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1. 发明授权

US06453038B1 System for integrating agent database access skills in call center agent assignment applications 有权
标题翻译：在呼叫中心代理分配应用程序中集成代理数据库访问技能的系统
公开(公告)号：US06453038B1
公开(公告)日：2002-09-17
申请号：US09586168
申请日：2000-06-01
申请人： Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Paul L. Richman , Darryl J. Maxwell
发明人： Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Paul L. Richman , Darryl J. Maxwell
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/42059 , H04M3/5235 , H04M2203/551 , H04M2242/22
摘要： The system for integrating agent database access skills in call center agent assignment applications dynamically generates data indicative of an agent's effective skill level by mapping the agent's acquired skills into their augmented skills representative of their ability to use the various automated resources that are required to satisfy the customer's request. The determined effective skill level is automatically updated as changes in the agent's effective skills are measured. In order to distribute work among the agents based upon agent skill levels, there must be a measure of each agent's competence with a particular skill. The pool of agents is divided into categories of those who must use guided problem solving tools to service a customer request, those who can address issues beyond the scope of the guided problem solving tool, and those who exhibit various levels of efficacy in using the guided problem solving tool. The system for integrating agent database access skills in call center agent assignment applications automatically computes an agent's effective skill level, which is a term used herein to describe a metric indicative of the agent's overall knowledge management ability consisting of both acquired skills and augmented skills.
摘要翻译：在呼叫中心代理分配应用程序中集成代理数据库访问技能的系统通过将代理人获得的技能映射到增强技能中来动态地生成指示代理人有效技能水平的数据，代表其使用满足以下要求所需的各种自动化资源的能力客户要求当测量代理人的有效技能的变化时，确定的有效技能水平会自动更新。为了基于代理技能水平在代理商之间分配工作，必须对每个代理人的能力进行特定技能的度量。代理商池分为那些必须使用指导性解决问题工具来服务客户请求的人员，那些可以解决超出指导性问题解决工具范围的问题的人员以及使用指导解决问题的工具在呼叫中心代理分配应用中集成代理数据库访问技能的系统自动计算代理的有效技能水平，这是本文中使用的术语，用于描述指示代理人的综合知识管理能力的度量，包括获得的技能和增强技能。

2. 发明授权

US06704410B1 System for automatically assigning skill levels to multiple skilled agents in call center agent assignment applications 有权
标题翻译：用于自动将技能等级分配给呼叫中心代理分配应用中的多个熟练代理的系统
公开(公告)号：US06704410B1
公开(公告)日：2004-03-09
申请号：US09586174
申请日：2000-06-01
申请人： Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Paul L. Richman , Darryl J. Maxwell
发明人： Keith R. McFarlane , Andrew Derek Flockhart , Lucinda M. Sanders , Paul L. Richman , Darryl J. Maxwell
IPC分类号： H04M300
CPC分类号： H04M3/5233 , H04M3/42059 , H04M3/5235 , H04M2203/551 , H04M2242/22
摘要： The system for integrating agent database access skills in call center agent assignment applications dynamically generates data indicative of an agent's effective skill level by mapping the agent's acquired skills into their augmented skills representative of their ability to use the various automated resources that are required to satisfy the customer's request. The determined effective skill level is automatically updated as changes in the agent's effective skills are measured. In order to distribute work among the agents based upon agent skill levels, there must be a measure of each agent's competence with a particular skill. The pool of agents is divided into categories of those who must use guided problem solving tools to service a customer request, those who can address issues beyond the scope of the guided problem solving tool, and those who exhibit various levels of efficacy in using the guided problem solving tool. The system for integrating agent database access skills in call center agent assignment applications automatically computes an agent's effective skill level, which is a term used herein to describe a metric indicative of the agent's overall knowledge management ability consisting of both acquired skills and augmented skills.
摘要翻译：在呼叫中心代理分配应用程序中集成代理数据库访问技能的系统通过将代理人获得的技能映射到增强技能中来动态地生成指示代理人有效技能水平的数据，代表其使用满足以下要求所需的各种自动化资源的能力客户要求当测量代理人的有效技能的变化时，确定的有效技能水平会自动更新。为了基于代理技能水平在代理商之间分配工作，必须对每个代理人的能力进行特定技能的度量。代理商池分为那些必须使用指导性解决问题工具来服务客户请求的人员，那些可以解决超出指导性问题解决工具范围的问题的人员以及使用指导解决问题的工具在呼叫中心代理分配应用中集成代理数据库访问技能的系统自动计算代理的有效技能水平，这是本文中使用的术语，用于描述指示代理人的综合知识管理能力的指标，包括获得的技能和增强技能。

