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41. 发明申请

US20140379587A1 PROXIMITY BASED INTERACTIONS WITH WALLBOARDS 审中-公开
标题翻译：基于近似的与墙壁的相互作用
公开(公告)号：US20140379587A1
公开(公告)日：2014-12-25
申请号：US13922346
申请日：2013-06-20
申请人： Avaya, Inc.
发明人： Rodney A. Thomson , Brian J. Reynolds
IPC分类号： G06Q30/00
CPC分类号： H04M3/51 , G06Q10/10 , H04M2203/402
摘要： Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors.
摘要翻译：与墙板和移动设备的基于邻近的交互创建了一个交互式和有效的通信模型，有效地利用了联络中心与其代理商和主管之间的空间和通信机会。该系统提供动态的，基于邻近的位置服务，包括代理的显示和主管的实时消息功能。

42. 发明申请

US20140341365A1 DIALED STRING MATCHING AND CALL COST MINIMIZATION IN DIAL PLAN 有权
公开(公告)号：US20140341365A1
公开(公告)日：2014-11-20
申请号：US14447593
申请日：2014-07-30
申请人： Genesys Telecommunications Laboratories, Inc.
发明人： Philippe RAIS , Vyacheslav SAYKO , Alexander TIKIN
IPC分类号： H04M3/42
CPC分类号： H04L41/04 , G06F9/50 , G06F17/2705 , G06Q10/063114 , H04L41/12 , H04L45/26 , H04L61/106 , H04L61/1541 , H04L61/157 , H04L65/1006 , H04L65/105 , H04L65/1069 , H04L65/4007 , H04L67/1002 , H04M3/42306 , H04M3/5191 , H04M3/5232 , H04M2203/402
摘要： A method for processing dialed outgoing calls in a contact center includes a method for matching a dialed string and a method for translating the dialed string. A method for matching includes identifying a set of available number categories based on a calling profile with which the dialing agent device is configured, matching the dialed string against each of a set of patterns in each of the categories, and translating the dialed string according to the category, if any category matches and if no blocked category matches the dialed string. The number may then be translated to a translated number including a PSTN telephone number and routing characters specifying how the call is to be routed from an IP network to the PSTN. The routing may be selected to minimize the cost of the call.

43. 发明授权

US08867728B2 Managing reserve agents in a contact center 有权
标题翻译：在联络中心管理储备代理
公开(公告)号：US08867728B2
公开(公告)日：2014-10-21
申请号：US13713625
申请日：2012-12-13
申请人： Noble Systems Corporation
发明人： Patrick McGuire McDaniel , Karl H. Koster
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51
CPC分类号： H04M3/5175 , H04M2203/402
摘要： A reserve agent management system (“RAMS”) allows a user, such as a contact center agent or administrator, to access and edit a reserve schedule. In one embodiment, the reserve schedule indicates times, called reserve times, during the agent's off-hours when the agent would be willing to receive a recall invitation and potentially return to work. When, during operation of the contact center, a determination is made that additional agent resources are needed, agents having compatible reserve times are notified and invited to be recalled. Agents responding and agreeing to be recalled are then recalled by being scheduled to work at certain recall times. In another embodiment, agent's break times can be shifted to potentially accommodate unexpected changes in the required agent resources. The RAMS allows administrators and agents a limited amount of flexibility in adapting agent work schedules to accommodate unplanned needs for agent resources.
摘要翻译：保留代理管理系统（“RAMS”）允许诸如联络中心代理或管理员的用户访问和编辑预约计划。在一个实施例中，储备计划表示当代理人愿意接收召回邀请并可能返回工作时在代理人的下班期间称为保留时间的时间。在联络中心的运营期间，确定需要额外的代理资源，具有兼容的预留时间的代理被通知并被邀请被召回。响应并同意召回的代理人将被召回在某些召回时间工作。在另一个实施例中，代理的中断时间可以被转移以潜在地适应所需代理资源中的意外变化。 RAMS允许管理员和代理人在调整代理工作时间表方面具有有限的灵活性，以适应代理资源的计划外需求。

