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公开(公告)号：US12120270B2
公开(公告)日：2024-10-15
申请号：US18207086
申请日：2023-06-07
Inventor： Chad Skinner , Rachel Duffield , Aaron Kammeyer , Amit Gupta
CPC classification number: H04M3/5232 , H04M3/5175
Abstract: Techniques described herein relate to representative monitoring in a contact center environment. Data associated with a customer interaction, including content of the interaction and video of a representative display during processing associated with the interaction, are presented to an administrator in real time or near real time for monitoring during an interaction. In some examples, a contact center server may receive an event notification when a live contact begins, and may generate data files associated with the live contact to allow the administrator to monitor the contact. In some instances, the contact center server may continue to generate data after conclusion of the live contact, to allow the administrator to monitor and guide post-contact processing performed by the representative. The contact center server also may allow administrators to select live contacts for monitoring and/or receive alerts when pre-selected representatives commence live contacts that can be monitored.
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公开(公告)号：US20240137445A1
公开(公告)日：2024-04-25
申请号：US18394517
申请日：2023-12-22
Inventor： Chad Skinner , Amit Gupta , Aaron Kammeyer
IPC: H04M3/51 , G06F9/54 , G06N20/00 , G06Q10/0631 , G06Q10/0639 , G06Q10/10 , G06Q30/016 , H04L9/40
CPC classification number: H04M3/5175 , G06F9/54 , G06N20/00 , G06Q10/063114 , G06Q10/063118 , G06Q10/06398 , G06Q10/103 , G06Q30/016 , H04L63/04 , G06Q50/2057
Abstract: Techniques described herein relate to a client application framework for a contact center environment. A role-specific thick client framework may include a web browser-based, desktop application having multiple processes that can be distributed across the computing infrastructure of the client device. A portion of the framework may include a container application image received from an internal server of the contact center and launched by the client device. The desktop application may collect data associated with use of the container application image and transmit the collected data to a contact center server. The contact center server may process the data, in some instances along with data from additional desktop applications on additional client devices, to implement one or more integrated models across the contact center environment.
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公开(公告)号：US20230319188A1
公开(公告)日：2023-10-05
申请号：US18207086
申请日：2023-06-07
Inventor： Chad Skinner , Rachel Duffield , Aaron Kammeyer , Amit Gupta
CPC classification number: H04M3/5232 , H04M3/5175
Abstract: Techniques described herein relate to representative monitoring in a contact center environment. Data associated with a customer interaction, including content of the interaction and video of a representative display during processing associated with the interaction, are presented to an administrator in real time or near real time for monitoring during an interaction. In some examples, a contact center server may receive an event notification when a live contact begins, and may generate data files associated with the live contact to allow the administrator to monitor the contact. In some instances, the contact center server may continue to generate data after conclusion of the live contact, to allow the administrator to monitor and guide post-contact processing performed by the representative. The contact center server also may allow administrators to select live contacts for monitoring and/or receive alerts when pre-selected representatives commence live contacts that can be monitored.
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公开(公告)号：US20220321614A1
公开(公告)日：2022-10-06
申请号：US17710312
申请日：2022-03-31
Inventor： Angela Opoku-Agyemang , Christine Johnson , Kristina Seymour , Chad A Greer , Amit Gupta , Sujitha Thekkin Kattil Sankaran
IPC: H04L65/1093 , H04L65/403 , G06Q30/00
Abstract: A customer relationship management (CRM) platform may use data objects to store data associated with a virtual meeting. The CRM platform may store information about a virtual meeting in a meeting object, and store information about meeting participants in participant objects linked to the meeting object. The CRM platform may also store meeting information, returned from a separate virtual meeting platform that will host the virtual meeting, in the meeting object and the participant objects. Accordingly, the CRM platform can use the meeting object and participant objects to display meeting information in a user interface, allow users to edit meeting details via the CRM platform, and/or allow users to join the virtual meeting via the CRM platform without separately logging in to the virtual meeting platform.
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公开(公告)号：US20220182492A1
公开(公告)日：2022-06-09
申请号：US17545736
申请日：2021-12-08
Inventor： Chad Skinner , Rachel Duffield , Aaron Kammeyer , Amit Gupta
Abstract: Techniques described herein relate to representative monitoring in a contact center environment. Data associated with a customer interaction, including content of the interaction and video of a representative display during processing associated with the interaction, are presented to an administrator in real time or near real time for monitoring during an interaction. In some examples, a contact center server may receive an event notification when a live contact begins, and may generate data files associated with the live contact to allow the administrator to monitor the contact. In some instances, the contact center server may continue to generate data after conclusion of the live contact, to allow the administrator to monitor and guide post-contact processing performed by the representative. The contact center server also may allow administrators to select live contacts for monitoring and/or receive alerts when pre-selected representatives commence live contacts that can be monitored.
