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41. 发明申请

US20090171729A1 Method for Assembling a Business Process and for Orchestrating the Process Based on Process Beneficiary Information 有权
标题翻译：基于流程受益信息组织业务流程和协调流程的方法
公开(公告)号：US20090171729A1
公开(公告)日：2009-07-02
申请号：US11965608
申请日：2007-12-27
申请人： Nikolay A. Anisimov , Vladimir Mezhibovsky , Brian Galvin
发明人： Nikolay A. Anisimov , Vladimir Mezhibovsky , Brian Galvin
IPC分类号： G06Q10/00
CPC分类号： H04M3/493 , G06F17/30882 , G06Q10/0633 , G06Q10/10 , G06Q30/016
摘要： A system for assembling a business process or a portion thereof includes a rules base containing executable rules and defined business process elements, a workflow orchestration engine, and at least one interface available to a process beneficiary. Information known about and or provided by a process beneficiary interacting with the at least one interface is used to execute one or more of the rules causing assembly of a new business process or a portion thereof according to workflow orchestration rules the new or modified process directing servicing of the process beneficiary accordingly.
摘要翻译：用于组合业务流程或其一部分的系统包括包含可执行规则和定义的业务流程元素的规则库，工作流编排引擎以及可用于流程受益者的至少一个界面。用于与由至少一个接口进行交互的过程受益人知道和提供的信息用于执行导致组装新业务流程或其一部分的一个或多个规则，根据工作流编排规则，新的或修改的过程指导服务的相关受益人。

42. 发明申请

US20090168977A1 Apparatus and Methods Incorporating Presence Dynamics 审中-公开
标题翻译：装置和方法结合存在动力学
公开(公告)号：US20090168977A1
公开(公告)日：2009-07-02
申请号：US11964991
申请日：2007-12-27
申请人： Brian Galvin
发明人： Brian Galvin
IPC分类号： H04M11/00
CPC分类号： H04L67/22 , H04L67/24 , H04M3/42093 , H04M3/42365 , H04M3/5158
摘要： A method for enhancing connect probability in outbound calling comprises steps of (a) collecting presence data related to web activity over time for a plurality of persons and storing the presence data for each person associated with at least one contact address for the person; (b) selecting a person or address for an outbound call; and (c) consulting the stored presence data, and upon finding presence data associated with the person or address selected, considering the presence data in making the call.
摘要翻译：一种用于增强出站呼叫中的连接概率的方法，包括以下步骤：（a）针对多个人收集与web活动有关的存在数据随时间的存储，并存储与该个人的至少一个联系人地址相关联的每个人的存在数据; （b）选择出境电话的人或地址; 以及（c）咨询存储的存在数据，并且在查找与所选择的人或地址相关联的存在数据时，考虑在进行呼叫中的存在数据。

43. 发明申请

US20080313171A1 Cluster-Based Ranking with a Behavioral Web Graph 审中-公开
标题翻译：基于群集的行为Web图表排名
公开(公告)号：US20080313171A1
公开(公告)日：2008-12-18
申请号：US11951826
申请日：2007-12-06
申请人： Brian Galvin
发明人： Brian Galvin
IPC分类号： G06F17/30
CPC分类号： G06F16/951
摘要： A computer implemented method for returning relevant nodes in a network search has steps for (a) creating a behavioral network graph having points relating pairs of network nodes with values at the points indicating probability that a user connected at one node of the pair will transition next to the other node of the pair; (b) determining node clusters based on relatively high probability of transition between nodes in the cluster; (c) entering search criteria for finding nodes, and noting and returning nodes that satisfy the search criteria; and (d) returning in addition nodes in one or more clusters associated with one or more nodes that satisfy the search criteria.
摘要翻译：用于在网络搜索中返回相关节点的计算机实现的方法具有以下步骤：（a）创建具有关联对的网络节点的点的行为网络图，其中指示在该对的一个节点处连接的用户将在下一个转换的概率的点到另一个节点; （b）基于簇中的节点之间相对较高的转换概率来确定节点簇; （c）输入查找节点的搜索条件，注意和返回满足搜索条件的节点; 以及（d）在满足搜索条件的一个或多个节点相关联的一个或多个集群中的附加节点中返回。

