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公开(公告)号：US11979464B2
公开(公告)日：2024-05-07
申请号：US18222341
申请日：2023-07-14
发明人： Chad Skinner , Jason Potts , Scott D. Dies , Aaron Kammeyer , Amit Gupta
IPC分类号： G06F15/16 , G06N20/00 , H04L67/02 , H04L67/141
CPC分类号： H04L67/141 , G06N20/00 , H04L67/02
摘要： Various 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 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 framework also may include queuing and communication services executing on the client device, which interface with the internal client application and external service providers to support a common queuing framework and an integrated model implementation across the contact center environment.
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公开(公告)号：US11671388B1
公开(公告)日：2023-06-06
申请号：US17378204
申请日：2021-07-16
发明人： Chad Skinner , Scott D. Dies , Amit Gupta , Aaron Kammeyer
IPC分类号： H04L51/06 , G06N20/00 , G06F9/54 , H04L51/222 , H04L67/1001
CPC分类号： H04L51/06 , G06F9/542 , G06N20/00 , H04L51/222 , H04L67/1001
摘要： 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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公开(公告)号：US20240080287A1
公开(公告)日：2024-03-07
申请号：US18139867
申请日：2023-04-26
发明人： Chad Skinner , Scott D. Dies , Amit Gupta , Aaron Kammeyer
IPC分类号： H04L51/06 , G06F9/54 , G06N20/00 , H04L51/222 , H04L67/1001
CPC分类号： H04L51/06 , G06F9/542 , G06N20/00 , H04L51/222 , H04L67/1001
摘要： 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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公开(公告)号：US20230362260A1
公开(公告)日：2023-11-09
申请号：US18222341
申请日：2023-07-14
发明人： Chad Skinner , Jason Potts , Scott D. Dies , Aaron Kammeyer , Amit Gupta
IPC分类号： H04L67/141 , G06N20/00 , H04L67/02
CPC分类号： H04L67/141 , G06N20/00 , H04L67/02
摘要： Various 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 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 framework also may include queuing and communication services executing on the client device, which interface with the internal client application and external service providers to support a common queuing framework and an integrated model implementation across the contact center environment.
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公开(公告)号：US11757999B1
公开(公告)日：2023-09-12
申请号：US17335890
申请日：2021-06-01
发明人： Chad Skinner , Jason Potts , Scott D. Dies , Aaron Kammeyer , Amit Gupta
IPC分类号： G06F15/16 , H04L67/141 , G06N20/00 , H04L67/02
CPC分类号： H04L67/141 , G06N20/00 , H04L67/02
摘要： Various 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 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 framework also may include queuing and communication services executing on the client device, which interface with the internal client application and external service providers to support a common queuing framework and an integrated model implementation across the contact center environment.
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公开(公告)号：US12126584B2
公开(公告)日：2024-10-22
申请号：US18139867
申请日：2023-04-26
发明人： Chad Skinner , Scott D. Dies , Amit Gupta , Aaron Kammeyer
IPC分类号： H04L51/06 , G06F9/54 , G06N20/00 , H04L51/222 , H04L67/1001
CPC分类号： H04L51/06 , G06F9/542 , G06N20/00 , H04L51/222 , H04L67/1001
摘要： 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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公开(公告)号：US20240251014A1
公开(公告)日：2024-07-25
申请号：US18624760
申请日：2024-04-02
发明人： Chad Skinner , Jason Potts , Scott D. Dies , Aaron Kammeyer , Amit Gupta
IPC分类号： H04L67/141 , G06N20/00 , H04L67/02
CPC分类号： H04L67/141 , G06N20/00 , H04L67/02
摘要： Various 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 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 framework also may include queuing and communication services executing on the client device, which interface with the internal client application and external service providers to support a common queuing framework and an integrated model implementation across the contact center environment.
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公开(公告)号：US11895271B1
公开(公告)日：2024-02-06
申请号：US17390287
申请日：2021-07-30
发明人： Chad Skinner , Amit Gupta , Aaron Kammeyer
IPC分类号： H04M3/00 , H04M3/51 , G06Q30/016 , G06Q10/10 , G06Q10/0631 , G06Q10/0639 , G06F9/54 , H04L9/40 , G06N20/00 , G06Q50/20
CPC分类号： H04M3/5175 , G06F9/54 , G06N20/00 , G06Q10/06398 , G06Q10/063114 , G06Q10/063118 , G06Q10/103 , G06Q30/016 , H04L63/04 , G06Q50/2057
摘要： 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：US11706344B2
公开(公告)日：2023-07-18
申请号：US17545736
申请日：2021-12-08
发明人： Chad Skinner , Rachel Duffield , Aaron Kammeyer , Amit Gupta
CPC分类号： H04M3/5232 , H04M3/5175
摘要： 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：US12120270B2
公开(公告)日：2024-10-15
申请号：US18207086
申请日：2023-06-07
发明人： Chad Skinner , Rachel Duffield , Aaron Kammeyer , Amit Gupta
CPC分类号： H04M3/5232 , H04M3/5175
摘要： 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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