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1.发明申请System and method for integrated display of recorded interactions and call agent data 审中-公开用于集成显示记录的交互和呼叫代理数据的系统和方法公开(公告)号：US20070206767A1
公开(公告)日：2007-09-06
申请号：US11359357
申请日：2006-02-22
申请人： Shimon Keren , Jeff Iannone , James Nies , Srivijaya Srinivasa
发明人： Shimon Keren , Jeff Iannone , James Nies , Srivijaya Srinivasa
CPC分类号： H04M3/5175
摘要： Methods and systems are provided for viewing call center agent interactions from a window displaying schedule information. In one embodiment, the method comprises the steps of: displaying a timeline; displaying a plurality of agent events, where the agent events include exceptions to an agent activity; displaying each exception in visual correlation with the timeline; and displaying, in visual correlation with the timeline, each of a plurality of agent interactions.
摘要翻译： 提供方法和系统，用于从显示时间表信息的窗口中查看呼叫中心代理交互。 在一个实施例中，该方法包括以下步骤：显示时间线; 显示多个代理事件，其中代理事件包括代理活动的异常; 显示与时间线视觉相关的每个异常; 并且与时间线的视觉相关性显示多个代理交互中的每一个。
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公开(公告)号：US20070206766A1
公开(公告)日：2007-09-06
申请号：US11359319
申请日：2006-02-22
申请人： Shimon Keren , Jeff Iannone , James Nies , Srivijaya Srinivasa
发明人： Shimon Keren , Jeff Iannone , James Nies , Srivijaya Srinivasa
CPC分类号： H04M3/5175
摘要： Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the received events with one of a plurality of transaction definitions; creating a transaction from the matching sequence; and displaying the transaction.
摘要翻译： 提出了用于从呼叫中心代理活动序列中检测业务交易的方法和系统。 在一个实施例中，该方法包括以下步骤：接收多个代理活动事件; 将所接收的事件中的事件序列与多个事务定义中的一个进行匹配; 从匹配序列创建事务; 并显示交易。
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3.发明申请System and method for integrated display of multiple types of call agent data 有权用于集成显示多种呼叫代理数据的系统和方法公开(公告)号：US20070206764A1
公开(公告)日：2007-09-06
申请号：US11359195
申请日：2006-02-22
申请人： Shimon Keren , Jeff Iannone , James Nies , Srivijaya Srinivasa
发明人： Shimon Keren , Jeff Iannone , James Nies , Srivijaya Srinivasa
CPC分类号： H04M3/5175 , G06F11/3466 , G06F2201/86 , G06F2201/87
摘要： Method and systems are presented for presenting multiple activities associated with one of a plurality of call center agents correlated in time. In one embodiment, the method comprises the steps of: determining at least one of the agents to be displayed; and displaying activity information in visual correlation with a timeline. The activity information includes a first plurality of activities originating from a first source and a second plurality of activities originating from a second source. Each of the activities is associated with the at least one agent.
摘要翻译： 呈现方法和系统，用于呈现与时间相关联的多个呼叫中心代理之一相关联的多个活动。 在一个实施例中，该方法包括以下步骤：确定待显示的代理中的至少一个; 并显示与时间线视觉相关的活动信息。 活动信息包括源自第一源的第一多个活动和源自第二来源的第二多个活动。 每个活动都与至少一个代理相关联。
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公开(公告)号：US08160233B2
公开(公告)日：2012-04-17
申请号：US11359319
申请日：2006-02-22
IPC分类号： H04M5/06
CPC分类号： H04M3/5175
摘要： Methods and systems are presented for detecting business transactions from sequences of call center agent activities. In one embodiment, the method comprises the steps of: receiving a plurality of agent activity events; matching a sequence of events within the received events with one of a plurality of transaction definitions; creating a transaction from the matching sequence; and displaying the transaction.
摘要翻译： 提出了用于从呼叫中心代理活动序列中检测业务交易的方法和系统。 在一个实施例中，该方法包括以下步骤：接收多个代理活动事件; 将所接收的事件中的事件序列与多个事务定义中的一个进行匹配; 从匹配序列创建事务; 并显示交易。
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公开(公告)号：US08971517B2
公开(公告)日：2015-03-03
申请号：US12879868
申请日：2010-09-10
CPC分类号： H04M3/5175
摘要： Embodiments are disclosed herein for processing agent interactions. In a particular embodiment, a method provides receiving interaction data describing states and transitions between states within interaction sessions. The method further provides identifying business processes based on the interaction data and identifying instances of the business processes. The method further provides storing the instances and generating a model from the instances.
