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    INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER
    2.
    发明申请
    INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER 有权
    联系中心的即时消息联系人管理

    公开(公告)号：US20100296646A1

    公开(公告)日：2010-11-25

    申请号：US12776013

    申请日：2010-05-07

    Applicant: Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

    Inventor： Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

    IPC: H04M3/00 ,  H04L12/56 ,  H04W40/00 ,  G06Q30/00

    CPC classification number: H04M3/5235 ,  G06Q10/107 ,  G06Q30/01 ,  G06Q30/02 ,  G06Q30/0601 ,  H04L41/147 ,  H04L41/5009 ,  H04L41/5022 ,  H04L41/5064 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M2203/551

    Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.

    Abstract translation: 本发明涉及一种用于维护联络中心中的交易的方法。 当与事务相关联的即时消息通信过早地被暂停时，可以向事务发起者提供特殊处理。 特殊待遇包括：（a）维护交易的分配服务优先级，以转交给后续通信; （b）将后续出站即时消息调度到与所述事务发起者相关联的外部端点; （c）当联络中心接收到后续的入站即时消息时，向交易发起者分配优惠服务优先权; 和（d）将先前选择的项目保持在存储器中，并在随后的通信中将项目提供给交易启动器。

    Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior
    3.
    发明授权
    Hybrid database architecture for both maintaining and relaxing type 2 data entity behavior 失效
    混合数据库架构，用于维护和放松2型数据实体行为

    公开(公告)号：US07822587B1

    公开(公告)日：2010-10-26

    申请号：US11242687

    申请日：2005-10-03

    Applicant: Roger I. Krimstock ,  Rodney A. Thomson

    Inventor： Roger I. Krimstock ,  Rodney A. Thomson

    IPC: G06G7/48 ,  H04M3/00 ,  G06F9/46 ,  G06F11/34 ,  G06F9/44

    CPC classification number: G06F21/6218 ,  G06F2221/2141

    Abstract: A database schema architecture and operators therefor is disclosed for storing data providing information about membership of items in one or more groups, wherein when such a group is a simulated group, access to group item data related to activities of the group items prior to creation of the simulated group is provided. When such a group is an actual group, access to group item data related to activities of the group items prior to creation of the group is constrained such that group entities have database Type 2 behavior. The architecture provides a common schema for both actual and simulated groups. The architecture provides the ability to create simulated or hypothesized groups of agents in a contact center, wherein the groups can be evaluated using agents' past performance. Such groups are represented by the same schemas as actual groups, and the data entities for the actual groups exhibit Type 2 database behavior.

    Abstract translation: 一种用于存储提供关于一个或多个组中的项目的成员资格的信息的数据库模式架构及其操作者，其中当这样的组是模拟组时，在创建模拟组之前访问与组项目的活动相关的组项目数据 组提供。 当这样的组是实际组时，限制组创建之前与组项目的活动相关的组项目数据的访问，使得组实体具有数据库类型2行为。 该架构为实际组和模拟组提供了一个通用模式。 该架构提供了在联络中心中创建模拟或假设的代理组的能力，其中可以使用代理的过去绩效来评估组。 这样的组由与实际组相同的模式表示，实际组的数据实体表现出2类数据库行为。

    Automated transaction distribution system and method implementing transaction distribution to unavailable agents
    4.
    发明授权
    Automated transaction distribution system and method implementing transaction distribution to unavailable agents 有权
    自动化交易分配系统和实现交易分配到不可用代理的方法

    公开(公告)号：US06636598B1

    公开(公告)日：2003-10-21

    申请号：US09490789

    申请日：2000-01-24

    Applicant: Rodney A. Thomson ,  Thomas S. Fisher ,  Joylee Kohler

    Inventor： Rodney A. Thomson ,  Thomas S. Fisher ,  Joylee Kohler

    IPC: H04M300

    CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M2201/14

    Abstract: An automated transaction distribution system assigns an incoming transaction (call, text chat, email, fax, etc.) to an agent who is selected to handle the transaction. If the best agent to select is not available because he or she is handling another transaction, taking a break, in a meeting, or otherwise unavailable, the incoming transaction may still be assigned if the selected agent is expected to become available within an acceptable time period for that type of transaction.

