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81. 发明授权

US07752508B2 Method and system for concurrent error identification in resource scheduling 有权
标题翻译：资源调度中并发错误识别的方法与系统
公开(公告)号：US07752508B2
公开(公告)日：2010-07-06
申请号：US11868656
申请日：2007-10-08
申请人： Cheryl Hite , Tyler Morse , Ofer Matan , Tiffany Boehmer , Illah Nourbakhsh , Serdar Uckun , Jason Fama , Edward Reusser , Gregory Fichtenholtz , Simon Shvarts
发明人： Cheryl Hite , Tyler Morse , Ofer Matan , Tiffany Boehmer , Illah Nourbakhsh , Serdar Uckun , Jason Fama , Edward Reusser , Gregory Fichtenholtz , Simon Shvarts
IPC分类号： G06F11/00
CPC分类号： G06Q10/06 , G06Q10/0631 , G06Q10/06312
摘要： A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.
摘要翻译：一种处理资源调度冲突实时指示的方法和系统。在一个实施例中，该方法包括包括用户界面，显示器，处理器和某种形式的存储器的计算机系统。内存中包含资源调度过程，分析资源数据，调度标准和工作参数以创建工作进度。结合创建工作时间表，调度过程将检测到可能会阻碍计划的功能的资源冲突。一旦检测到识别过程，则与调度过程同时向用户传送错误，以向用户提供资源冲突的实时指示。该指示以不显眼的方式呈现，以便不干扰或阻碍调度过程。另外，如果导致冲突的具体资源是可识别的，则指示过程将以类似的实时方法传达信息。

82. 发明授权

US07701972B1 Internet protocol analyzing 有权
标题翻译：互联网协议分析
公开(公告)号：US07701972B1
公开(公告)日：2010-04-20
申请号：US11394411
申请日：2006-03-31
申请人： Jamie R. Williams , Thomas Z. Dong
发明人： Jamie R. Williams , Thomas Z. Dong
IPC分类号： H04J3/16
CPC分类号： H04L41/0654 , H04L43/18 , H04L47/125
摘要： Included are methods for facilitating routing of control data associated with a communication to a plurality of recorders. One such method, among others, includes receiving control data related to a communication and routing the received control data to at least one recorder via a layer 3 protocol.
摘要翻译：包括有助于将与通信相关联的控制数据路由到多个记录器的方法。一种这样的方法包括接收与通信有关的控制数据，并且经由层3协议将接收到的控制数据路由到至少一个记录器。

83. 发明授权

US07672746B1 Systems and methods for automatic scheduling of a workforce 有权
标题翻译：自动安排员工队伍的系统和方法
公开(公告)号：US07672746B1
公开(公告)日：2010-03-02
申请号：US11396063
申请日：2006-03-31
申请人： Edward Hamilton , Jason Fama , Mike Bourke
发明人： Edward Hamilton , Jason Fama , Mike Bourke
IPC分类号： G06F19/00
CPC分类号： G06Q10/06 , G06Q10/063116 , G06Q10/06312 , G06Q10/103
摘要： Systems and methods are disclosed for scheduling overtime and time-off for a workforce. In one embodiment, the method comprises: receiving a workforce schedule including assignments of workers to shifts; receiving a template describing alterations to shifts; and applying schedulable objects to the workforce schedule in accordance with a workload forecast and schedule constraints. In one embodiment, the system comprises: a user interface and a scheduler. The user interface allows creation of shift alteration templates and associating templates with workers. The scheduler uses the shift alteration templates to modify an existing schedule of assignments of workers to shifts.
摘要翻译：披露了用于为工作人员安排加班和延期的系统和方法。在一个实施例中，该方法包括：接收劳动者进度表，其中包括工作人员转移的分配; 收到描述变更变更的模板; 以及根据工作负载预测和调度约束将可调度对象应用于人力调度。在一个实施例中，系统包括：用户界面和调度器。用户界面允许创建换档更改模板并将模板与工作人员相关联。调度程序使用班次变更模板来修改现有的工作人员转移时间表。

