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1. 发明授权

US07734783B1 Systems and methods for determining allocations for distributed multi-site contact centers 有权
标题翻译：用于确定分布式多站点联络中心分配的系统和方法
公开(公告)号：US07734783B1
公开(公告)日：2010-06-08
申请号：US11385499
申请日：2006-03-21
申请人： Mike Bourke , Jason Fama , Gal Josefsberg
发明人： Mike Bourke , Jason Fama , Gal Josefsberg
IPC分类号： G06F15/173
CPC分类号： H04L67/1021 , H04L67/1002 , H04M3/51 , H04M2203/402
摘要： Systems and methods for allocating resources, such as contact center agents, computer servers and recorders, among geographically distributed sites are provided. In this regard, a representative method comprises: creating a workload forecast, such as contact volume, and resource utilization, such as average interaction time, of events for a specified time frame as if the geographically distributed sites were co-located, performing discrete event-based simulation to assign or allocate the events to the resources as if the resources were co-located, and determining recommended allocations of the resources among the geographically distributed sites based on a relative distribution of events assigned to resources at each of the geographically distributed sites.
摘要翻译：提供了用于分配资源的系统和方法，例如联络中心代理，计算机服务器和记录器。在这方面，代表性的方法包括：如在地理分布的站点共处于一个特定的时间框架处，创建工作负载预测，例如联系人量和诸如平均交互时间的事件的平均交互时间，执行离散事件基于模拟，以将资源分配或分配给资源，就像资源共处一样，并且基于分配给每个地理分布的站点上的资源的事件的相对分布来确定地理分布的站点之间的资源的推荐分配。

2. 发明申请

US20100172485A1 SYSTEMS AND METHODS FOR DETERMINING ALLOCATIONS FOR DISTRIBUTED MULTI-SITE CONTACT CENTERS 审中-公开
标题翻译：用于确定分布式多站点联络中心分配的系统和方法
公开(公告)号：US20100172485A1
公开(公告)日：2010-07-08
申请号：US12725127
申请日：2010-03-16
申请人： Michael Bourke , Jason Fama , Gal Josefsberg
发明人： Michael Bourke , Jason Fama , Gal Josefsberg
IPC分类号： H04M3/00
CPC分类号： H04L67/1021 , H04L67/1002 , H04M3/51 , H04M2203/402
摘要： A system for allocating contact center resources among geographically distributed sub-centers of an enterprise comprises a processing system. The processing system is configured to create a distributed campaign for the enterprise, create a workload forecast of events for the distributed campaign, wherein the processing system, to create the workload forecast, is configured to treat the geographically distributed sub-centers as being co-located in a virtual contact center, execute a discrete event-based simulation utilizing the virtual contact center to allocate the events to the contact center resources, wherein the processing system, to execute the discrete event-based simulation, is configured to treat the contact center resources as being co-located in the virtual contact center, and determine recommended allocations of the contact center resources among the geographically distributed sub-centers based on a relative distribution of the events allocated to the contact center resources at the geographically distributed sub-centers.
摘要翻译：用于在企业的地理分布的子中心之间分配联络中心资源的系统包括处理系统。处理系统被配置为为企业创建分布式活动，为分布式活动创建事件的工作负载预测，其中，用于创建工作负载预测的处理系统被配置为将地理分布的子中心视为共享，位于虚拟联络中心中，使用虚拟联络中心执行基于事件的离散模拟，以将事件分配给联络中心资源，其中执行基于离散事件的模拟的处理系统被配置为处理联络中心资源共同位于虚拟联络中心，并且基于分配给地理分布的分中心的联络中心资源的事件的相对分布，确定地理分布的子中心之间的联络中心资源的推荐分配。

3. 发明授权

US08705723B2 Systems and methods for scheduling contact center agents 有权
标题翻译：调度联络中心代理的系统和方法
公开(公告)号：US08705723B2
公开(公告)日：2014-04-22
申请号：US12684027
申请日：2010-01-07
申请人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
发明人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , G06Q10/103 , H04M3/5233
摘要： Systems and methods for scheduling workforces are provided. In this regard, a representative method includes: generating a forecast requirement related to a volume of work to be handled by a first workforce and a second workforce, wherein the second workforce is remote from the first workforce; generating work schedules for personnel of the second workforce based on the forecast requirement and skills of the personnel of the second workforce; receiving information corresponding to the work schedules and the skills of the personnel of the second workforce that share work with the first workforce, wherein the work schedules comprise activities; correlating the skills contained in the information with skills that are to be used for scheduling personnel of the first workforce; correlating the activities contained in the information with activities that are to be used for scheduling the personnel of the first workforce; and generating work schedules for the personnel of the first workforce based, at least in part, on a correlation between the skills of the personnel of the second workforce and the first workforce and a correlation between the activities of the personnel of the second workforce and the first workforce.
摘要翻译：提供了安排员工队伍的系统和方法。在这方面，一种代表性的方法包括：产生与由第一劳动者和第二劳动力处理的工作量有关的预测要求，其中第二劳动力远离第一劳动力; 根据第二劳动力人员的预测要求和技能，为第二劳动者人员制定工作时间表; 接收与工作时间表相对应的信息和与第一劳动力共享工作的第二劳动力人员的技能，其中工作时间表包括活动; 将信息中包含的技能与将用于安排第一劳动力人员的技能相关联; 将信息中包含的活动与用于安排第一劳动力人员的活动相关联; 并且至少部分地基于第二劳动力人员的技能与第一劳动力之间的相关性以及第二劳动力人员的活动与第二劳动力的人员之间的相互关系，为第一劳动者的人员创造工作时间表第一劳动力

