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1. 发明申请

US20130142322A1 SYSTEM AND METHOD FOR ENHANCING CALL CENTER PERFORMANCE 有权
标题翻译：提高呼叫中心性能的系统和方法
公开(公告)号：US20130142322A1
公开(公告)日：2013-06-06
申请号：US13308859
申请日：2011-12-01
申请人： Maria Antonietta Grasso , Stefania Castellani , David S. Martin , Tommaso Colombino , Jutta K. Willamowski , Grégoire Gerard
发明人： Maria Antonietta Grasso , Stefania Castellani , David S. Martin , Tommaso Colombino , Jutta K. Willamowski , Grégoire Gerard
IPC分类号： H04M3/22
CPC分类号： G06Q10/06398
摘要： A system and method for visualizing performance metrics are disclosed. The system includes a data acquisition component which collects information related to a set of agents operating in a work environment, a performance metric computation component which computes, for one of the agents, values for a performance metric at each of a plurality of times within a selected time period, and a representation generator which generates a representation for display to the agent, the representation providing the agent with information on the agent's current value for the performance metric. A processor implements the data acquisition component, the performance metric computation component, and the representation generator.
摘要翻译：公开了用于可视化性能度量的系统和方法。该系统包括数据采集组件，其收集与在工作环境中操作的一组代理有关的信息;性能度量计算组件，其针对一个代理，针对一个代理中的一个，在多个时间内为每个执行度量计算值以及表示生成器，其生成用于向代理显示的表示，所述表示向代理提供关于代理对于性能度量的当前值的信息。处理器实现数据采集组件，性能度量计算组件和表示生成器。

2. 发明授权

US09208465B2 System and method for enhancing call center performance 有权
标题翻译：增强呼叫中心性能的系统和方法
公开(公告)号：US09208465B2
公开(公告)日：2015-12-08
申请号：US13308859
申请日：2011-12-01
申请人： Maria Antonietta Grasso , Stefania Castellani , David S. Martin , Tommaso Colombino , Jutta K. Willamowski , Grégoire Gerard
发明人： Maria Antonietta Grasso , Stefania Castellani , David S. Martin , Tommaso Colombino , Jutta K. Willamowski , Grégoire Gerard
IPC分类号： H04M3/00 , G06Q10/06
CPC分类号： G06Q10/06398
摘要： A system and method for visualizing performance metrics are disclosed. The system includes a data acquisition component which collects information related to a set of agents operating in a work environment, a performance metric computation component which computes, for one of the agents, values for a performance metric at each of a plurality of times within a selected time period, and a representation generator which generates a representation for display to the agent, the representation providing the agent with information on the agent's current value for the performance metric. A processor implements the data acquisition component, the performance metric computation component, and the representation generator.
摘要翻译：公开了用于可视化性能度量的系统和方法。该系统包括数据采集组件，其收集与在工作环境中操作的一组代理有关的信息;性能度量计算组件，其针对一个代理，针对一个代理中的一个，在多个时间内为每个执行度量计算值以及表示生成器，其生成用于向代理显示的表示，所述表示向代理提供关于代理对于性能度量的当前值的信息。处理器实现数据采集组件，性能度量计算组件和表示生成器。

3. 发明授权

US08384941B2 System and method for enabling an environmentally informed printer choice at job submission time 有权
标题翻译：用于在作业提交时刻实现环境信息的打印机选择的系统和方法
公开(公告)号：US08384941B2
公开(公告)日：2013-02-26
申请号：US12819437
申请日：2010-06-21
申请人： Victor Ciriza , Maria Antonietta Grasso , Yves Hoppenot , Jutta K. Willamowski
发明人： Victor Ciriza , Maria Antonietta Grasso , Yves Hoppenot , Jutta K. Willamowski
IPC分类号： G06F15/00 , G06F9/46
CPC分类号： G06F1/3203 , G06F1/3284 , G06F3/1219 , G06F3/1221 , G06F3/1229 , G06F3/126 , G06F3/1285 , H04N1/00222 , H04N1/00233 , H04N1/00323 , H04N1/00408 , H04N2201/0072 , H04N2201/0094 , Y02D10/159 , Y02D10/1592
摘要： A system and method for facilitating environmentally informed print job selection are provided. The method includes assigning a status to each of a set of networked printers, the status of an operational printer denoting a printer as being one of at least awake, asleep, and waking up soon. The assigned status is provided to a graphical user interface, enabling a user to compare the status and/or environmental costs of printing with user selectable ones of the set of printers.
摘要翻译：提供了一种用于促进环境信息的打印作业选择的系统和方法。该方法包括将状态分配给一组联网的打印机中的每一个，将打印机的操作打印机的状态指定为至少清醒，睡眠和快速唤醒之一。分配的状态被提供给图形用户界面，使得用户能够将打印的状态和/或环境成本与该组打印机中的用户可选择的成本进行比较。