3. 发明授权

US06463346B1 Workflow-scheduling optimization driven by target completion time 有权
标题翻译：目标完成时间驱动的工作流调度优化
公开(公告)号：US06463346B1
公开(公告)日：2002-10-08
申请号：US09415577
申请日：1999-10-08
申请人： Andrew D. Flockhart , Darryl J. Maxwell , Keith Robert McFarlane , Paul L. Richman , Lucinda M. Sanders
发明人： Andrew D. Flockhart , Darryl J. Maxwell , Keith Robert McFarlane , Paul L. Richman , Lucinda M. Sanders
IPC分类号： G06F1900
CPC分类号： G06Q10/10 , H04M3/523 , H04M3/5238
摘要： The flow of work items (40) through a workflow process (50) is optimized by repeatedly reordering (FIG. 3) work items enqueued in inbox queues (21) of workflow process tasks (500) to maximize results according to a given business strategy expressed through target times. Each enqueued work item has an associated in-queue rating (IQR 28) that represents the number of queue positions (23) that the work item can be retarded or needs to be advanced to meet its target time. When a work item enters a queue and whenever a work item changes its queue position, its IQR is computed. An optimization function is then performed (404) on the queue to determine an order of the enqueued work items that optimizes a metric of those work items that may fail to meet their target times. The work items in the queue are then reordered (406) accordingly.
摘要翻译：通过工作流过程（50）的工作项目（40）的流程通过在工作流过程任务（500）的收件箱队列（21）中重新排序（图3）工作项目来优化，以根据给定的业务策略来最大化结果通过目标时间表达。每个入队的工作项目都具有相关的队列等级（IQR 28），其表示工作项目可以被延迟或需要被提前以满足其目标时间的队列位置数（23）。当工作项目进入队列时，每当工作项目更改其队列位置时，计算其IQR。然后在队列上执行优化功能（404）以确定优化可能无法达到其目标时间的那些工作项的度量的入队工作项的顺序。队列中的工作项随后重新排序（406）。

4. 发明授权

US06972761B1 Method and apparatus for monitoring work center operations 有权
标题翻译：监测工作中心操作的方法和装置
公开(公告)号：US06972761B1
公开(公告)日：2005-12-06
申请号：US09634158
申请日：2000-08-09
申请人： Kenneth Charles Cox , Lichan Hong , Vladimir Nepustil , Paul L. Richman
发明人： Kenneth Charles Cox , Lichan Hong , Vladimir Nepustil , Paul L. Richman
IPC分类号： G06T11/20 , H04M3/51
CPC分类号： H04M3/51 , G06T11/206 , H04M3/5175
摘要： A work center monitoring system includes an output device, such as a cathode ray tube (CRT), liquid crystal display (LCD), or other display device and a display controller. The controller formats work center information to be displayed on the output device as single-valued and multi-valued display segments. Each segment displays information related to work center activities, which may be categorized as various skills. The displays may be provided to a work center supervisor to assist in the management of a work center, such as a contact and fulfillment center. Current and historical values of the parameters may be displayed, simultaneously, or in sequence. The values of the displayed parameters may be different types, such as any of a variety of numerical representations which might represent the number of calls in one or more queues, or the oldest call in a queue, for example. The values may be indicative of the elapsed time for servicing the oldest call in a queue, or other indications of time. The information being displayed may derive from a number of sources such as a work center management database, directly from a call management system, or from some other source. In accordance with the principles of the invention, the displayed parameter representations include indicia of “permissible” parameter values. One such indicator might be an “I-beam” glyph that indicates the highest and lowest acceptable values for a particular parameter. The area immediately surrounding such an “I-beam” glyph may include further indicia, such as graduated zones of acceptability.
摘要翻译：工作中心监视系统包括诸如阴极射线管（CRT），液晶显示器（LCD）或其它显示装置和显示控制器的输出装置。控制器将工作中心信息格式化，以在输出设备上显示为单值和多值显示段。每个细分显示与工作中心活动相关的信息，可分为各种技能。显示器可以被提供给工作中心主管以帮助管理诸如联系和履行中心的工作中心。参数的当前值和历史值可以同时或依次显示。显示的参数的值可以是不同的类型，例如可以表示一个或多个队列中的呼叫数量的多种数字表示中的任何一种，或队列中最早的呼叫。这些值可以指示用于维护队列中最早呼叫的经过时间，或其他时间指示。正在显示的信息可以从诸如工作中心管理数据库的多个来源，直接来自呼叫管理系统或来自其他来源。根据本发明的原理，所显示的参数表示包括“允许”参数值的标记。一个这样的指示器可以是指示特定参数的最高和最低可接受值的“I-beam”字形。围绕这样一个“I-beam”字形的区域可以包括进一步的标记，例如可接受度的分级区域。

