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1. 发明授权

US07853006B1 Systems and methods for scheduling call center agents using quality data and correlation-based discovery 有权
标题翻译：使用质量数据和基于关联的发现来调度呼叫中心代理的系统和方法
公开(公告)号：US07853006B1
公开(公告)日：2010-12-14
申请号：US11359909
申请日：2006-02-22
申请人： Jason Fama , Michael Robert Bourke, Jr. , Edward Hamilton , Jeff Iannone , Illah Nourbakhsh , Joseph Watson , Kevin Hegebarth
发明人： Jason Fama , Michael Robert Bourke, Jr. , Edward Hamilton , Jeff Iannone , Illah Nourbakhsh , Joseph Watson , Kevin Hegebarth
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M2201/12 , H04M2201/36 , H04M2201/38 , H04M2203/401 , H04M2203/402
摘要： Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.
摘要翻译：提供了呼叫中心性能可视化的系统和方法。一种示例性方法包括以下步骤：获得包括关于服务质量和代理质量特性的信息的代理数据的质量性能，获得包括关于统计信息和呼叫中心的细节的呼叫中心操作数据，将质量表现相关联的代理数据和呼叫中心操作数据，基于相关性发现来识别基于关联的发现和优化呼叫中心性能。

2. 发明授权

US07864946B1 Systems and methods for scheduling call center agents using quality data and correlation-based discovery 有权
标题翻译：使用质量数据和基于关联的发现来调度呼叫中心代理的系统和方法
公开(公告)号：US07864946B1
公开(公告)日：2011-01-04
申请号：US11359731
申请日：2006-02-22
申请人： Jason Fama , Michael Robert Bourke , Edward Hamilton , Jeff Iannone , Illah Nourbakhsh , Joseph Watson , Kevin Hegebarth
发明人： Jason Fama , Michael Robert Bourke , Edward Hamilton , Jeff Iannone , Illah Nourbakhsh , Joseph Watson , Kevin Hegebarth
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M2203/401 , H04M2203/402
摘要： Systems and methods for scheduling call center agents are provided. An exemplary system for scheduling call center agents includes an agent computing device that is capable of obtaining quality scores of agents. The quality score is a measurement of quality that the agents provide to a call center. The Agent computing device is capable of transmitting the quality scores of agents over a network. The system further includes a manager computing device that is capable of: receiving the quality scores of agents over the network, receiving a scheduled interval, receiving a quality goal for the scheduled interval, the quality goal being a desired measurement of quality that the agents collectively provide to the call center, determining a quality goal for the scheduled interval based on the received quality scores of agents, and determining a schedule for the agents based on the quality goal, the quality goal score, and the scheduled interval.
摘要翻译：提供了调度呼叫中心代理的系统和方法。用于调度呼叫中心代理的示例性系统包括能够获得代理的质量得分的代理计算设备。质量得分是代理提供给呼叫中心的质量的度量。代理计算设备能够通过网络传输代理的质量得分。该系统还包括管理计算设备，该管理器计算设备能够：通过网络接收代理的质量得分，接收调度的间隔，接收所计划的间隔的质量目标，质量目标是所述代理人共同的质量的期望度量提供给呼叫中心，基于接收到的代理的质量得分确定调度间隔的质量目标，以及基于质量目标，质量目标得分和调度间隔来确定代理的调度。

3. 发明授权

US06952732B2 Method and apparatus for multi-contact scheduling 有权
公开(公告)号：US06952732B2
公开(公告)日：2005-10-04
申请号：US09846016
申请日：2001-04-30
申请人： Illah Nourbakhsh , Ofer Matan , Jason Fama , Scott Veach , Edward Hamilton , Alex Fukunaga
发明人： Illah Nourbakhsh , Ofer Matan , Jason Fama , Scott Veach , Edward Hamilton , Alex Fukunaga
IPC分类号： H04M3/523 , G06F15/173
CPC分类号： H04M3/5233
摘要： A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.

