公开(公告)号：US10127321B2

公开(公告)日：2018-11-13

申请号：US14629481

申请日：2015-02-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Bharath Aravamudhan ,  Conor McGann ,  Anand Pai Krishnanand Nitin ,  Bohdan Klepar ,  Andriy V. Ryabchun ,  Gordon Bell ,  Francisco Gutierrez ,  Josef Eric Eisner ,  Nikolay I. Korolev ,  Herbert Willi Artur Ristock ,  Stanislav Lypachanskyy

IPC: G06F17/30

Abstract: A system and method for proactively making knowledge offers. A processor is configured to gather information on interactions by a user with resources provided by an enterprise having a customer contact center. The processor anticipates need of the user based on the gathered information, and generates a query based on the anticipated need. Prior to the user expressly requesting knowledge relating to a particular topic, the processor proactively identifies and suggests the knowledge to the user based on the generated query. The processor receives feedback relating to the suggested knowledge and outputs based on the feedback, a relevance score for the suggested knowledge.

公开(公告)号：US20180074866A1

公开(公告)日：2018-03-15

申请号：US15818191

申请日：2017-11-20

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Vitaliy Teryoshin ,  Nikolay I. Korolev ,  Yevgeniy Petrovykh ,  Anand Pai Krishnanand Nitin

IPC: G06F9/50 ,  G06Q10/00 ,  H04M3/523

CPC classification number: G06F9/5083 ,  G06Q10/00 ,  G06Q10/06316 ,  H04M3/523 ,  H04M2201/40 ,  H04M2203/2038 ,  H04M2203/556 ,  Y04S10/54

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.

公开(公告)号：US10373171B2

公开(公告)日：2019-08-06

申请号：US14629474

申请日：2015-02-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Andriy V. Ryabchun ,  Nikolay I. Korolev ,  Herbert Willi Artur Ristock ,  Bharath Aravamudhan ,  Conor McGann ,  Anand Pai Krishnanand Nitin ,  Bohdan Klepar ,  Gordon Bell ,  Francisco Gutierrez ,  Josef Eric Eisner ,  Stanislav Lypchanskyy

IPC: G06Q30/00 ,  G06Q30/02

Abstract: A system and method for making engagement offers. A processor monitors a navigation path of a user navigating a website. The processor makes an offer for engagement with the user on a first web page reached by the user upon following the navigation path. The processor monitors a reaction of the user to the offer for engagement, and updates tag data associated with a second web page encountered by the user while traversing the navigation path. The tag data is updated based on the reaction of the user to the offer for engagement.

公开(公告)号：US20160378569A1

公开(公告)日：2016-12-29

申请号：US14754530

申请日：2015-06-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Vitaliy Teryoshin ,  Nikolay I. Korolev ,  Yevgeniy Petrovykh ,  Anand Pai Krishnanand Nitin

IPC: G06F9/50 ,  G06F17/30

CPC classification number: G06F9/5083 ,  G06Q10/00 ,  G06Q10/06316 ,  H04M3/523 ,  H04M2201/40 ,  H04M2203/2038 ,  H04M2203/556

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.

Abstract translation: 示出了将任务对象路由到多个代理的系统和方法，所述多个代理涉及分析输入缓冲器中的每个任务对象的内容，以确定与被添加到任务对象元数据中的任务对象的内容相关的分类，其被放置在第二 缓冲。 对第二缓冲区中的对象进行分析，并且对象元数据中的分类用于搜索表示代理特征的人力资源管理数据，以识别与分类相匹配的代理。 将路由策略应用于对象以选择代理，并将对象路由到代理的工作方。 另一方面涉及根据最近的系统条件，根据最近的系统状况，不包括基于工作流策略或状态数据而不能处理的对象，并且基于优先级顺序呈现剩余对象，或者根据最近的工作重新排列对象 状态信息。

公开(公告)号：US10162685B2

公开(公告)日：2018-12-25

申请号：US15818191

申请日：2017-11-20

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Vitaliy Teryoshin ,  Nikolay I. Korolev ,  Yevgeniy Petrovykh ,  Anand Pai Krishnanand Nitin

IPC: G06F9/46 ,  G06F9/50 ,  G06Q10/00 ,  H04M3/523 ,  G06Q10/06

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.

公开(公告)号：US09674361B2

公开(公告)日：2017-06-06

申请号：US14754484

申请日：2015-06-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Vitaliy Teryoshin ,  Nikolay I. Korolev ,  Yevgeniy Petrovykh ,  Anand Pai Krishnanand Nitin

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5191 ,  G06F9/48 ,  G06Q10/06316 ,  H04L29/08 ,  H04L67/1008 ,  H04L67/327 ,  H04M3/5175

Abstract: Systems and methods are shown for organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects to an agent based on order of priority or workflow strategy.

公开(公告)号：US09823949B2

公开(公告)日：2017-11-21

申请号：US14754530

申请日：2015-06-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Vitaliy Teryoshin ,  Nikolay I. Korolev ,  Yevgeniy Petrovykh ,  Anand Pai Krishnanand Nitin

IPC: G06F9/50 ,  G06Q10/00

CPC classification number: G06F9/5083 ,  G06Q10/00 ,  G06Q10/06316 ,  H04M3/523 ,  H04M2201/40 ,  H04M2203/2038 ,  H04M2203/556

Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.

公开(公告)号：US20160381222A1

公开(公告)日：2016-12-29

申请号：US14754484

申请日：2015-06-29

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert Willi Artur Ristock ,  Vidas Placiakis ,  Vitaliy Teryoshin ,  Nikolay I. Korolev ,  Yevgeniy Petrovykh ,  Anand Pai Krishnanand Nitin

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5191 ,  G06F9/48 ,  G06Q10/06316 ,  H04L29/08 ,  H04L67/1008 ,  H04L67/327 ,  H04M3/5175

Abstract: Systems and methods are shown for organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects to an agent based on order of priority or workflow strategy.

Abstract translation: 显示了系统和方法，用于根据最近的系统条件优先组织工作任务对象，不包括基于工作流策略或状态数据目前无法处理的对象，并根据优先级或工作流策略向代理呈现剩余对象。

公开(公告)号：US20160247165A1

公开(公告)日：2016-08-25

申请号：US14629474

申请日：2015-02-23

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Andriy V. Ryabchun ,  Nikolay I. Korolev ,  Herbert Willi Artur Ristock ,  Bharath Aravamudhan ,  Conor McGann ,  Anand Pai Krishnanand Nitin ,  Bohdan Klepar ,  Gordon Bell ,  Francisco Gutierrez ,  Josef Eric Eisner ,  Stanislav Lypchanskyy

IPC: G06Q30/00 ,  G06Q30/02

CPC classification number: G06Q30/016 ,  G06Q30/0201

Abstract: A system and method for making engagement offers. A processor monitors a navigation path of a user navigating a website. The processor makes an offer for engagement with the user on a first web page reached by the user upon following the navigation path. The processor monitors a reaction of the user to the offer for engagement, and updates tag data associated with a second web page encountered by the user while traversing the navigation path. The tag data is updated based on the reaction of the user to the offer for engagement.

Abstract translation: 一种用于制作订婚提供的系统和方法。 处理器监视浏览网站的用户的导航路径。 处理器在跟随导航路径时在用户所达到的第一网页上提供与用户的接合。 处理器监视用户对于参与的提议的反应，并且在遍历导航路径的同时更新与用户遇到的第二网页相关联的标签数据。 标签数据根据用户对参与报价的反应进行更新。