4. 发明申请

US20110310428A1 SYSTEM AND METHOD FOR ENABLING AN ENVIRONMENTALLY INFORMED PRINTER CHOICE AT JOB SUBMISSION TIME 有权
标题翻译：在作业提交时间内启用环境通知的打印机选择的系统和方法
公开(公告)号：US20110310428A1
公开(公告)日：2011-12-22
申请号：US12819437
申请日：2010-06-21
申请人： Victor Ciriza , Maria Antonietta Grasso , Yves Hoppenot , Jutta K. Willamowski
发明人： Victor Ciriza , Maria Antonietta Grasso , Yves Hoppenot , Jutta K. Willamowski
IPC分类号： G06F3/12
CPC分类号： G06F1/3203 , G06F1/3284 , G06F3/1219 , G06F3/1221 , G06F3/1229 , G06F3/126 , G06F3/1285 , H04N1/00222 , H04N1/00233 , H04N1/00323 , H04N1/00408 , H04N2201/0072 , H04N2201/0094 , Y02D10/159 , Y02D10/1592
摘要： A system and method for facilitating environmentally informed print job selection are provided. The method includes assigning a status to each of a set of networked printers, the status of an operational printer denoting a printer as being one of at least awake, asleep, and waking up soon. The assigned status is provided to a graphical user interface, enabling a user to compare the status and/or environmental costs of printing with user selectable ones of the set of printers.
摘要翻译：提供了一种用于促进环境信息的打印作业选择的系统和方法。该方法包括将状态分配给一组联网的打印机中的每一个，将打印机的操作打印机的状态指定为至少清醒，睡眠和快速唤醒之一。分配的状态被提供给图形用户界面，使得用户能够将打印的状态和/或环境成本与该组打印机中的用户可选择的成本进行比较。

5. 发明授权

US09563656B2 Method and system to guide formulations of questions for digital investigation activities 有权
标题翻译：指导数字调查活动问题的方法和制度
公开(公告)号：US09563656B2
公开(公告)日：2017-02-07
申请号：US12781299
申请日：2010-05-17
申请人： Stefania Castellani , Nikolaos Lagos , Maria Antonietta Grasso , Frederic Roulland , Nicolas Hairon
发明人： Stefania Castellani , Nikolaos Lagos , Maria Antonietta Grasso , Frederic Roulland , Nicolas Hairon
IPC分类号： G06F17/00 , G06F17/30
CPC分类号： G06F17/30389
摘要： A system and method for guiding a user in building a query are disclosed. The method includes providing an interaction space in which a user formulates a query using a plurality of query building blocks selected from a predefined set of query building blocks. The user's formulation of the query is guided. Guiding selection of at least a next building block is provided by at least one of a content-based mechanism which limits the selection of the next building block to those which will yield at least one result from an indexed collection of documents, a structure-based selection mechanism which limits the selection of the next building block to those which meet a predefined grammar, and a usage-based selection mechanism which proposes a next building block based on patterns of building blocks used in building prior queries. Each of these guidance mechanisms may be provided with the result that the next block proposed is informed by each of the mechanisms.
摘要翻译：公开了一种用于指导用户构建查询的系统和方法。该方法包括提供交互空间，其中用户使用从预定义的一组查询构建块中选择的多个查询构建块来制定查询。指导用户对查询的描述。至少一个下一个构建块的指导选择由基于内容的机制中的至少一个提供，其将下一个构建块的选择限制为将从索引的文档集合产生至少一个结果的那些，基于结构的选择机制，其将下一个构建块的选择限制为满足预定义语法的选择机制;以及基于使用的选择机制，其基于用于构建先前查询的构建块的模式来提出下一个构建块。可以提供这些引导机制中的每一个，结果是所提出的下一个块被每个机制通知。