84. 发明授权

US07613290B2 Recording using proxy servers 有权
标题翻译：使用代理服务器进行录制
公开(公告)号：US07613290B2
公开(公告)日：2009-11-03
申请号：US11540086
申请日：2006-09-29
申请人： Jamie Richard Williams , Marc Calahan , Thomas Z. Dong
发明人： Jamie Richard Williams , Marc Calahan , Thomas Z. Dong
IPC分类号： H04M1/64 , H04M1/656 , H04M3/523 , H04L12/66
CPC分类号： H04L67/2814 , H04L67/2819
摘要： Systems and methods for recording a communication session between a customer and an agent of a customer center communication system are provided. In this regard, a representative method comprises: communicating with the customer center communication system via a proxy server; determining whether to record a media stream associated with the communication session based on communication between the customer center communication system and the proxy server; and responsive to determining that the media stream is to be recorded, recording the media stream from the communication session.
摘要翻译：提供了用于在客户和客户中心通信系统的代理之间记录通信会话的系统和方法。在这方面，代表性方法包括：经由代理服务器与客户中心通信系统进行通信; 基于所述客户中心通信系统和所述代理服务器之间的通信来确定是否记录与所述通信会话相关联的媒体流; 并且响应于确定要记录媒体流，记录来自通信会话的媒体流。

85. 发明授权

US07587041B2 System and method for analysing communications streams 有权
标题翻译：用于分析通信流的系统和方法
公开(公告)号：US07587041B2
公开(公告)日：2009-09-08
申请号：US11565948
申请日：2006-12-01
申请人： Christopher Douglas Blair
发明人： Christopher Douglas Blair
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/51 , H04M3/42221 , H04M2201/36 , H04M2201/38 , H04M2203/1058
摘要： Systems and methods for analyzing communications of a contact center are provided. A representative system incorporates a graphical user interface operative to display information corresponding to a communication of the contact center, the graphical user interface being configured to display the information such that different portions of the communication are visually distinguished from each other.
摘要翻译：提供了一种用于分析联络中心通信的系统和方法。代表性系统包括可操作以显示对应于联络中心的通信的信息的图形用户界面，图形用户界面被配置为显示信息，使得通信的不同部分彼此在视觉上区分开。

86. 发明申请

US20090055548A1 SYSTEMS AND METHODS FOR MULTI-STREAM RECORDING 审中-公开
标题翻译：多流记录系统和方法
公开(公告)号：US20090055548A1
公开(公告)日：2009-02-26
申请号：US12118789
申请日：2008-05-12
申请人： Jamie Richard Williams , Marc Calahan , Robert John Barnes
发明人： Jamie Richard Williams , Marc Calahan , Robert John Barnes
IPC分类号： G06F15/16
CPC分类号： H04M3/42221 , H04L65/1083 , H04M7/006
摘要： Included are embodiments for multi-stream recording. At least one embodiment of a method receiving an indication that a communication session is initiated, the communication session including communications data, the communications data being received at a communications device at an extension and sending a request for at least a portion of the communications data. Some embodiments include receiving, at a recording device associated with the extension, at least a portion of the requested data, the at least a portion of the requested data being received as a copy of the communications data.
摘要翻译：包括用于多流记录的实施例。接收通信会话被发起的指示的方法的至少一个实施例，所述通信会话包括通信数据，所述通信数据在分机的通信设备处被接收并且发送对所述通信数据的至少一部分的请求。一些实施例包括在与扩展相关联的记录设备处接收所请求数据的至少一部分，所请求数据的至少一部分作为通信数据的副本被接收。