摘要翻译： 本文公开了加工剂相互作用的实施方案。 在特定实施例中，一种方法提供接收交互数据，描述交互会话内的状态和状态之间的转换。 该方法进一步提供基于交互数据识别业务流程并识别业务流程的实例。 该方法还提供存储实例并从实例生成模型。
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6.发明授权System and method for integrated display of multiple types of call agent data 有权用于集成显示多种呼叫代理数据的系统和方法公开(公告)号：US08670552B2
公开(公告)日：2014-03-11
申请号：US11359195
申请日：2006-02-22
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , G06F11/3466 , G06F2201/86 , G06F2201/87
摘要： Method and systems are presented for presenting multiple activities associated with one of a plurality of call center agents correlated in time. In one embodiment, the method comprises the steps of: determining at least one of the agents to be displayed; and displaying activity information in visual correlation with a timeline. The activity information includes a first plurality of activities originating from a first source and a second plurality of activities originating from a second source. Each of the activities is associated with the at least one agent.
摘要翻译： 呈现方法和系统，用于呈现与时间相关联的多个呼叫中心代理之一相关联的多个活动。 在一个实施例中，该方法包括以下步骤：确定待显示的代理中的至少一个; 并显示与时间线视觉相关的活动信息。 活动信息包括源自第一源的第一多个活动和源自第二来源的第二多个活动。 每个活动都与至少一个代理相关联。
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公开(公告)号：US20110010184A1
公开(公告)日：2011-01-13
申请号：US12879868
申请日：2010-09-10
CPC分类号： H04M3/5175
摘要： Embodiments are disclosed herein for processing agent interactions. In a particular embodiment, a method provides receiving interaction data describing states and transitions between states within interaction sessions. The method further provides identifying business processes based on the interaction data and identifying instances of the business processes. The method further provides storing the instances and generating a model from the instances.
摘要翻译： 本文公开了加工剂相互作用的实施方案。 在特定实施例中，一种方法提供接收交互数据，描述交互会话内的状态和状态之间的转换。 该方法进一步提供基于交互数据识别业务流程并识别业务流程的实例。 该方法还提供存储实例并从实例生成模型。
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公开(公告)号：US08359434B1
公开(公告)日：2013-01-22
申请号：US12967023
申请日：2010-12-13
CPC分类号： G06F12/0806 , G06F12/0808 , H04L67/28 , H04L67/2852 , H04L67/289
摘要： Included are systems and methods for distributive network control. In addition, embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.
摘要翻译： 包括用于分布式网络控制的系统和方法。 此外，方法的实施例包括接收与存储在本地高速缓存上的记录数据有关的指示，并确定是否远程存储数据的至少一部分。 一些实施例包括发送对所存储的数据的请求。
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公开(公告)号：US08275944B1
公开(公告)日：2012-09-25
申请号：US12967019
申请日：2010-12-13
CPC分类号： G06F12/0806 , G06F12/0808 , H04L67/28 , H04L67/2852 , H04L67/289
摘要： Included are systems and methods for distributive network control. In addition, embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.
摘要翻译： 包括用于分布式网络控制的系统和方法。 此外，方法的实施例包括接收与存储在本地高速缓存上的记录数据有关的指示，并确定是否远程存储数据的至少一部分。 一些实施例包括发送对所存储的数据的请求。
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公开(公告)号：US07853753B2
公开(公告)日：2010-12-14
申请号：US11772440
申请日：2007-07-02
CPC分类号： G06F12/0806 , G06F12/0808 , H04L67/28 , H04L67/2852 , H04L67/289
摘要： Included are systems and methods for distributive network control. Also embodiment of a method includes receiving an indication related to recording data stored on a local cache and determining whether to remotely store at least a portion of the data. Some embodiments include sending a request for the stored data.
摘要翻译： 包括用于分布式网络控制的系统和方法。 方法的实施例还包括接收与存储在本地高速缓冲存储器上的记录数据相关的指示并且确定是否远程存储数据的至少一部分。 一些实施例包括发送对所存储的数据的请求。
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