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    • 62. 发明申请
    • BANK QUEUE MONITORING SYSTEMS AND METHODS
    • 银行队监督系统和方法
    • WO2008013756A2
    • 2008-01-31
    • PCT/US2007016515
    • 2007-07-23
    • DEAN CLIFF EDWARDS
    • DEAN CLIFF EDWARDS
    • G06F15/02G06F9/46
    • G06Q10/00G06Q10/06315G06Q10/0633
    • A system for monitoring a queue including an entry sensor subsystem for sensing the entrance of customers into the queue, an exit sensor subsystem for sensing the exit of customers from the queue, and a processing system in communication with the entry and exit sensor subsystems. The processing system is operable to log a customer sensed by the entry sensor as entering the queue, determine from the exit sensor subsystem if the logged customer has exited the queue within a predetermined time period, and if the logged customer has exited the queue within the predetermined time period, log the customer as having received service or, if the logged customer has not exited the queue within the predetermined time period, provide an indication to management personnel.
    • 一种用于监视队列的系统,包括用于感测客户进入队列的入口传感器子系统,用于感测客户从队列中退出的出口传感器子系统,以及与入口和出口传感器子系统通信的处理系统。 处理系统可操作以将由入口传感器感测的客户记录为进入队列,从出口传感器子系统确定所记录的客户是否在预定时间段内已经退出队列,并且如果记录的客户已经退出了在 预定时间段,将客户记录为接收到服务,或者如果记录的客户在预定时间段内没有退出队列,则向管理人员提供指示。
    • 66. 发明申请
    • UNIVERSAL WORKFLOW-BASED ROUTING
    • 通用的基于工作流的路由
    • WO2007021329A3
    • 2007-10-11
    • PCT/US2006015037
    • 2006-04-20
    • TELEPHONY WORKBORODOW ELIEZERZER RANALJANE ALISEEBAUER WILLIAMYAHMADI IMEDMARGULIES EDWIN
    • BORODOW ELIEZERZER RANALJANE ALISEEBAUER WILLIAMYAHMADI IMEDMARGULIES EDWIN
    • G05B19/418
    • G06Q10/10G06Q10/06G06Q10/06316G06Q10/0633
    • The present invention facilitates the creation and implementation of Workflow Templates and also the designation of linkage between these templates and specific projects dealing with different media type handling. Workflow Templates are used to automatically generate user interface views which will be used by agents, knowledge workers, supervisors and customers. Such Workflow Templates provide the means to create, define and store the name and definition of and "trigger points" for each workflow item. The trigger points for when a document is used are also determined when creating the template. Further, in creating a Workflow Templates the administrator can instruct the system to save scripts associated with the template that can be saved as XML, EDI, JSP, CGI, VXML, etc. so as to be able to automatically generate documents or logic flows consistent with the target media type for the anticipated interactions with customers.
    • 本发明促进了工作流程模板的创建和实现,并且还指定了这些模板与处理不同媒体类型处理的特定项目之间的联系。 工作流程模板用于自动生成用户界面视图,供代理,知识工作者,主管和客户使用。 此类工作流程模板提供了创建,定义和存储每个工作流程项目的名称和定义以及“触发点”的方法。 创建模板时,也会确定使用文档时的触发点。 此外,在创建工作流模板时,管理员可以指示系统保存与可以保存为XML,EDI,JSP,CGI,VXML等的模板相关联的脚本,以便能够自动生成一致的文档或逻辑流 与目标媒体类型进行预期的与客户的互动。
    • 68. 发明申请
    • INTEGRATED TRANSACTIONAL WORKFLOWS DISTRIBUTED ACROSS MULTIPLE CONTACT CENTERS
    • 在多个联系中心分布的集成的交互式工作流
    • WO2007044615A2
    • 2007-04-19
    • PCT/US2006039304
    • 2006-10-06
    • GOODWELL TECHNOLOGIESBOLIEK DAVIDDELLINGER BARTMACHACEK ROMAINCOFANO JOHN
    • BOLIEK DAVIDDELLINGER BARTMACHACEK ROMAINCOFANO JOHN
    • G06F7/00
    • G06Q10/0633G06Q10/067G06Q10/10Y10S715/965
    • The integration of transactional workflows that are distributed across multiple contact centers is described herein. Respective agent interfaces can execute concurrently with applications running at two or more contact centers. These interfaces enable agents at the contact centers to conduct respective interactions with a customer. As the interactions progresses, the agents can enter data related to the interactions via the agent interfaces. The agent interfaces need not be integrated with the applications or the contact center infrastructure, thereby eliminating the expense of performing such integration. Instead, the agents can use both the application and the agent interfaces concurrently while interacting with the customer. Data entered by one agent via the interface can be made available to the other agent, thereby enabling the agents to cooperate with one another, and integrating the respective interactions into a cohesive transactional workflow.
    • 本文描述了跨多个联络中心分布的事务工作流的集成。 各个代理接口可以与在两个或多个联络中心运行的应用程序并发执行。 这些接口使联络中心的代理能够与客户进行各自的交互。 随着交互的进行,代理可以通过代理界面输入与交互相关的数据。 代理接口不需要与应用程序或联络中心基础架构集成,从而消除执行此类集成的费用。 相反,代理可以在与客户交互的同时同时使用应用程序和代理接口。 由一个代理经由接口输入的数据可以被提供给另一个代理,从而使得代理能够彼此协作,并将各个交互集成到一致的事务工作流中。
    • 69. 发明申请
    • COMPETITIVE USABILITY ASSESSMENT SYSTEM
    • 竞争性可用性评估系统
    • WO2007002065A2
    • 2007-01-04
    • PCT/US2006023950
    • 2006-06-20
    • HONEYWELL INT INCLABERGE JASON CMING KOW YOUNGHAJDUKIEWICZ JOHN R
    • LABERGE JASON CMING KOW YOUNGHAJDUKIEWICZ JOHN R
    • G06F11/34
    • G06Q10/0633G06Q10/0635G06Q10/0639G06Q10/06395G06Q30/02G06Q30/0201
    • An assessment system utilizing usability engineering and six sigma. An assessment may involve task analysis incorporating process maps or the like. This analysis may be extended into a development of user interface (Ul) maps. Information about customer needs may be obtained from a voice of the customer (VOC). This information may be used in a failure mode and effects analysis (FMEA) table. Usability engineering may be used to analyze usability data. Results may include usability problems and positive features enterable into the FMEA table. Usability profiles may be drawn from information and ratings in the FMEA table. A quality function deployment (QFD) may be used to prioritize usability findings with reference to the FMEA table. There may be a strengths, weaknesses, opportunities and threats (SWOT) analysis. Affinity diagrams, used to categorize information from usability profiles, the QFD, the SWOT and the FMEA table, may provide design direction for successor applications.
    • 利用可用性工程和六西格玛的评估系统。 评估可能涉及包含流程图等的任务分析。 这种分析可以扩展到用户界面(UI)地图的开发中。 有关客户需求的信息可以从客户的声音(VOC)中获得。 该信息可用于故障模式和影响分析(FMEA)表。 可用性工程可用于分析可用性数据。 结果可能包括可用性问题和可进入FMEA表格的积极特征。 可用性配置文件可能来自FMEA表中的信息和评分。 参照FMEA表,可以使用质量功能展开(QFD)来确定可用性结果的优先级。 可能存在优势,劣势,机会和威胁(SWOT)分析。 用于分类来自可用性分布,QFD,SWOT和FMEA表的信息的亲和图可以为后续应用提供设计指导。