44. 发明授权

US08837687B2 Computer-implemented system and method for matching agents with callers in an automated call center environment based on user traits 有权
标题翻译：基于用户特征的计算机实现的系统和方法，用于在自动呼叫中心环境中与呼叫者匹配代理
公开(公告)号：US08837687B2
公开(公告)日：2014-09-16
申请号：US13549238
申请日：2012-07-13
申请人： Gilad Odinak , Thomas Veatch
发明人： Gilad Odinak , Thomas Veatch
IPC分类号： H04M1/64 , H04B1/38
CPC分类号： H04M3/5232 , G06F17/21 , G06Q10/063112 , G06Q10/1053 , G10L15/08 , G10L15/26 , G10L15/30 , G10L17/26 , G10L25/51 , G10L25/60 , H04M3/2281 , H04M3/51 , H04M3/5175 , H04M3/5233 , H04M3/5235 , H04M2201/40 , H04M2201/41 , H04M2203/402
摘要： A computer-implemented system and method for matching agents with callers within a call center environment is provided. A database of traits for agents within a call center is maintained. A call is received into the call center and a voice recording is obtained from a caller during the call. The voice recording from the caller is analyzed by measuring voice characteristics of the voice recording and by identifying traits of the caller based on the voice characteristics. The caller traits are compared with the traits for the agents. One or more of the agents similar to the user are identified based on the trait comparison. One of the similar agents is selected and the call is transferred to the selected agent.
摘要翻译：提供了一种用于在呼叫中心环境内与呼叫者匹配代理的计算机实现的系统和方法。保持呼叫中心内代理人特征的数据库。呼叫被接收到呼叫中心，并且在呼叫期间从呼叫者获得语音记录。来自呼叫者的语音记录通过测量语音记录的语音特征和基于语音特征来识别呼叫者的特征来进行分析。将呼叫者特征与代理的特征进行比较。基于特征比较来识别与用户相似的一个或多个代理。选择一个类似的代理，并将呼叫转移到所选代理。

45. 发明申请

US20140226810A1 INTERRUPTIBLE WORK REASSIGNMENT 有权
标题翻译：中断工作重组
公开(公告)号：US20140226810A1
公开(公告)日：2014-08-14
申请号：US13764504
申请日：2013-02-11
申请人： AVAYA INC.
发明人： Robert C. Steiner , Gene Uba
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , H04M3/5238 , H04M2203/402 , H04M2203/404
摘要： A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, mark a work item as interruptible. The work item may receive an interruptible marking when the work item is assigned to an adequately-matched agent rather than a well-matched. Processing of the work item by the adequately-matched agent may be interrupted if the well-matched agent becomes available prior to the work item being completed by the adequately-matched agent.
摘要翻译：描述联络中心以及用于施用它的各种方法和机制。此处提出的联络中心提供了将工作项标记为可中断的能力。当工作项目分配给适当匹配的代理而不是匹配良好时，工作项可能会收到中断标记。如果在匹配良好的代理人完成工作项目之前，如果匹配良好的代理人可用，则可以中断由适当匹配的代理进行的工作项目的处理。

46. 发明申请

US20140219439A1 SYSTEM AND METHOD FOR AUTOMATING SKILLSET ADDITIONS 有权
标题翻译：用于自动化技能添加的系统和方法
公开(公告)号：US20140219439A1
公开(公告)日：2014-08-07
申请号：US13761521
申请日：2013-02-07
申请人： ORACLE INTERNATIONAL CORPORATION
发明人： CHAD FARMER
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , G06Q10/06 , H04M2203/402 , H04M2203/403
摘要： Embodiments of the invention provide systems and methods for updating customer service agent skillset definitions within a customer relationship management system. According to one embodiment, updating a skillset definition for an agent in a Customer Relationship Management (CRM) system can comprise defining an initial skillset for the agent including indications of areas of expertise for which the agent is available to handle related customer requests. A request can be received from the agent to update the initial skillset definition to indicate a new area of expertise for which the agent wishes to be considered qualified. A determination can be made as to whether the agent is qualified for the new area of expertise. In response to determining the agent is qualified, the skillset for the agent can be updated to indicate the agent is qualified to begin handling customer requests related to the new area of expertise.
摘要翻译：本发明的实施例提供用于在客户关系管理系统内更新客户服务代理技能组定义的系统和方法。根据一个实施例，更新客户关系管理（CRM）系统中的代理的技能组定义可以包括为代理定义初始技能组，包括代理可用于处理相关客户请求的专业领域的指示。可以从代理接收到请求以更新初始技能组定义，以指示代理人希望被认为合格的新的专业领域。可以确定代理人是否符合新的专业领域的资格。为了响应确定代理人是否合格，可以更新代理的技能组，以指示代理人有资格开始处理与新专业领域相关的客户请求。

47. 发明授权

US08781099B2 Dynamic force management system 有权
标题翻译：动力管理系统
公开(公告)号：US08781099B2
公开(公告)日：2014-07-15
申请号：US11960238
申请日：2007-12-19
申请人： Raymond Whitman, Jr.
发明人： Raymond Whitman, Jr.
IPC分类号： G06Q10/00
CPC分类号： H04L65/4007 , G06Q10/06311 , G06Q30/0202 , H04L29/06027 , H04M3/5175 , H04M2203/402
摘要： Network workforce data for a first group of agents that work during a first time interval is received at a networked computer. The network workforce data for the first group of agents is fitted to a predetermined parameterized function using a least square fit that minimizes the square error. In a second time interval, a derivative of the predetermined parameterized function is taken to determine a number of agents to work during a third time interval. The determined number of agents from the workforce are assigned to a second group of agents to work during the third time interval.
摘要翻译：在第一时间间隔期间工作的第一组代理的网络人力数据在联网计算机处被接收。使用最小化平方误差的最小二乘拟合将第一组代理的网络劳动力数据拟合到预定的参数化函数。在第二时间间隔中，采用预定参数化函数的导数来确定在第三时间间隔期间工作的代理的数量。从第三个时间间隔中，将确定的来自劳动力的代理数量分配给第二组代理工作。

