分配用于处理与自动呼叫分配系统相关联的所选择的队列的联系人的候选代理的排名列表被呈现给主管。 主管可以由主管自行决定从排名列表中进行代理分配。 分配或重新分配可以由主管通过用户界面输入的控制输入来实现。 这些控制输入可以包括重新配置代理和/或队列属性。 另外，通过与通过用户界面发起的由主管进行的代理的通信可以实现分配。
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10.发明授权Automatic contact center administration updates based on acceptance of a broadcast request 有权基于接受广播请求的自动联络中心管理更新公开(公告)号：US09560202B2
公开(公告)日：2017-01-31
申请号：US13419092
申请日：2012-03-13
CPC分类号： H04M3/5175 , H04M3/523
摘要： Methods and systems for automatically implementing contact center administration updates based on acceptance of a broadcast request are provided. In particular, a request can be broadcast to a target audience. Acceptance of the request by members of the target audience automatically implements changes defined in connection with the request for accepting agents. The broadcast request can be recalled under certain conditions. In addition, the action or actions implemented in response to the acceptance of the request can be undone under various conditions.
摘要翻译： 提供了基于接受广播请求来自动实现联络中心管理更新的方法和系统。 特别地，可以向目标受众广播请求。 接收目标受众成员的请求，自动实现与接受代理请求相关的更改。 广播请求可以在某些条件下被调用。 此外，响应接受请求而采取的行动或行动可以在各种条件下撤销。
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