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Patent Agency Ranking
公开(公告)号：US20250039302A1
公开(公告)日：2025-01-30
申请号：US18914936
申请日：2024-10-14
Inventor： Chad Skinner , Rachel Duffield , Aaron Kammeyer , Amit Gupta
Abstract: Techniques described herein relate to representative monitoring in a contact center environment. Data associated with a customer interaction, including content of the interaction and video of a representative display during processing associated with the interaction, are presented to an administrator in real time or near real time for monitoring during an interaction. In some examples, a contact center server may receive an event notification when a live contact begins, and may generate data files associated with the live contact to allow the administrator to monitor the contact. In some instances, the contact center server may continue to generate data after conclusion of the live contact, to allow the administrator to monitor and guide post-contact processing performed by the representative. The contact center server also may allow administrators to select live contacts for monitoring and/or receive alerts when pre-selected representatives commence live contacts that can be monitored.
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公开(公告)号：US20240323278A1
公开(公告)日：2024-09-26
申请号：US18679839
申请日：2024-05-31
Inventor： Chad Skinner , Aaron Kammeyer , Amit Gupta
IPC: H04M3/51 , G06Q10/0639 , H04M3/523
CPC classification number: H04M3/5175 , G06Q10/0639 , H04M3/5232 , H04M2203/402 , H04M2203/558
Abstract: Various techniques described herein relate to building and using representative data systems to store and manage representative profile data within contact centers. A representative data system integrates with external communication services and other internal/external systems to provide a uniform data store and interface to create and manage representative profiles. The representative data system retrieves and analyzes representative profile data during runtime contact center operations such as contact queuing, contact management, and/or workforce management. The representative data system may be implemented using relational or graph-based data structures to support advanced predictive modeling and impact analysis of scenarios such as service outages, dynamic workload shifting, infrastructure changes, and workforce changes.
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公开(公告)号：US12028485B2
公开(公告)日：2024-07-02
申请号：US17477269
申请日：2021-09-16
Inventor： Chad Skinner , Aaron Kammeyer , Amit Gupta
IPC: H04M3/00 , G06Q10/0639 , H04M3/51 , H04M3/523
CPC classification number: H04M3/5175 , G06Q10/0639 , H04M3/5232 , H04M2203/402 , H04M2203/558
Abstract: Various techniques described herein relate to building and using representative data systems to store and manage representative profile data within contact centers. A representative data system integrates with external communication services and other internal/external systems to provide a uniform data store and interface to create and manage representative profiles. The representative data system retrieves and analyzes representative profile data during runtime contact center operations such as contact queuing, contact management, and/or workforce management. The representative data system may be implemented using relational or graph-based data structures to support advanced predictive modeling and impact analysis of scenarios such as service outages, dynamic workload shifting, infrastructure changes, and workforce changes.
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公开(公告)号：US20220086279A1
公开(公告)日：2022-03-17
申请号：US17477269
申请日：2021-09-16
Inventor： Chad Skinner , Aaron Kammeyer , Amit Gupta
Abstract: Various techniques described herein relate to building and using representative data systems to store and manage representative profile data within contact centers. A representative data system integrates with external communication services and other internal/external systems to provide a uniform data store and interface to create and manage representative profiles. The representative data system retrieves and analyzes representative profile data during runtime contact center operations such as contact queuing, contact management, and/or workforce management. The representative data system may be implemented using relational or graph-based data structures to support advanced predictive modeling and impact analysis of scenarios such as service outages, dynamic workload shifting, infrastructure changes, and workforce changes.
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公开(公告)号：US20250055821A1
公开(公告)日：2025-02-13
申请号：US18921504
申请日：2024-10-21
Inventor： Chad Skinner , Scott D. Dies , Amit Gupta , Aaron Kammeyer
IPC: H04L51/06 , G06F9/54 , G06N20/00 , H04L51/222 , H04L67/1001
Abstract: Techniques described herein relate to message distribution in a contact center. Messages generated by an administrator and/or by a trained model processing data from customer interactions with the contact center are stored in a message queue. A desktop application running on a representative device and hosted by the contact center queries the message queue for messages intended for a representative using the representative device. Messages intended for the representative are automatically displayed on the representative device, e.g., on the desktop.
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