5. 发明授权

US07239316B1 Method and apparatus for graphically manipulating data tables 失效
标题翻译：用于图形操作数据表的方法和装置
公开(公告)号：US07239316B1
公开(公告)日：2007-07-03
申请号：US09711403
申请日：2000-11-13
申请人： Kenneth Charles Cox , Lichan Hong , Paul L. Richman , Jose F. Velez , Robert C Steiner
发明人： Kenneth Charles Cox , Lichan Hong , Paul L. Richman , Jose F. Velez , Robert C Steiner
IPC分类号： G06T11/20
CPC分类号： G06T11/206 , Y10S707/99943
摘要： An interactive display system includes a display such as a cathode ray tube (CRT), for example, and a display controller. The display controller and display operate in concert to display graphical images that are representative of numerical, tabular, data. The display system may be used to edit, for example, to create or modify, the data tables being graphically represented. The edited data tables may be used to simulate processes, such as workflow processes.
摘要翻译：交互式显示系统包括例如阴极射线管（CRT）的显示器和显示控制器。显示控制器和显示器一致地显示代表数字，表格，数据的图形图像。显示系统可以用于编辑例如创建或修改图形表示的数据表。编辑的数据表可以用于模拟流程，例如工作流程。

6. 发明授权

US6009162A Telecommunication feature for exchange of translation information between a computer and a telecommunication switching system 失效
标题翻译：用于在计算机和电信交换系统之间交换翻译信息的电信功能
公开(公告)号：US6009162A
公开(公告)日：1999-12-28
申请号：US742788
申请日：1996-10-31
申请人： Frank J. Bogart , Fatsing Chou , Thomas S. Fisher , Paul L. Richman
发明人： Frank J. Bogart , Fatsing Chou , Thomas S. Fisher , Paul L. Richman
IPC分类号： H04M3/42 , H04M3/51 , H04M3/00
CPC分类号： H04M3/51 , H04M3/42323
摘要： Transferring administration information from a switching system to a computer telephony integration (CTI) terminal via a standard telecommunication link by the CTI terminal executing a feature on the switching system. Advantageously, the information is transferred from the switching system to the CTI terminal utilizing standard display messages as would be displayed on a voice terminal having a display unit. Further, the user of the CTI terminal can request only subsets of the system administration information. Using a voice terminal having a display unit, the user can access individual segments of the administration information.
摘要翻译： CTI终端通过标准的电信链路将交换系统的管理信息从交换系统传送到计算机电话集成终端，CTI终端在交换系统上执行特征。有利地，利用将显示在具有显示单元的语音终端上的标准显示消息，将信息从交换系统传送到CTI终端。此外，CTI终端的用户只能请求系统管理信息的子集。使用具有显示单元的语音终端，用户可以访问管理信息的各个段。