4. 发明授权

US07788286B2 Method and apparatus for multi-contact scheduling 有权
标题翻译：多接点调度的方法和装置
公开(公告)号：US07788286B2
公开(公告)日：2010-08-31
申请号：US11037604
申请日：2005-01-18
申请人： Illah Nourbakhsh , Ofer Matan , Jason Fama , Scott Veach , Edward Hamilton , Alex Fukunaga
发明人： Illah Nourbakhsh , Ofer Matan , Jason Fama , Scott Veach , Edward Hamilton , Alex Fukunaga
IPC分类号： G06F7/00 , G06F17/00
CPC分类号： H04M3/5233
摘要： A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.
摘要翻译：一种用于生成具有立即队列和延迟队列的多联络中心的代理计划的方法和装置。在一个实施例中，一种方法包括调度从用户接口接收多个调度数据的软件，以及生成多个调度约束的调度软件。该方法还包括使用多个调度约束来生成多个潜在时间表的搜索引擎，其包括用于立即队列的第一潜在时间表，以及用于延迟队列的第二潜在时间表。该方法还包括对第一潜在时间表执行第一分析以产生第一估计服务水平，以及对第二潜在时间表执行第二分析以产生第二估计服务水平，其中第一估计服务水平和第二估计服务水平为以可互换单位表示。

5. 发明申请

US20050125439A1 Method and apparatus for multi-contact scheduling 有权
标题翻译：多接点调度的方法和装置
公开(公告)号：US20050125439A1
公开(公告)日：2005-06-09
申请号：US11037604
申请日：2005-01-18
申请人： Illah Nourbakhsh , Ofer Matan , Jason Fama , Scott Veach , Edward Hamilton , Alex Fukunaga
发明人： Illah Nourbakhsh , Ofer Matan , Jason Fama , Scott Veach , Edward Hamilton , Alex Fukunaga
IPC分类号： H04M3/523 , G06F17/00
CPC分类号： H04M3/5233
摘要： A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.
摘要翻译：一种用于生成具有立即队列和延迟队列的多联络中心的代理计划的方法和装置。在一个实施例中，一种方法包括调度从用户接口接收多个调度数据的软件，以及生成多个调度约束的调度软件。该方法还包括使用多个调度约束来生成多个潜在时间表的搜索引擎，其包括用于立即队列的第一潜在时间表，以及用于延迟队列的第二潜在时间表。该方法还包括对第一潜在时间表执行第一分析以产生第一估计服务水平，以及对第二潜在时间表执行第二分析以产生第二估计服务水平，其中第一估计服务水平和第二估计服务水平为以可互换单位表示。

6. 发明授权

US08117064B2 Systems and methods for workforce optimization and analytics 有权
标题翻译：劳动力优化和分析的系统和方法
公开(公告)号：US08117064B2
公开(公告)日：2012-02-14
申请号：US11359358
申请日：2006-02-22
申请人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Gordon Nies , Thomas Lyerly
发明人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Gordon Nies , Thomas Lyerly
IPC分类号： G06Q10/00
CPC分类号： G06Q10/00 , G06Q10/0639 , G06Q10/06395 , G06Q10/06398
摘要： Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.
摘要翻译：公开了用于在联络中心进行优化操作的系统和方法。在一个实施例中，集成联络中心包括：内容记录器，被配置为记录多个代理交互的内容; 分析组件，被配置为在所述代理交互的至少一部分上执行语音分析，并且还被配置为基于多个标准来评估所述交互，产生得分; 以及配置成将所分析的交互与交互元数据相关联的质量监视器。

