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公开(公告)号：US20240364815A1
公开(公告)日：2024-10-31
申请号：US18309807
申请日：2023-04-30
Applicant: Zoom Video Communications, Inc.
Inventor： Qiumin Dong , Periyaven Naiken Gopalla , Tao Huang , Wei Ji , Nicholas Troy Johnson , Eunkyung Kim , Bilung Lee , Vijay Venkataswamy Parthasarathy , Amarakota Madhu Vamsi
CPC classification number: H04M3/5238 , G06N20/20
Abstract: A contact center server obtains historical contact center data of a contact center by tracking contact center conditions. The contact center server trains, based on the historical contact center data, multiple modeling engines to generate agent demand data representing a number of agents working at a given time. The contact center server trains, based on the historical center contact center data and performance data of the multiple modeling engines, a combination engine to generate a combination of one or more modeling engines from the multiple modeling engines. The contact center server provides an output representing the trained combination engine and the multiple modeling engines.
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公开(公告)号：US20240275884A1
公开(公告)日：2024-08-15
申请号：US18642223
申请日：2024-04-22
Applicant: Zoom Video Communications, Inc.
Inventor： Kristin Renae Bosch , Maikl Adly Abdel-Malek Eskander
CPC classification number: H04M3/5238 , G06F40/40 , H04M3/5175 , H04M3/5233 , H04M2203/2038 , H04M2203/407
Abstract: A server determines a number of devices preceding a user device in a user queue of devices for communication with a contact center agent device. The server determines a number of contact center agent devices available for the communication. The server calculates an estimated wait time for the user device based on the number of devices preceding the user device, the number of contact center agent devices, and wait times of user devices, distinct from the user device, requesting communications with the contact center agent device.
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公开(公告)号：US20240259499A1
公开(公告)日：2024-08-01
申请号：US17905300
申请日：2021-06-25
Applicant: BOE Technology Group Co., Ltd.
Inventor： Fuchen TIAN , Can CUI , Fang ZHAI
IPC: H04M3/523
CPC classification number: H04M3/5238 , H04M2242/04
Abstract: The present disclosure provides an emergency alarm processing method and an emergency alarm processing system. The emergency alarm processing method includes: receiving an emergency access request; according to the access means of the emergency access request, storing the emergency access request into subqueues of a unified queuing queue, wherein the unified queuing queue includes at least two subqueues, each of the subqueues is used for storing the emergency access request of at least one access means, and the access means of the emergency access request stored in each of the subqueues are different; allocating an emergency access request in the unified queuing queue to a target alarm dispatching seat supporting a corresponding access means.
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公开(公告)号：US20240248756A1
公开(公告)日：2024-07-25
申请号：US18428544
申请日：2024-01-31
Applicant: Afiniti, Ltd.
Inventor： Ittai KAN , Zia CHISHTI , Vikash KHATRI , James Edward ELMORE
CPC classification number: G06F9/4881 , G06F9/455 , G06F9/48 , G06F9/4806 , G06F9/4843 , G06F9/485 , G06F9/4856 , G06F9/50 , G06F9/5005 , G06F9/5027 , G06F9/5038 , G06F9/5061 , G06F9/5083 , G06Q10/06311 , H04M3/51 , H04M3/523 , H04M3/5238 , G06F2209/5021
Abstract: Techniques for behavioral pairing in a task assignment system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a task assignment system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the task assignment system, a priority for each of a plurality of tasks; determining, by the at least one computer processor, an agent available for assignment to any of the plurality of tasks; and assigning, by the at least one computer processor, a first task of the plurality of tasks to the agent using a task assignment strategy, wherein the first task has a lower-priority than a second task of the plurality of tasks.
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公开(公告)号：US12034886B1
公开(公告)日：2024-07-09
申请号：US17235913
申请日：2021-04-20
Inventor： Vijay Jayapalan , Susan Blake , Frederick Eugene Diehl, Jr. , Jerry Scott Beene , Michael Sjolander
CPC classification number: H04M3/5235 , H04L65/1104 , H04M3/5116 , H04M3/5166 , H04M3/5191 , H04M3/5238 , H04M7/0006 , H04M7/128 , H04M15/58
Abstract: Methods and systems for routing multimedia traffic are described. A method may include receiving a communication originating from a user, transposing an alias transport network over one or more existing networks to route the communication, and routing the communication based on mapping rules.
