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1. 发明授权

US08078486B1 Systems and methods for providing workforce optimization to branch and back offices 有权
标题翻译：为分支机构和后勤处提供劳动力优化的系统和方法
公开(公告)号：US08078486B1
公开(公告)日：2011-12-13
申请号：US12171090
申请日：2008-07-10
申请人： Nicholas Alexander McLean , Shimon Keren , Daryl Demos , Michael Bourke , Jason Fama
发明人： Nicholas Alexander McLean , Shimon Keren , Daryl Demos , Michael Bourke , Jason Fama
IPC分类号： G06F9/44
CPC分类号： G06Q10/063 , G06Q10/06311 , G06Q10/063112 , G06Q10/063114 , H04M3/5191
摘要： Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of 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：提供了提供人力优化的系统和方法。一种有代表性的方法包括：规划实施业务目标的第一个活动; 根据活动来调度和部署劳动力以产生多个交互，涉及涉及客户和交互中心的第一代理的交互中的至少一个交互，所述交互中的至少另一个涉及客户和第二代理分公司或后台; 测量所述交互的至少一部分上的所述第一代理和第二代理的性能以产生所述代理的一组质量度量; 结合至少一部分质量度量来制作绩效指标; 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。

2. 发明申请

US20120072254A1 SYSTEMS AND METHODS FOR PROVIDING WORKFORCE OPTIMIZATION TO BRANCH AND BACK OFFICES 审中-公开
标题翻译：提供员工优先分配到后台的系统和方法
公开(公告)号：US20120072254A1
公开(公告)日：2012-03-22
申请号：US13302494
申请日：2011-11-22
申请人： Nicholas Alexander McLean , Shimon Keren , Daryl Demos , Michael Bourke , Jason Fama
发明人： Nicholas Alexander McLean , Shimon Keren , Daryl Demos , Michael Bourke , Jason Fama
IPC分类号： G06Q10/06
CPC分类号： G06Q10/063 , G06Q10/06311 , G06Q10/063112 , G06Q10/063114 , H04M3/5191
摘要： Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of 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：提供了提供人力优化的系统和方法。一种有代表性的方法包括：规划实施业务目标的第一个活动; 根据活动来调度和部署劳动力以产生多个交互，涉及涉及客户和交互中心的第一代理的交互中的至少一个交互，所述交互中的至少另一个涉及客户和第二代理分公司或后台; 测量所述交互的至少一部分上的所述第一代理和第二代理的性能以产生所述代理的一组质量度量; 结合至少一部分质量度量来制作绩效指标; 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。

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。

6. 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。

7. 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。

8. 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。

9. 发明申请

US20070206768A1 Systems and methods for workforce optimization and integration 有权
标题翻译：劳动力优化和整合的系统和方法
公开(公告)号：US20070206768A1
公开(公告)日：2007-09-06
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 Nies , Thomas Lverly
发明人： John Bourne , Ed Murray , Jeff Iannone , Shimon Keren , Nick McLean , Mike Bourke , Jason Fama , Joseph Watson , James Nies , Thomas Lverly
IPC分类号： H04M3/00 , H04M5/00
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

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。

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