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1. 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。

2. 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。

3. 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。

4. 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。

5. 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。

6. 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。

7. 发明授权

US08112298B2 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：US08112298B2
公开(公告)日：2012-02-07
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 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： G06Q10/06 , 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。

9. 发明授权

US08108237B2 Systems for integrating contact center monitoring, training and scheduling 有权
标题翻译：整合联络中心监控，培训和调度的系统
公开(公告)号：US08108237B2
公开(公告)日：2012-01-31
申请号：US11359532
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： H04M3/5175 , G06Q10/06311 , G06Q10/063112 , H04M2203/402
摘要： Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.
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：劳动力管理者，其包括调度器和跟踪功能; 以及课程分配功能，其被配置为接收代理的性能的至少一个指示符，并且还被配置为基于所述至少一个指示符向代理分配课程。

10. 发明申请

US20080181389A1 SYSTEMS AND METHODS FOR WORKFORCE OPTIMIZATION AND INTEGRATION 审中-公开
标题翻译：用于工作优化和整合的系统和方法
公开(公告)号：US20080181389A1
公开(公告)日：2008-07-31
申请号：US12059619
申请日：2008-03-31
申请人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Gordon Nies , Thomas Lverly
发明人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Gordon Nies , Thomas Lverly
IPC分类号： H04M3/22
CPC分类号： H04M3/5175 , G06Q10/06311 , G06Q10/063112 , H04M2203/402
摘要： Systems and methods are disclosed for an optimizing operations at a contact center. In one embodiment, an integrated contact center comprises: a workforce manager comprising a scheduler and a tracking function; and a lesson assignment function configured to receive at least one indicator of performance of the agent, and further configured to assign a lesson to the agent based on the at least one indicator.
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：劳动力管理者，其包括调度器和跟踪功能; 以及课程分配功能，其被配置为接收代理的性能的至少一个指示符，并且还被配置为基于所述至少一个指示符向代理分配课程。

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