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Patent Agency Ranking
公开(公告)号：USRE49905E1
公开(公告)日：2024-04-02
申请号：US17187387
申请日：2021-02-26
Applicant: Avaya Management L.P.
Inventor： Neil O'Connor
CPC classification number: H04M3/5238 , H04M3/5175
Abstract: The present disclosure provides, among other things, a method of managing a wrap-up time in a contact center, the method including: receiving, by an agent of the contact center, a communication having a variable associated with the communication; receiving an input from a source external to the contact center; determining that the variable is related to the input; based on the relation of the variable to the input, determining an updated wrap-up time; storing the updated wrap-up time and the input in a database including timing variables; enabling a machine learning process to analyze the database; providing the updated wrap-up time to the agent as an amount of time rendered on a display to the agent; and updating a data model used to automatically determine wrap-up times based on the analysis of the machine learning process.
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公开(公告)号：US11856143B2
公开(公告)日：2023-12-26
申请号：US18147845
申请日：2022-12-29
Applicant: CaaStle, Inc.
Inventor： Avinash Singh , Prashant Kumar Rai , Chirag Jain , Ankita Sinha
CPC classification number: H04M3/5238 , G06N20/00 , H04M3/36 , H04M3/5175 , H04M3/5233 , H04M3/5237 , H04M2201/42
Abstract: Systems and methods forecast inbound telecommunications, and more particularly, analyze real-time and historical call center data, and apply a forecasting model to the data in order to predict inbound call volume. These systems and methods employ tools that manipulate call center data and generate visual representations of metrics pertaining to forecasting call center data via a dashboard.
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8.发明公开公开(公告)号：US20230379410A1
公开(公告)日：2023-11-23
申请号：US18129867
申请日：2023-04-02
Applicant: inContact INC.
Inventor： Salil DHAWAN , Omkar Joglekar , Rahul Vyas
CPC classification number: H04M3/5237 , H04M3/5238 , H04M3/5175 , G06F17/11 , H04M2203/551 , H04M2203/255 , H04M2203/558 , H04M2203/408
Abstract: A computerized-method for redirecting inbound-voice-interactions to digital channels in a contact center, is provided herein. The computerized-method includes: (i) operating a digital-qualifier module to determine a digital-medium-transition-quotient, of an inbound-voice-interaction of a customer in an inbound-queue. The digital-medium-transition-quotient is an indication of a level of suitability of a digital-communication-channel to resolve a customer issue; (ii) operating an interaction-redirection module to determine a digital-communication-channel for redirection of the inbound-voice-interaction, based on customer-preference and the determined digital-medium-transition-quotient; and (iii) forwarding the inbound-voice-interaction and the determined digital-communication-channel to an Automatic Call Distribution (ACD) system to be carried-out by an agent via the determined digital-communication-channel when the determined digital-medium-transition-quotient is above a preconfigured threshold.
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公开(公告)号：US11818298B1
公开(公告)日：2023-11-14
申请号：US17808449
申请日：2022-06-23
Inventor： Lambros Petropoulos , Bipin Chadha , Michael P. Gout
CPC classification number: H04M3/5237 , G10L25/63 , H04M3/42059 , H04M3/5232 , H04M3/5238 , H04M2203/551
Abstract: Systems and methods simulate call centers networks and call loads to test load balancing and routing. The simulation can be used for generating, using a load balancer, a call score for the one or more calls based on the call information and selecting, using the load balancer, one of the simulated call centers as a selected call center based on the call score and the respective response entity profile.
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公开(公告)号：US11778099B2
公开(公告)日：2023-10-03
申请号：US17740061
申请日：2022-05-09
Applicant: Genesys Cloud Services, Inc.
Inventor： Emir Munoz , Maciej Dabrowski , Rory McTigue , David Farrell
IPC: H04M3/00 , H04M3/523 , G06Q10/0639
CPC classification number: H04M3/5233 , G06Q10/06393 , H04M3/5238
Abstract: A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, identifying a group of contact center agents as candidates for routing of the interaction, retrieving agent performance data for each candidate agent of the group of contact center agents identified as candidates for routing of the interaction, determining a predicted score for a key performance indicator for each candidate agent based on the agent performance data, determining an occupancy rate of each candidate agent based on the agent performance data, generating a ranking of the candidate agents for routing prioritization based on the predicted score for the key performance indicator for each candidate agent and the occupancy rate of each candidate agent, and signaling a routing device to route the interaction to a selected candidate agent based on the ranking of the candidate agents.
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