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公开(公告)号：US08000989B1
公开(公告)日：2011-08-16
申请号：US10815584
申请日：2004-03-31
申请人： Sarah H. Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
发明人： Sarah H. Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
IPC分类号： G06Q40/00
CPC分类号： G06Q30/02 , G06Q10/0631 , G06Q30/0201 , G06Q40/00
摘要： The present invention is directed to a contact center 100 comprising (a) an input operable to receive a contact from a customer, the customer having an associated value to the contact center 100 and (b) a contact selector 216 operable to select a resource of the contact center 100 to service the contact based, at least in part, on the associated value. The associated value reflects one or more of a historic, predicted, and current monetary expense of the contact center to service the customer.
摘要翻译： 本发明涉及一种联络中心100，其包括（a）可操作以从客户接收联系人的输入，所述客户具有与联络中心100相关联的值;以及（b）可操作以选择资源的联系人 该联络中心100至少部分地基于相关联的值来服务于该联系人。 相关价值反映了客户服务中心的一个或多个历史，预测和当前的货币支出。
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2.发明授权Contact center and method for tracking and acting on one and done customer contacts 有权联络中心和方法，用于跟踪和处理一个客户联系人公开(公告)号：US07734032B1
公开(公告)日：2010-06-08
申请号：US10815534
申请日：2004-03-31
申请人： Sarah H. Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
发明人： Sarah H. Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M2201/12 , H04M2201/14 , H04M2203/408
摘要： The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.
摘要翻译： 本发明涉及一种用于维修触点的联络中心，其具有（a）输入以从第一客户接收第一联系人; （b）选择器（i），用于确定第一联系人是否与与第一客户的另一联系有关;以及（ii）当第一联系人与第一客户的另一联系有关时，与第一客户的第一联系人不同， 联系与第一个客户的另一个联系无关; 和/或（c）重复接触确定代理（i）在所选择的时间段内跟踪多个代理的集合，由代理集合服务的与由多个代理服务的另一个联系人相关的联系人的数量 代理人和（ii）为每个代理人维护指示一个或多个（a）在所选择的时间段期间由所设置的代理服务的联系人中的一个或多个的指示符，其不与被服务的另一联系人有关 由代理人和（b）在所选时间段内由代理人设置的与由代理人服务的另一联系人有关的许多联系人。
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3.发明申请公开(公告)号：US20100036670A1
公开(公告)日：2010-02-11
申请号：US12186905
申请日：2008-08-06
IPC分类号： G06Q99/00
CPC分类号： H04M3/523 , G06Q30/016 , G06Q30/02 , H04L67/18 , H04L67/24 , H04M2242/30 , H04W4/029
摘要： A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.
摘要翻译： 提供了一个联络中心，可通过移动信息亭为内部客户提供服务。 移动信息亭可由客户或现场客户服务代表携带。 移动信息站可以在联络中心联系人队列中排队，使得可以通过与企业数据库，供应商数据库接口以及向客户联系人分配适当技术的联络中心代理来提供增强的客户服务。
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公开(公告)号：US10375244B2
公开(公告)日：2019-08-06
申请号：US12186905
申请日：2008-08-06
摘要： A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.
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公开(公告)号：US07936867B1
公开(公告)日：2011-05-03
申请号：US11464737
申请日：2006-08-15
申请人： Deborah Jeanne Hill , Sarah Hildebrandt Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
发明人： Deborah Jeanne Hill , Sarah Hildebrandt Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M2242/22
摘要： A contact center that includes: (a) an input 200 operable to receive a contact; (b) a task expert module 232 to (i) identify a plurality of tasks 400 associated with the contact; (ii) group the tasks 400 into first and second task sets; and (iii) queue the first and second task sets at different positions in at least one queue 208; and (c) an agent and work item selector 220 to assign the first task set to a first agent for servicing while maintaining the second task set in the at least one queue 208.
摘要翻译： 一种联络中心，包括：（a）可操作以接收联系人的输入200; （b）任务专家模块232，以（i）识别与该联系人相关联的多个任务400; （ii）将任务400分组为第一和第二任务集; 和（iii）将至少一个队列208中的第一和第二任务集排队在不同位置; 以及（c）代理和工作项选择器220，用于在将所述第二任务集保持在所述至少一个队列208中的同时将所述第一任务集分配给第一代理进行维护。
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公开(公告)号：US20100296646A1
公开(公告)日：2010-11-25
申请号：US12776013
申请日：2010-05-07
CPC分类号： 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
摘要： 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.
摘要翻译： 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。
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公开(公告)号：US07729490B2
公开(公告)日：2010-06-01
申请号：US10778960
申请日：2004-02-12
IPC分类号： H04M3/00
CPC分类号： H04L41/147 , G06Q30/06 , H04L41/5009 , H04L41/5022 , H04L41/5064 , H04M3/5191 , H04M3/523 , H04M3/5231 , H04M2203/551 , H04W72/1205 , H04W76/10
摘要： 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.
摘要翻译： 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。
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公开(公告)号：US08457300B2
公开(公告)日：2013-06-04
申请号：US12776013
申请日：2010-05-07
CPC分类号： 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
摘要： 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.
摘要翻译： 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。
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9.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
CPC分类号： G06F21/6218 , G06F2221/2141
摘要： 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.
摘要翻译： 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。
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10.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
IPC分类号： H04M300
CPC分类号： H04M3/5232 , H04M3/5233 , H04M2201/14
摘要： 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.
摘要翻译： 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。
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