7. 发明授权

US4582959A Message waiting alerting method 失效
标题翻译：消息等待报警方式
公开(公告)号：US4582959A
公开(公告)日：1986-04-15
申请号：US617325
申请日：1984-06-05
申请人： Theodore A. Myslinski , Paul L. Richman
发明人： Theodore A. Myslinski , Paul L. Richman
IPC分类号： H04M3/42 , H04M3/537 , H04M3/50
CPC分类号： H04M3/537
摘要： An automatic message waiting alerting arrangement in a telephone switching system. Messages for parties served by the system are automatically and manually generated and stored in a database. A message waiting indicator associated with a station is automatically activated only when the database contains an unaccessed message for the station, even though other accessed messages may be retained in the database for the convenience of the station owner. An "accessed" indicator included with each stored message is set to an "unaccessed" state when the message is initially stored. The indicator is set to an "accessed" state when the corresponding message is accessed by an authorized party. At the termination of an access session, the data base is searched for unaccessed messages for the station and the message waiting indicator is activated only if at least one unaccessed message for the station is found.
摘要翻译：一种在电话交换系统中的自动消息等待告警装置。由系统服务的各方的消息将自动和手动生成并存储在数据库中。与台站相关联的消息等待指示符仅在数据库中包含该站不通的消息时自动激活，即使其他访问的消息可能保留在数据库中，以方便站所有者。当存储消息时，每个存储的消息中包括的“访问”指示符被设置为“未处理”状态。当授权方访问相应的消息时，指示灯被设置为“已访问”状态。在访问会话终止时，搜索数据库用于该站的未处理的消息，并且仅当找到该站的至少一个未处理的消息时才激活消息等待指示符。

8. 发明授权

US5898772A Logical PC agent 失效
标题翻译：逻辑PC代理
公开(公告)号：US5898772A
公开(公告)日：1999-04-27
申请号：US865042
申请日：1997-05-29
申请人： Paul A. Connors , Paul L. Richman
发明人： Paul A. Connors , Paul L. Richman
IPC分类号： H04M3/42 , H04M3/51 , H04M3/22
CPC分类号： H04M3/51 , H04M3/42323
摘要： Allowing an agent to customize their CTI terminal with respect to a variety of terminal attributes such as those associated with previous phone activity, configuration information such as color, and graphical statistical representation of ACD center information. The telecommunication agent is able to store information defining this customization and to retrieve it at another CTI terminal at a later point in time. The storage of the customization information is performed as a file on a file server common to all CTI terminals. The result is that no software must be custom written for the file server in order to allow the saving of customized information. In addition, the programs controlling the CTI terminals are independent of the communication protocol that is utilized between the CTI terminals and the file server. A second embodiment of the invention allows the administrator of a call center to specify that each group of agents will utilize the same customization information. This group customization information is stored on each CTI terminal which reduces the real time load on the file server when a new agent work session starts. Also, each CTI terminal periodically polls the file server to see if a new set of group customization information has been stored on the file server. Call center administrators will routinely store new group customization information on the file server. If a new set of group customization information has been stored on the file server, the CTI terminal accesses this information and stores it internal to the CTI terminal.
摘要翻译：允许代理人针对诸如与之前的电话活动相关联的各种终端属性，诸如颜色的配置信息和ACD中心信息的图形统计表示来定制其CTI终端。电信代理能够存储定义该定制的信息，并在稍后的时间点在另一个CTI终端处检索它。定制信息的存储作为所有CTI终端公用的文件服务器上的文件执行。结果是，为了允许保存定制信息，不能为文件服务器定制任何软件。此外，控制CTI终端的程序与CTI终端和文件服务器之间利用的通信协议无关。本发明的第二实施例允许呼叫中心的管理员指定每组代理将使用相同的定制信息。该组定制信息存储在每个CTI终端上，当新的代理工作会话启动时，这可以减少文件服务器上的实时负载。此外，每个CTI终端定期轮询文件服务器以查看文件服务器上是否存储了一组新的组定制信息。呼叫中心管理员将在文件服务器上定期存储新的组定制信息。如果文件服务器上存储了一组新的组定制信息，则CTI终端访问该信息并将其存储在CTI终端内部。

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