公开(公告)号：US09165053B2

公开(公告)日：2015-10-20

申请号：US13840186

申请日：2013-03-15

Applicant: Xerox Corporation

Inventor： Andres Quiroz Hernandez ,  Shanmuga-nathan Gnanasambandam ,  Shi Zhao ,  Haengju Lee ,  William Voll ,  Gary Morey ,  David Cacciola

IPC: G06F17/30

CPC classification number: G06F17/30598 ,  G06F17/30412 ,  G06F17/30489 ,  G06F17/30994

Abstract: A method and system for processing informational items originating from a plurality of information sources into a derived document for topical analysis thereof. Informational items are collated from a one of the sources in accordance with a predetermined plurality of relevant attributes and a key property value of common to select ones of the relevant attributes. Informational items are then grouped from the plurality of sources associated with the key common property value to form a document, wherein the informational items therein are marked on the informational source thereof. The document is then analyzed for topical identification.

Abstract translation: 一种将源自多个信息源的信息项目处理为用于进行局部分析的导出文档的方法和系统。 信息项目根据预定的多个相关属性和一个共同的关键属性值从一个源对照以选择相关属性中的一个。 然后，从与密钥共同属性值相关联的多个源中分组信息项以形成文档，其中在其信息来源上标记其中的信息项。 然后分析该文件进行局部鉴定。

公开(公告)号：US09148511B2

公开(公告)日：2015-09-29

申请号：US13771557

申请日：2013-02-20

Applicant: Xerox Corporation

Inventor： Han Ye ,  Shi Zhao

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/18

Abstract: A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation associated with each normalized functional data point, determining one or more threshold values associated with each normalized functional data point, determining whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier. The method may include identifying the call center agent associated with each curve that has an outlier and presenting information pertaining to one or more identified call center agents to a user.

Abstract translation: 管理包括多个代理的呼叫中心的方法可以包括：在每个数据曲线上，在一段时间内接收与多个呼叫中心代理相关联的功能数据，归一化数据点以创建多个归一化的功能数据点， 确定与每个归一化功能数据点相关联的变化，确定与每个归一化功能数据点相关联的一个或多个阈值，确定所述归一化功能数据点中的一个或多个是否具有超过相关阈值的值， 归一化的功能数据点具有超过相关阈值的值作为异常值。 该方法可以包括识别与具有异常值的每个曲线相关联的呼叫中心代理，并向用户呈现与一个或多个识别的呼叫中心代理有关的信息。

公开(公告)号：US20140280150A1

公开(公告)日：2014-09-18

申请号：US13840186

申请日：2013-03-15

Applicant: XEROX CORPORATION

Inventor： Andres Quiroz Hernandez ,  Shanmuga-nathan Gnanasambandam ,  Shi Zhao ,  Haengju Lee ,  William Voll ,  Gary Morey ,  David Cacciola

IPC: G06F17/30

CPC classification number: G06F17/30598 ,  G06F17/30412 ,  G06F17/30489 ,  G06F17/30994

Abstract: A method and system for processing informational items originating from a plurality of information sources into a derived document for topical analysis thereof. Informational items are collated from a one of the sources in accordance with a predetermined plurality of relevant attributes and a key property value of common to select ones of the relevant attributes. Informational items are then grouped from the plurality of sources associated with the key common property value to form a document, wherein the informational items therein are marked on the informational source thereof. The document is then analyzed for topical identification.

Abstract translation: 一种将源自多个信息源的信息项目处理为用于进行局部分析的导出文档的方法和系统。 信息项目根据预定的多个相关属性和一个共同的关键属性值从一个源对照以选择相关属性中的一个。 然后，从与密钥共同属性值相关联的多个源中分组信息项以形成文档，其中在其信息来源上标记其中的信息项。 然后分析该文件进行局部鉴定。

公开(公告)号：US20140233720A1

公开(公告)日：2014-08-21

申请号：US13771557

申请日：2013-02-20

Applicant: XEROX CORPORATION

Inventor： Han Ye ,  Shi Zhao

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/18

Abstract: A method of managing a call center that includes a plurality of agents may include receiving functional data associated with the plurality of call center agents over a time period, for each data curve, normalizing the data points to create a plurality of normalized functional data points, determining a variation associated with each normalized functional data point, determining one or more threshold values associated with each normalized functional data point, determining whether one or more of the normalized functional data points have a value that exceeds the associated threshold value, and identifying each of the normalized functional data points having a value that exceeds the associated threshold value as an outlier. The method may include identifying the call center agent associated with each curve that has an outlier and presenting information pertaining to one or more identified call center agents to a user.

Abstract translation: 管理包括多个代理的呼叫中心的方法可以包括：在每个数据曲线上，在一段时间内接收与多个呼叫中心代理相关联的功能数据，归一化数据点以创建多个归一化的功能数据点， 确定与每个归一化功能数据点相关联的变化，确定与每个归一化功能数据点相关联的一个或多个阈值，确定所述归一化功能数据点中的一个或多个是否具有超过相关阈值的值， 归一化的功能数据点具有超过相关阈值的值作为异常值。 该方法可以包括识别与具有异常值的每个曲线相关联的呼叫中心代理，并向用户呈现与一个或多个识别的呼叫中心代理有关的信息。

公开(公告)号：US20140211932A1

公开(公告)日：2014-07-31

申请号：US13755356

申请日：2013-01-31

Applicant: XEROX CORPORATION

Inventor： Shi Zhao ,  Han Ye

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  G06Q10/0639

Abstract: A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate is determined for the calls in the set that were released by the customer, and a second issue resolution rate is determined for the calls in the set that were released by the call center agent. The method also includes determining a difference between the first issue resolution rate and the second issue resolution rate. The determined difference is used to generate a performance assessment for the call center agent.

Abstract translation: 系统实现一种评估呼叫中心代理的性能的方法，其包括识别代理已处理的一次呼叫者呼叫的集合。 为客户发布的集合中的呼叫确定第一个问题解决率，并为呼叫中心代理发布的集合中的呼叫确定第二个问题解决率。 该方法还包括确定第一问题解决率和第二问题解决率之间的差异。 确定的差异用于为呼叫中心代理生成性能评估。

公开(公告)号：US08787552B1

公开(公告)日：2014-07-22

申请号：US13755356

申请日：2013-01-31

Applicant: Xerox Corporation

Inventor： Shi Zhao ,  Han Ye

IPC: H04M3/523

CPC classification number: H04M3/5175 ,  G06Q10/0639

Abstract: A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate is determined for the calls in the set that were released by the customer, and a second issue resolution rate is determined for the calls in the set that were released by the call center agent. The method also includes determining a difference between the first issue resolution rate and the second issue resolution rate. The determined difference is used to generate a performance assessment for the call center agent.

Abstract translation: 系统实现一种评估呼叫中心代理的性能的方法，其包括识别代理已处理的一次呼叫者呼叫的集合。 为客户发布的集合中的呼叫确定第一个问题解决率，并为呼叫中心代理发布的集合中的呼叫确定第二个问题解决率。 该方法还包括确定第一问题解决率和第二问题解决率之间的差异。 确定的差异用于为呼叫中心代理生成性能评估。