48. 发明申请

US20140192970A1 SYSTEM TO SUPPORT CONTEXTUALIZED DEFINITIONS OF COMPETITIONS IN CALL CENTERS 有权
标题翻译：支持电话中心竞争性定义的系统
公开(公告)号：US20140192970A1
公开(公告)日：2014-07-10
申请号：US13736409
申请日：2013-01-08
申请人： XEROX CORPORATION
发明人： Stefania Castellani , Tommaso Colombino , Benjamin Vincent Hanrahan
IPC分类号： H04M3/51
CPC分类号： H04M3/5175 , G06Q10/06375 , G06Q10/06393 , G06Q10/06398 , H04M2203/402
摘要： 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.
摘要翻译：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。

49. 发明授权

US08761375B1 Unpaid break time for contact center agents 有权
标题翻译：联络中心代理商的无偿休息时间
公开(公告)号：US08761375B1
公开(公告)日：2014-06-24
申请号：US14056225
申请日：2013-10-17
申请人： Noble Systems Corporation
发明人： James K. Noble, Jr. , Ruby Amastha Fields
IPC分类号： H04M3/00 , H04M5/00 , H04M3/51 , H04M3/523
CPC分类号： H04M3/523 , G06Q10/063114 , G06Q10/1091 , H04M3/5133 , H04M3/5175 , H04M2201/14 , H04M2203/402
摘要： An agent's request for a break is indicated by a pause request and pause code, where the pause code indicates the reason for the break. In one embodiment, a pause request is analyzed to determine if the agent is allowed to request a break associated with the pause code. The pause code may be further analyzed to determine if it is of an unpaid type, in which case the agent is requesting an unpaid break. If the break is of a paid type, then a threshold timer may be started at the beginning of the break that when expires indicates that any remainder of the break is processed as unpaid time. This can be accomplished by noting an event associated with the threshold timer in an agent work history log or by automatically logging off the agent at the expiry of the timer.
摘要翻译：代理人的中断请求由暂停请求和暂停代码指示，暂停代码指示中断的原因。在一个实施例中，分析暂停请求以确定代理是否允许请求与暂停代码相关联的中断。可以进一步分析暂停代码以确定它是否是无酬类型，在这种情况下，代理正在请求无偿中断。如果中断是付费类型，则可以在中断开始时启动阈值计时器，以便在到期时指示将任何剩余的中断作为未付时间进行处理。这可以通过在代理工作历史日志中注意与阈值计时器相关联的事件来实现，或者在定时器到期时自动注销代理。

50. 发明申请

US20140153707A1 DIALED STRING MATCHING AND CALL COST MINIMIZATION IN DIAL PLAN 有权
标题翻译：拨号字符串匹配和拨号成本最小化在拨号计划
公开(公告)号：US20140153707A1
公开(公告)日：2014-06-05
申请号：US13843951
申请日：2013-03-15
申请人： Genesys Telecommunications Laboratories, Inc.
发明人： Philippe Rais , Vyacheslav Sayko , Alexander Tikin
IPC分类号： H04M3/42
CPC分类号： H04L41/04 , G06F9/50 , G06F17/2705 , G06Q10/063114 , H04L41/12 , H04L45/26 , H04L61/106 , H04L61/1541 , H04L61/157 , H04L65/1006 , H04L65/105 , H04L65/1069 , H04L65/4007 , H04L67/1002 , H04M3/42306 , H04M3/5191 , H04M3/5232 , H04M2203/402
摘要： A method for processing dialed outgoing calls in a contact center includes a method for matching a dialed string and a method for translating the dialed string. A method for matching includes identifying a set of available number categories based on a calling profile with which the dialing agent device is configured, matching the dialed string against each of a set of patterns in each of the categories, and translating the dialed string according to the category, if any category matches and if no blocked category matches the dialed string. The number may then be translated to a translated number including a PSTN telephone number and routing characters specifying how the call is to be routed from an IP network to the PSTN. The routing may be selected to minimize the cost of the call.
摘要翻译：用于在联络中心处理拨出的呼叫的方法包括用于匹配拨号字符串的方法和用于转换拨号字符串的方法。一种用于匹配的方法包括基于拨号代理设备所配置的呼叫简档来识别一组可用的号码类别，该拨号代理设备配置为与每个类别中的一组模式中的每一个相匹配，并且根据类别，如果任何类别匹配，如果没有被阻止的类别与拨打的字符串匹配。然后，该号码可以被翻译成包括PSTN电话号码和指定呼叫如何从IP网络路由到PSTN的路由字符的翻译号码。可以选择路由以最小化呼叫的成本。

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