6. 发明授权

US07647534B2 Method for avoiding repetition of user actions by using past users' experiences 有权
标题翻译：通过使用过去用户体验来避免重复用户操作的方法
公开(公告)号：US07647534B2
公开(公告)日：2010-01-12
申请号：US11378134
申请日：2006-03-17
申请人： Stefania Castellani , Nicola Cancedda , Maria Antonietta Grasso , Jacki O'Neill
发明人： Stefania Castellani , Nicola Cancedda , Maria Antonietta Grasso , Jacki O'Neill
IPC分类号： G06F11/00
CPC分类号： G06Q10/00 , G03G15/502 , G03G15/5075 , G03G15/55 , G03G2215/00109
摘要： A method for assisting a user to connect a problem with a device, such as a printer includes extracting, from records comprising user actions on the device, string of user actions on the device. The string of user action is compared with at least one predetermined sequence of user actions for correction of predefined problem with the device. Based on the comparison, an evaluation is made as to whether at least one prior user has attempted the predetermined sequence and, if so, a procedure is implemented to avoid a user repeating the prior attempt.
摘要翻译：用于辅助用户将问题与诸如打印机的设备连接的方法包括从包括设备上的用户动作的记录中提取在设备上的用户动作串。将用户操作串与至少一个预定的用户动作序列进行比较，以便用于校正与设备的预定义问题。基于比较，评估至少一个在先用户是否尝试了预定的序列，如果是，则实施一个过程以避免用户重复先前的尝试。

7. 发明申请

US20110270771A1 System and method for a flexible management of the escalation of support for devices 审中-公开
标题翻译：系统和方法灵活地管理对设备的支持升级
公开(公告)号：US20110270771A1
公开(公告)日：2011-11-03
申请号：US12772692
申请日：2010-05-03
申请人： Jean-Marc Coursimault , Maria Antonietta Grasso , Frederic Roulland , Stefania Castellani
发明人： Jean-Marc Coursimault , Maria Antonietta Grasso , Frederic Roulland , Stefania Castellani
IPC分类号： G06Q10/00
CPC分类号： H04N1/00344 , G06Q10/06 , G06Q10/10 , G06Q30/016 , H04N2201/0082 , H04N2201/0098
摘要： A system and method are disclosed for determining when to escalate from one support level to a higher support level in assisting a user resolve a problem with a device. The method includes storing information on past users' interactions with a self help server during prior self help sessions, the self help server providing a first remote support level for troubleshooting a problem with a device. Information is stored on a current user's interactions with the self help server during a current self help session for troubleshooting the current user's problem with a device. A determination of when to provide for escalation to a higher remote support level for troubleshooting the current user's problem with the device is based on the stored information on the past users' interactions and the current user's interactions.
摘要翻译：公开了一种用于确定何时从一个支持级别升级到更高支持级别以帮助用户解决设备问题的系统和方法。该方法包括在先前的自助会话期间存储关于过去用户与自助服务器的交互的信息，自助服务器提供用于对设备的问题进行故障排除的第一远程支持级别。在当前的自助会话期间，信息存储在当前用户与自助服务器的交互中，以对当前用户的设备问题进行故障排除。确定什么时候提供升级到更高的远程支持级别，以排除当前用户的设备问题，这是基于存储的关于过去用户交互的信息和当前用户的交互。

8. 发明申请

US20090106224A1 REAL-TIME QUERY SUGGESTION IN A TROUBLESHOOTING CONTEXT 有权
标题翻译：实时查询建议在故障排除的背景下
公开(公告)号：US20090106224A1
公开(公告)日：2009-04-23
申请号：US11875183
申请日：2007-10-19
申请人： Frederic Roulland , Stefania Castellani , Aaron N. Kaplan , Maria Antonietta Grasso , Jacki O'Neill , Jonina Selin
发明人： Frederic Roulland , Stefania Castellani , Aaron N. Kaplan , Maria Antonietta Grasso , Jacki O'Neill , Jonina Selin
IPC分类号： G06F17/30
CPC分类号： G06F17/30646
摘要： A method for assisting a user to develop a query in a natural language includes receiving a user's query in a natural language and, while the user's query is being entered, presenting a subset of ranked query suggestions from a collection of ranked query suggestions to the user as candidates for user queries. The subset is based on that portion of the user's query already entered. The query suggestions in the subset of query suggestions are presented according to their respective rankings in the collection. Each of the query suggestions in the collection is formulated to retrieve at least one responsive instance in the knowledge base. The rankings of the query suggestions in the collection are based at least in part on stored logs of prior user sessions in which user queries were input to a search engine for retrieving responsive instances from the knowledge base.
摘要翻译：用于辅助用户以自然语言开发查询的方法包括以自然语言接收用户的查询，并且在输入用户的查询时，从排名的查询建议的集合向用户呈现排序的查询建议的子集作为用户查询的候选。该子集基于用户的查询已经输入的部分。查询建议子集中的查询建议根据其在集合中的相应排名进行呈现。该集合中的每个查询建议被制定为在知识库中检索至少一个响应实例。集合中的查询建议的排名至少部分地基于先前用户会话的存储日志，其中用户查询被输入到搜索引擎以从知识库中检索响应实例。