    Abstract translation: 自动交易分配系统将进入的交易（呼叫，文本聊天，电子邮件，传真等）分配给被选择处理交易的代理。 如果由于他或她正在处理另一笔交易，休会，会议或其他不可用而选择的最佳代理人不可用，则如果所选代理人预期在可接受的时间内可用，则仍可分配进入的交易 期间这种交易。

    Contact center agent filtering and relevancy ranking
    5.
    发明授权
    Contact center agent filtering and relevancy ranking 有权
    联络中心代理过滤和相关性排名

    公开(公告)号：US09020132B2

    公开(公告)日：2015-04-28

    申请号：US13419088

    申请日：2012-03-13

    Applicant: Rodney A. Thomson ,  Brian J. Reynolds

    Inventor： Rodney A. Thomson ,  Brian J. Reynolds

    IPC: H04M3/523 ,  H04M3/00 ,  H04M3/51

    CPC classification number: H04M3/00 ,  H04M3/5175

    Abstract: 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.

    Abstract translation: 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。

    Post-termination contact management
    8.
    发明授权
    Post-termination contact management 有权
    终止后联络人管理

    公开(公告)号：US07729490B2

    公开(公告)日：2010-06-01

    申请号：US10778960

    申请日：2004-02-12

    Applicant: Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

    Inventor： Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

    IPC: H04M3/00

    CPC classification number: H04L41/147 ,  G06Q30/06 ,  H04L41/5009 ,  H04L41/5022 ,  H04L41/5064 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M2203/551 ,  H04W72/1205 ,  H04W76/10

    Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When a communication associated with a transaction is terminated prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining, relative to other transactions, the assigned service priority for the transaction while the communication is disconnected and assigning the assigned service priority to a subsequent inbound communication from the transaction initiator; (b) scheduling a subsequent outbound communication to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound communication is received by the contact center; and (d) when, during the first communication, the transaction initiator selected at least one item as part of an electronic order and the first communication was terminated before the electronic order was completed, maintaining the item(s) in memory and providing the item(s) to the transaction initiator when the transaction initiator makes a further communication with the contact center.

    Abstract translation: 本发明涉及一种用于维护联络中心中的交易的方法。 当与事务相关联的通信过早地终止时，可以向事务发起者提供特殊处理。 特殊待遇包括：（a）在通信断开连接时将与交易相关的其他事务相关的业务优先级维护，并将分配的服务优先级分配给来自事务发起者的后续入站通信; （b）将后续出站通信调度到与所述事务发起者相关联的外部端点; （c）当接触中心接收到后续的入站通信时，向交易发起者分配优惠服务优先权; 和（d）在第一通信期间，当交易发起者在电子订单的一部分中选择至少一个项目并且第一通信在电子订单完成之前被终止时，将该项目保持在存储器中并提供该项目 当事务发起者进一步与联络中心进行通信时，交易发起者。

    Contact center monitoring
    9.
    发明授权
    Contact center monitoring 有权
    联络中心监控

    公开(公告)号：US08670551B2

    公开(公告)日：2014-03-11

    申请号：US13408830

    申请日：2012-02-29

    Applicant: Onkar Birk ,  Jeff Chu ,  Barrett Davis ,  Rodney A. Thomson ,  Brian J. Reynolds

    Inventor： Onkar Birk ,  Jeff Chu ,  Barrett Davis ,  Rodney A. Thomson ,  Brian J. Reynolds

    IPC: H04M3/00

    CPC classification number: H04M3/5237 ,  H04M3/5175 ,  H04M2201/42

    Abstract: 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.

    Abstract translation: 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。

    AUTOMATIC CONTACT CENTER ADMINISTRATION UPDATES BASED ON ACCEPTANCE OF A BROADCAST REQUEST
    10.
    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

    Applicant: Rodney A. Thomson ,  Brian J. Reynolds

    Inventor： Rodney A. Thomson ,  Brian J. Reynolds

    IPC: H04M5/06 ,  H04M3/533

    CPC classification number: H04M3/5175 ,  H04M3/523

    Abstract: 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.

    Abstract translation: 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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