4. 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。

5. 发明授权

US07660407B2 Systems and methods for scheduling contact center agents 有权
标题翻译：调度联络中心代理的系统和方法
公开(公告)号：US07660407B2
公开(公告)日：2010-02-09
申请号：US11768349
申请日：2007-06-26
申请人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
发明人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
IPC分类号： H04M5/00
CPC分类号： H04M3/5237 , G06Q10/103 , H04M3/5233
摘要： Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.
摘要翻译：提供了调度联络中心代理的系统和方法。在这方面，代表性方法包括：接收与本地联络中心共享联系的远程联络中心的代理人的工作时间表和技能相应的信息; 将技能与用于本地联络中心的代理人的技能相关联; 以及至少部分地基于所述远程联络中心的代理人的技能与本地联络中心之间的相关性，以及对代理人的工作时间表的评估，为本地联络中心的代理生成工作表远程联络中心。

6. 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。

7. 发明授权

US07826608B1 Systems and methods for calculating workforce staffing statistics 有权
标题翻译：计算人力资源统计的系统和方法
公开(公告)号：US07826608B1
公开(公告)日：2010-11-02
申请号：US11394795
申请日：2006-03-31
申请人： Uri Peleg , Mike Bourke , Jason Fama , Vinod Prabhu
发明人： Uri Peleg , Mike Bourke , Jason Fama , Vinod Prabhu
IPC分类号： H04M3/00
CPC分类号： G06Q10/06
摘要： Systems and methods for determining workforce staffing statistics in a contact center are disclosed. In one embodiment, the method comprises the steps of: receiving activity records associated with agents; and producing queue-specific staff counts for an interval. The counts are based on an activity record subset, and an agent skill, and a contact queue skill set. In one embodiment, the system comprises: an activity collector operative to receive events; and a staff statistics calculator operative to determine a staff count for a specified staffing interval. Each of the events describes a worker activity. In this embodiment, the calculator comprises: logic for receiving activity records derived from one of the events; logic for identifying contact queues for each worker in the activity records; and logic for incrementing a contact queue staff count if at least one skill for the respective worker is included in the respective contact skill set.
摘要翻译：披露了确定联络中心员工人数统计数据的系统和方法。在一个实施例中，该方法包括以下步骤：接收与代理相关联的活动记录; 并生成队列特定的员工计数间隔。计数基于活动记录子集，代理技能和联系人队列技能集。在一个实施例中，系统包括：活动收集器，用于接收事件; 以及工作人员统计计算器，用于确定指定人员间隔的工作人员人数。每个事件都描述了一个工作人员的活动。在该实施例中，计算器包括：用于接收从事件之一导出的活动记录的逻辑; 识别活动记录中每个工作人员的联系人队列的逻辑; 以及用于递增联系人队列人员计数的逻辑，如果相应的工作人员的至少一个技能包括在相应的接触技能组中。

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

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

US20100114645A1 SYSTEMS AND METHODS FOR AUTOMATIC SCHEDULING OF A WORKFORCE 有权
标题翻译：自动安排员工的系统和方法
公开(公告)号：US20100114645A1
公开(公告)日：2010-05-06
申请号：US12686213
申请日：2010-01-12
申请人： Edward Hamilton , Jason Fama , Mike Bourke
发明人： Edward Hamilton , Jason Fama , Mike Bourke
IPC分类号： G06Q10/00
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, a method of workforce scheduling to handle an expected workload comprises, in an instruction execution system, receiving a first workforce schedule describing existing assignments of a plurality of workers to a plurality of shifts, each of the shifts being associated with a time range and a day; in response to a variance in the expected workload, selecting a modification to the first workforce schedule required to handle the variance in the expected workload during the day; and producing a second workforce schedule that modifies the length of at least one of the plurality of shifts to accommodate the modification to the first workforce schedule.
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，一种用于处理预期工作负载的劳动力调度方法包括在指令执行系统中，接收将多个工作人员的现有分配描述为多个班次的第一劳动力调度表，每个班次与时间相关联范围和一天; 为了响应预期工作负荷的差异，选择对白天处理预期工作量差异所需的第一劳动力时间表的修改; 以及生成修改所述多个班次中的至少一个班次的长度以适应对所述第一劳动力进度表的修改的第二劳动力进度表。

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