公开(公告)号：US09654632B2

公开(公告)日：2017-05-16

申请号：US14617396

申请日：2015-02-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Yves Hoppenot ,  Benjamin Vincent Hanrahan ,  Stefania Castellani ,  Frederic Somat

IPC: H04M3/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/38 ,  H04M2203/401 ,  H04M2203/405

Abstract: An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

公开(公告)号：US20150312427A1

公开(公告)日：2015-10-29

申请号：US14261027

申请日：2014-04-24

Applicant: Xerox Corporation

Inventor： Frederic Roulland ,  Stefania Castellani ,  Fabien Guillot ,  Yves Hoppenot

IPC: H04N1/00 ,  G06F3/12 ,  G06K15/00

CPC classification number: H04N1/00344 ,  G06F11/0733 ,  G06F11/0748 ,  G06F11/0793 ,  G06K15/408 ,  H04N1/00408 ,  H04N1/00474 ,  H04N1/00506 ,  H04N1/00954

Abstract: A method for generating procedures includes receiving a log of a troubleshooting session. The log includes device data including a sequence of detected operations performed on the device causing respective components to change states. Steps of a candidate operating procedure are generated, based on the log, each corresponding to one of the detected operations. Missing steps may be identified, based on state charts and/or stored operability constraints for the device. The candidate operating procedure is compared with existing operating procedures stored in a knowledge base for the device to identify at least one existing operating procedure which includes steps which match at least some of the steps of the candidate operating procedure and, based on the identified at least one existing operating procedure, generating a textual description based on the textual description of the matching steps. The candidate procedure can be presented to an editor for validation.

Abstract translation: 用于生成过程的方法包括接收故障排除会话的日志。 该日志包括设备数据，其包括在该设备上执行的检测到的操作的序列，使得各个组件改变状态。 基于日志生成候选操作过程的步骤，每个对应于检测到的操作之一。 可以基于状态图和/或存储的设备的可操作性约束来识别缺失的步骤。 将候选操作程序与存储在设备的知识库中的现有操作程序进行比较，以识别至少一个现有的操作过程，其包括与候选操作过程的至少一些步骤相匹配的步骤，并且基于所识别的至少 一个现有的操作过程，基于匹配步骤的文本描述生成文本描述。 候选程序可以提交给编辑器进行验证。

公开(公告)号：US20160234388A1

公开(公告)日：2016-08-11

申请号：US14617396

申请日：2015-02-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Yves Hoppenot ,  Benjamin Vincent Hanrahan ,  Stefania Castellani ,  Frederic Somat

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/38 ,  H04M2203/401 ,  H04M2203/405

Abstract: An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

Abstract translation: 公开了一种用于生成图形表示以激励呼叫中心中的多个雇员的装置，方法和非暂时计算机可读介质。 例如，该装置包括包括多个像素的显示器，其中多个像素中的每个像素表示多个雇员中的一个或多个，存储图形表示的计算机可读介质和与显示器通信的处理器， 所述计算机可读介质，其中当所述多个雇员中的一个雇员达到呼叫中心目标时，所述处理器从所述多个雇员之一的终端设备接收指示，并且所述处理器引起与所述多个雇员相关联的所述多个像素的像素 多个员工中的一个根据图形表示打开，其中图形表示包括像素艺术形状。

公开(公告)号：US20140192970A1

公开(公告)日：2014-07-10

申请号：US13736409

申请日：2013-01-08

Applicant: XEROX CORPORATION

Inventor： Stefania Castellani ,  Tommaso Colombino ,  Benjamin Vincent Hanrahan

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  G06Q10/06375 ,  G06Q10/06393 ,  G06Q10/06398 ,  H04M2203/402

Abstract: A system, method, and device for forming contextualized competitions in a work environment are disclosed. The system includes a performance metric computation component which computes performance metrics, a visualization component which generates a visual interface for display to a supervisor, and a processor which implements the components. The method includes receiving information related to a set of agents operating in a work environment. A first aggregated value for a first performance metric and a second aggregated value for a second performance metric are computed. The first and second values are visualized, and a predicted effect on the second performance metric when the first performance metric is altered is visualized. The device serves as a decision-making support tool including a plurality of control mechanisms for altering at least one performance metric and displaying the predicted effect on another.

Abstract translation: 公开了一种用于在工作环境中形成背景化竞赛的系统，方法和装置。 该系统包括计算性能度量的性能度量计算组件，生成用于向主管显示的可视界面的可视化组件以及实现组件的处理器。 该方法包括接收与在工作环境中操作的一组代理有关的信息。 计算第一性能度量的第一聚合值和第二性能度量的第二聚合值。 可视化第一和第二值，并且可视化第一性能度量改变时对第二性能度量的预测影响。 该设备用作决策支持工具，其包括用于改变至少一个性能度量并将预测效果显示在另一个上的多个控制机制。

公开(公告)号：US20130073662A1

公开(公告)日：2013-03-21

申请号：US13677584

申请日：2012-11-15

Applicant: Xerox Corporation

Inventor： Jean-Luc Meunier ,  Caroline Hagege ,  Stefania Castellani ,  Denys Proux ,  Eric Cheminot ,  Frederique Segond

IPC: G06F15/16

CPC classification number: G06F15/16 ,  G06Q10/107

Abstract: A computer implemented system and method are disclosed for updating an electronic calendar. The method includes receiving an electronic message in a natural language in which a change in role is expressed and, with a natural language processor implemented by a computer processor, automatically detecting the change in role within the email message, optionally storing the change in role in a contacts database, and proposing updates for entries in an electronic calendar based on the detected change in role.