9. 发明申请

US20110282892A1 METHOD AND SYSTEM TO GUIDE FORMULATIONS OF QUESTIONS FOR DIGITAL INVESTIGATION ACTIVITIES 有权
标题翻译：指导数字调查活动问题的方法和系统
公开(公告)号：US20110282892A1
公开(公告)日：2011-11-17
申请号：US12781299
申请日：2010-05-17
申请人： Stefania Castellani , Nikolaos Lagos , Maria Antonietta Grasso , Frederic Roulland , Nicolas Hairon
发明人： Stefania Castellani , Nikolaos Lagos , Maria Antonietta Grasso , Frederic Roulland , Nicolas Hairon
IPC分类号： G06F17/30
CPC分类号： G06F17/30389
摘要： A system and method for guiding a user in building a query are disclosed. The method includes providing an interaction space in which a user formulates a query using a plurality of query building blocks selected from a predefined set of query building blocks. The user's formulation of the query is guided. Guiding selection of at least a next building block is provided by at least one of a content-based mechanism which limits the selection of the next building block to those which will yield at least one result from an indexed collection of documents, a structure-based selection mechanism which limits the selection of the next building block to those which meet a predefined grammar, and a usage-based selection mechanism which proposes a next building block based on patterns of building blocks used in building prior queries. Each of these guidance mechanisms may be provided with the result that the next block proposed is informed by each of the mechanisms.
摘要翻译：公开了一种用于指导用户构建查询的系统和方法。该方法包括提供交互空间，其中用户使用从预定义的一组查询构建块中选择的多个查询构建块来制定查询。指导用户对查询的描述。至少一个下一个构建块的指导选择由基于内容的机制中的至少一个提供，其将下一个构建块的选择限制为将从索引的文档集合产生至少一个结果的那些，基于结构的选择机制，其将下一个构建块的选择限制为满足预定义语法的选择机制;以及基于使用的选择机制，其基于用于构建先前查询的构建块的模式来提出下一个构建块。可以提供这些引导机制中的每一个，结果是所提出的下一个块被每个机制通知。

10. 发明申请

US20090257081A1 EXPECTED TIME TO COLLECT A PRINT JOB 有权
标题翻译：预计收集打印作业的时间
公开(公告)号：US20090257081A1
公开(公告)日：2009-10-15
申请号：US12100810
申请日：2008-04-10
申请人： Guillaume Bouchard , Stefania Castellani , Maria Antonietta Grasso
发明人： Guillaume Bouchard , Stefania Castellani , Maria Antonietta Grasso
IPC分类号： G06K15/00
CPC分类号： G06Q10/10
摘要： A time-to-collect measure is disclosed which may be used in generating a model for predicting an expected time-to-collect for print jobs. In the case of incomplete data, an algorithm recovers an optimal assignment of links between submission and collection events which allows a time to collect to be computed for one or more prior print jobs. A printing system may incorporate a time-to-collect system for making decisions based on the measure, such as the scheduling of pending print jobs or planning placement of printers.
摘要翻译：公开了一种时间收集措施，其可用于生成用于预测打印作业的期望的收集时间的模型。在不完整的数据的情况下，算法恢复提交和收集事件之间的链接的最佳分配，这允许为一个或多个现有打印作业计算时间。打印系统可以包括用于基于所述措施作出决定的时间收集系统，诸如待定打印作业的调度或打印机的计划放置。

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