44. 发明申请

US20080313123A1 Using a Browser Plug-In to Implement a Behavioral Web Graph 审中-公开
标题翻译：使用浏览器插件实现行为Web图
公开(公告)号：US20080313123A1
公开(公告)日：2008-12-18
申请号：US11951810
申请日：2007-12-06
申请人： Brian Galvin
发明人： Brian Galvin
IPC分类号： G06F17/00
CPC分类号： G06F16/951
摘要： A method for creating a behavioral network graph has steps for (a) creating a program for tracking and reporting network navigation activity; (b) installing the program on a plurality of network-capable appliances operated by a plurality of persons; (c) tracking the network navigation activity of the persons operating the appliances; (d) recording a collecting data concerning the network navigation activity; and (e) using the collected data to formulate a behavioral network graph.
摘要翻译：创建行为网络图的方法具有以下步骤：（a）创建用于跟踪和报告网络导航活动的程序; （b）将程序安装在由多人操作的多个具有网络能力的设备上; （c）跟踪操作设备的人员的网络导航活动; （d）记录有关网络导航活动的收集数据; 和（e）使用收集的数据来制定行为网络图。

45. 发明申请

US20080154933A1 Method for Integrating Client WEB History and Call Center History into a Single Interaction History Accessible in Real Time 有权
标题翻译：将客户端WEB历史记录和呼叫中心历史记录集成到实时可访问的单个交互历史中的方法
公开(公告)号：US20080154933A1
公开(公告)日：2008-06-26
申请号：US11614601
申请日：2006-12-21
申请人： Brian Galvin , S. Michael Perlmutter
发明人： Brian Galvin , S. Michael Perlmutter
IPC分类号： G06F7/14
CPC分类号： G06F17/30539 , G06F17/30598 , G06F17/30867
摘要： A method is provided for creating a portable history data record for a customer by integrating Web cookie data and telephone history data. The method includes the acts (a) retrieving and interpreting the Web cookie data, (b) retrieving and interpreting the telephone history data, (c) combining the data sets into a single data record eliminating redundant data, (d) formatting the data record for human or for machine interpretation, and (e) presenting the formatted data record to a point of service during or just ahead of an associated interaction event.
摘要翻译：提供了一种用于通过集成Web cookie数据和电话历史数据为客户创建便携式历史数据记录的方法。该方法包括以下动作（a）检索和解释Web cookie数据，（b）检索和解释电话历史数据，（c）将数据集组合成单个数据记录，消除冗余数据，（d）格式化数据记录用于人或机器解释，以及（e）在相关联的交互事件期间或之前将格式化的数据记录呈现给服务点。

46. 发明申请

US20070121899A1 System and Method for Integrated Resource Scheduling, Task Allocation and Agent Work Management 有权
标题翻译：集成资源调度，任务分配和代理工作管理系统与方法
公开(公告)号：US20070121899A1
公开(公告)日：2007-05-31
申请号：US11551485
申请日：2006-10-20
申请人： Brian Galvin
发明人： Brian Galvin
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5183 , H04M3/51 , H04M3/5175
摘要： According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. A similar feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both. This second feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said call routing system, said information exchange being unidirectional in either direction, or bidirectional. In another embodiment of the invention, a method in which information is passed from an agent scripting engine and a call routing system to the forecasting engine or adherence module of a workforce management system, or both, is disclosed.
摘要翻译：根据本发明，公开了一种用于将代理脚本，呼叫路由和人力管理功能集成在联络中心中的系统和方法，使得他们能够在不反对劳动力管理系统对其他两个系统的影响的情况下一起工作。在本发明的一个实施例中，在代理脚本引擎与劳动力管理系统的预测引擎或附着模块之间提供反馈机制，或两者。该反馈机制用于在所述劳动力管理系统和所述代理脚本引擎之间动态传递有用的信息，所述信息交换在任一方向或双向上是单向的。在路由系统与劳动力管理系统的预测引擎或附着模块之间提供类似的反馈机制，或两者兼而有之。该第二反馈机制用于在所述劳动力管理系统和所述呼叫路由系统之间动态传递有用信息，所述信息交换在任一方向或双向上是单向的。在本发明的另一个实施例中，公开了一种方法，其中将信息从代理脚本引擎和呼叫路由系统传递到劳动力管理系统或两者的预测引擎或附着模块。

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