7. 发明申请

US20070198322A1 Systems and methods for workforce optimization 有权
标题翻译：劳动力优化的系统和方法
公开(公告)号：US20070198322A1
公开(公告)日：2007-08-23
申请号：US11359356
申请日：2006-02-22
申请人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Nies , Thomas Lyerly
发明人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Nies , Thomas Lyerly
IPC分类号： G06F17/30
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/0639 , G06Q10/06393 , G06Q10/06395 , G06Q10/06398 , G06Q50/20
摘要： Systems and methods are disclosed for an integrated process for optimizing operations at a contact center. In one embodiment, the method comprises: defining contact center business goals; planning at least one campaign to implement the goals; scheduling and deploying a workforce in accordance with the campaign to produce agent-customer interactions; measuring agent performance on the interactions to produce quality metrics; analyzing the metrics to produce a rating; combining quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
摘要翻译：公开了用于在联络中心优化操作的集成过程的系统和方法。在一个实施例中，该方法包括：定义联络中心业务目标; 至少规划一个运动来实现目标; 根据活动调度和部署劳动力以产生代理 - 客户交互; 衡量代理人在互动上的表现以产生质量指标; 分析指标以产生评级; 结合质量指标制定绩效指标; 并在第二个活动的规划步骤中使用绩效指标或第一个活动的另一个迭代。

8. 发明申请

US20070198323A1 Systems and methods for workforce optimization and analytics 有权
标题翻译：劳动力优化和分析的系统和方法
公开(公告)号：US20070198323A1
公开(公告)日：2007-08-23
申请号：US11359358
申请日：2006-02-22
申请人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Nies , Thomas Lyerly
发明人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Nies , Thomas Lyerly
IPC分类号： G06F17/30
CPC分类号： G06Q10/00 , G06Q10/0639 , G06Q10/06395 , G06Q10/06398
摘要： Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a content recorder configured to record content of plurality of agent interactions; an analytics component configured to perform speech analysis on at least a portion of the agent interactions, and further configured to evaluate the interactions based on a plurality of criteria, producing a score; and a quality monitor configured to associate the analyzed interactions with interaction metadata.
摘要翻译：公开了用于在联络中心进行优化操作的系统和方法。在一个实施例中，集成联络中心包括：内容记录器，被配置为记录多个代理交互的内容; 分析组件，被配置为在所述代理交互的至少一部分上执行语音分析，并且还被配置为基于多个标准来评估所述交互，产生得分; 以及配置成将所分析的交互与交互元数据相关联的质量监视器。

9. 发明授权

US08331549B2 System and method for integrated workforce and quality management 有权
标题翻译：综合劳动力和质量管理体系和方法
公开(公告)号：US08331549B2
公开(公告)日：2012-12-11
申请号：US11742733
申请日：2007-05-01
申请人： Jason Fama , Simon Shvarts , Joseph Watson , Jeff Iannone
发明人： Jason Fama , Simon Shvarts , Joseph Watson , Jeff Iannone
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5233 , G06Q10/06
摘要： Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.
摘要翻译：提出了整合员工管理和质量监控的方法和系统。在一个实施例中，该方法包括以下步骤：接收关于技能的信息; 捕获由代理制成的多个触点; 接受联络人评估; 以及基于所述评估更新所述技能信息。该技能与代理相关联，评估测量代理技能。在另一个实施例中，该方法包括以下步骤：接收关于技能的信息; 捕获由代理制成的多个触点; 接受联络人的评估表; 以及基于所述技能信息来更新所述表单。该技能与代理相关联，并且该形式产生代理技能的度量。

10. 发明申请

US20080002823A1 System and Method for Integrated Workforce and Quality Management 有权
标题翻译：综合劳动力和质量管理体系与方法
公开(公告)号：US20080002823A1
公开(公告)日：2008-01-03
申请号：US11742733
申请日：2007-05-01
申请人： Jason Fama , Simon Shvarts , Joseph Watson , Jeff Iannone
发明人： Jason Fama , Simon Shvarts , Joseph Watson , Jeff Iannone
IPC分类号： H04M5/00
CPC分类号： H04M3/5233 , G06Q10/06
摘要： Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.
摘要翻译：提出了将劳动力管理和质量监测结合起来的方法和系统。在一个实施例中，该方法包括以下步骤：接收关于技能的信息; 捕获由代理制成的多个触点; 接受联络人评估; 以及基于所述评估更新所述技能信息。该技能与代理相关联，评估测量代理技能。在另一个实施例中，该方法包括以下步骤：接收关于技能的信息; 捕获由代理制成的多个触点; 接受联络人的评估表; 以及基于所述技能信息来更新所述表单。该技能与代理相关联，并且该形式产生代理技能的度量。

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