Abstract translation: 公开了一种用于更新电子日历的计算机实现的系统和方法。 该方法包括以自然语言接收电子消息，其中表达角色的改变，并且利用由计算机处理器实现的自然语言处理器自动检测电子邮件消息内的角色变化，可选地将角色的变化存储在 联系人数据库，并根据检测到的角色更改提出电子日历中条目的更新。

公开(公告)号：US20160105559A1

公开(公告)日：2016-04-14

申请号：US14510602

申请日：2014-10-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Stefania Castellani ,  Benjamin Vincent Hanrahan ,  Yves Hoppenot

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  H04M2203/555

Abstract: Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

Abstract translation: 方法和系统通过规范性分析确定工作环境中的客户满意度。 可以通过界面（例如，代理仪表板）收集与工作环境（如呼叫中心）中顾客满意感相关的自我报告数据，允许代理人进入自报 有关客户满意度的数据。 然后可以将自我报告的数据与与代理相关联的实际客户满意度得分相关联，以得出指示代理和客户之间的交互的数据。 然后可以通过界面提供反馈数据，该界面指示自报数据的正确性，这是基于将自我报告的数据与实际的客户满意度得分相关联的。

公开(公告)号：US20160086125A1

公开(公告)日：2016-03-24

申请号：US14490925

申请日：2014-09-19

Applicant: Xerox Corporation

Inventor： Benjamin Vincent Hanrahan ,  Stefania Castellani ,  Tommaso Colombino ,  David Rozier

IPC: G06Q10/06 ,  H04M3/51

CPC classification number: G06Q10/06398

Abstract: Methods and systems for managing a metric-based competition in a work environment to increase productivity. Information related to a set of participants in a work environment can be received. One or more interfaces can be generated, which allow participants to input data for use in collaboratively defining key performance indicators associated with a proposed competition and based at least in part on the information related to the participants, so as to increase participant motivation by providing the participants with more agency and choice with respect to competitions in the work environment.

Abstract translation: 在工作环境中管理以度量为基础的竞争以提高生产力的方法和系统。 可以接收与工作环境中的一组参与者相关的信息。 可以生成一个或多个接口，其允许参与者输入数据以用于协同定义与所提议的竞争相关联的关键性能指标，并且至少部分地基于与参与者相关的信息，以便通过提供参与者的动机来增加参与者的动机 参与者在工作环境中比较多的机构和选择。

公开(公告)号：US20150199633A1

公开(公告)日：2015-07-16

申请号：US14153481

申请日：2014-01-13

Applicant: Xerox Corporation

Inventor： Gregorio Convertino ,  Jutta K. Willamowski ,  Stefania Castellani ,  Maria Antonietta Grasso

IPC: G06Q10/06

CPC classification number: G06Q10/06313

Abstract: A method for planning a transportation service includes sending transportation proposal to a plurality of organizations. The proposal includes one or more initial options, each including a set of variable parameters. Each organization can generate a modified option and make a commitment conditional on selected ones of the parameters. Each organization sends respective modified options to commuters of that organization who may specify their own pledges for at least one of the modified options, conditional on the organization-selected values for the variable parameters and optionally on commuter-selected values for the variable parameters. A cost-benefit function is computed for each of a set of revised options for the transportation service, each of the revised options being based on a combination of the variable parameters for which pledges which cover the combination have been received and one or more of the revised options is identified, based on the computed cost-benefit function.

Abstract translation: 运输服务的规划方法包括将交通建议书发送给多个机构。 提案包括一个或多个初始选项，每个选项包括一组可变参数。 每个组织都可以生成一个修改后的选项，并对选定参数进行约定。 每个组织将相应修改的选项发送给该组织的通勤者，该员工可以为至少一个修改的选项指定自己的承诺，这取决于组织选择的可变参数的值，并且可选地以可变参数的通勤者选择的值为条件。 为运输服务的一组经修订的选项中的每一个计算成本效益函数，每个修订选项基于已经接收到涵盖组合的承诺的可变参数的组合以及一个或多个 基于计算的成本效益函数，确定了修订的选项。

公开(公告)号：US09955009B2

公开(公告)日：2018-04-24

申请号：US14510602

申请日：2014-10-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Stefania Castellani ,  Benjamin Vincent Hanrahan ,  Yves Hoppenot

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  H04M2203/555

Abstract: Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

公开(公告)号：US20170053209A1

公开(公告)日：2017-02-23

申请号：US14831326

申请日：2015-08-20

Applicant: Xerox Corporation

Inventor： Eric Céret ,  Stefania Castellani ,  Vassilissa Lehoux

IPC: G06N5/04 ,  G06Q10/02

CPC classification number: G06N5/048 ,  G01C21/20 ,  G01C21/3423 ,  G01C21/343 ,  G01C21/3484 ,  G06Q10/02

Abstract: A trip-planning method and system employ a user profile for each user which includes the user's preferences for each of a plurality of transportation modes, user goals, and optionally user constraints on trips. Inferred user preference (resp. goal) values and stated user preference (resp. goal) values are aggregated using a coefficient which places more emphasis on stated goals/preferences that have been recently set. Candidate itineraries for a requested user trip that meet the user's constraints are ranked based on the aggregated goal and preference values and the costs/contributions of each itinerary to the respective goal/preference. A subset of the ranked itineraries may be output to the user for the user to select one for making the trip.

Abstract translation: 旅行规划方法和系统为每个用户采用用户简档，其包括用户对多个交通模式，用户目标中的每一个的偏好以及可选地在旅行中的用户约束。 推定的用户偏好（相应的目标）值和声明的用户偏好（相应的目标）值是使用更加强调最近设置的所述目标/偏好的系数来聚合的。 针对满足用户约束的所请求的用户行程的候选行程根据聚合目标和偏好值以及每个行程对各自目标/偏好的成本/贡献进行排名。 排序行程的一个子集可以被输出给用户以供用户选择一个进行旅行。