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公开(公告)号：US09723151B2
公开(公告)日：2017-08-01
申请号：US14887310
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5232 , G06N5/04 , G06N99/00 , G06Q10/063112 , H04L29/08 , H04L67/02 , H04L67/18 , H04L67/20 , H04L67/22 , H04L67/306 , H04M3/5233 , H04M3/5238 , H04M2203/40 , H04M2203/401
Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.
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公开(公告)号：US09986096B2
公开(公告)日：2018-05-29
申请号：US15242116
申请日：2016-08-19
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
CPC classification number: H04M3/5231 , H04M3/5232 , H04M3/5237
Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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公开(公告)号：US20180054525A1
公开(公告)日：2018-02-22
申请号：US15242116
申请日：2016-08-19
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
CPC classification number: H04M3/5231 , H04M3/5232 , H04M3/5237
Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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公开(公告)号：US09635181B1
公开(公告)日：2017-04-25
申请号：US14887297
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5233 , H04M3/5232 , H04M3/5238 , H04M2203/40 , H04M2203/401 , H04M2203/655
Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
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公开(公告)号：US20170111507A1
公开(公告)日：2017-04-20
申请号：US14887310
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5232 , G06N5/04 , G06N99/00 , G06Q10/063112 , H04L29/08 , H04L67/02 , H04L67/18 , H04L67/20 , H04L67/22 , H04L67/306 , H04M3/5233 , H04M3/5238 , H04M2203/40 , H04M2203/401
Abstract: A system and method for routing interactions to contact center agents. The system is adapted to concurrently identify a plurality of interactions waiting to be routed, and identify a plurality of candidate agents viable for handling the plurality of interactions. The system is also adapted to calculate a predicted wait time associated with each of the candidate agents. For each agent of the plurality of candidate agents, the system is adapted to estimate an expected value to be obtained by routing each of the plurality of the interaction to the agent. The expected value is a function of the predicted wait time. The system is further adapted to assign each of the plurality of the interactions to one of the plurality of candidate agents based on the estimated reward, and signal a routing device for routing each of the plurality of the interactions to the agent assigned to the interaction.
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Patent Agency Ranking
公开(公告)号：US10708428B2
公开(公告)日：2020-07-07
申请号：US15989859
申请日：2018-05-25
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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公开(公告)号：US20180278749A1
公开(公告)日：2018-09-27
申请号：US15989859
申请日：2018-05-25
Inventor： Vladimir Mezhibovsky , Nikolay Korolev , Vitaliy Teryoshin , Gregory Duclos , Herbert Ristock
Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
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公开(公告)号：US20170111509A1
公开(公告)日：2017-04-20
申请号：US14887297
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/5232 , H04M3/5238 , H04M2203/40 , H04M2203/401 , H04M2203/655
Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.
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公开(公告)号：US09716792B2
公开(公告)日：2017-07-25
申请号：US14887276
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5191 , H04M3/5233 , H04M3/5235
Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
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公开(公告)号：US20170111505A1
公开(公告)日：2017-04-20
申请号：US14887276
申请日：2015-10-19
Inventor： Conor McGann , Bharath Aravamudhan , Petr Makagon , Herbert Willi Artur Ristock , Yochai Konig , Gregory Duclos , Vyacheslav Zhakov , Damjan Pelemis
CPC classification number: H04M3/5191 , H04M3/5233 , H04M3/5235
Abstract: A system and method for muting interactions to contact center agents. The system is adapted to identify a network of agents and customers. Each node of the network represents either an agent or a customer, and a connection is made between the node representing the agent and the node representing the customer, in response to identifying a fit between the customer and the agent. The system is adapted to identify a current interaction to be routed, identify a first group of agents based on one or more constraints for generating one or more candidate agents, and determine the fit between a current customer and each of the candidate agents based on the network of agents and customers. The system is further adapted to select a particular agent of the candidate agents with a best fit, and transmit a signal for routing the current interaction to the particular agent.
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