87. 发明授权

US07424715B1 Method and system for presenting events associated with recorded data exchanged between a server and a user 有权
标题翻译：用于呈现与在服务器和用户之间交换的记录数据相关联的事件的方法和系统
公开(公告)号：US07424715B1
公开(公告)日：2008-09-09
申请号：US10136705
申请日：2002-04-30
申请人： Faron Dutton
发明人： Faron Dutton
IPC分类号： G06F3/00 , G06F9/44 , G06F9/46 , G06F13/00 , G06F17/50 , G06F11/34 , H04M3/00 , H04M5/00 , H04M3/51
CPC分类号： G06Q30/02 , G06F11/3414 , G06F2201/805 , G06Q10/10 , H04M3/42221 , H04M3/5175
摘要： Events associated with recorded data exchanged between at least one user and at least one server are presented to a user. A set of events associated with the recorded data is defined, and each event within the set is represented by an event identifier, e.g., a time stamp. Each event identifier is associated with portions of the recorded data that correspond to the event represented by the event identifier. An event is selected for presentation by selecting the event identifier associated with a portion of the data that corresponds to that event.
摘要翻译：与至少一个用户和至少一个服务器之间交换的记录数据相关联的事件被呈现给用户。定义与记录数据相关联的事件集合，并且集合内的每个事件由事件标识符（例如时间戳）来表示。每个事件标识符与对应于由事件标识符表示的事件的记录数据的部分相关联。通过选择与对应于该事件的一部分数据相关联的事件标识符来选择事件进行呈现。

88. 发明授权

US11687866B2 Use of analytics methods for personalized guidance 有权
公开(公告)号：US11687866B2
公开(公告)日：2023-06-27
申请号：US16941173
申请日：2020-07-28
申请人： Verint Americas Inc.
发明人： James G. Nies , Joseph Watson , Oren Stern , Martin McCreesh
IPC分类号： G06Q10/0639
CPC分类号： G06Q10/06398
摘要： Systems and methods of automated personalized guidance include the evaluation of interaction content data. At least one automated guidance is assigned to an agent based upon the evaluation. The automated guidance is defined by at least one interaction type and at least one guidance trigger. Interaction content data is monitored to identify instances of the interaction type and the guidance trigger. Upon identification of the interaction type and the guidance trigger, the automated guidance is automatically provided. The automated guidance is then evaluated based upon the interaction content data.

89. 发明授权

US11681416B2 Dynamic web content based on natural language processing (NLP) inputs 有权
公开(公告)号：US11681416B2
公开(公告)日：2023-06-20
申请号：US16850315
申请日：2020-04-16
申请人： Verint Americas Inc.
发明人： Timothy James Hewitt
IPC分类号： G06F3/0484 , G06F16/955 , G06F40/40 , G06N5/043 , H04L67/02 , G06F16/9535 , G06F40/00 , G06F16/242 , H04L67/50 , G10L15/22
CPC分类号： G06F3/0484 , G06F16/243 , G06F16/9535 , G06F16/9558 , G06F40/00 , G06F40/40 , G06N5/043 , H04L67/02 , H04L67/535 , G10L15/22
摘要： Systems and methods are provided for dynamically adjusting a website of an entity using information that has been received, stored, gathered, and/or otherwise obtained about what people want to find on the entity's website. A website may be dynamically adjusted using trending information. Dynamically adjusting may comprise generating and presenting links on the website to webpages in order of volume over a defined time threshold, or by variance over a standard volume over a longer established time frame. Dynamically adjusting the website may comprise providing an element on a website for what is most urgent to customers. A unit associated with a website may be monitored, and when the unit volume or activity starts to spike beyond normal expectations, then information about the unit is proactively and/or preemptively offered on the website, or a webpage of the website, without ever having a conversation with a user.

90. 发明授权

US11663253B2 Leveraging concepts with information retrieval techniques and knowledge bases 有权
公开(公告)号：US11663253B2
公开(公告)日：2023-05-30
申请号：US16694532
申请日：2019-11-25
申请人： Verint Americas Inc.
发明人： Tanya Miller , Mark Zartler
IPC分类号： G06F16/33
CPC分类号： G06F16/3338
摘要： Various embodiments are described which leverage techniques for breaking down critical ideas from an inputted phrase into concepts in order to provide a response that is more relevant to the inputted phrase. In this regard, concepts and/or concept patterns are utilized with information retrieval searching to provide more relevant and concise documents in response to an inputted phrase. In addition, concepts and/or concept patterns are utilized with respect to assessing information (e.g., documents) available in a knowledge base and building appropriate pre-defined responses to an inputted phrase.

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