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公开(公告)号：US20180074866A1
公开(公告)日：2018-03-15
申请号：US15818191
申请日：2017-11-20
Inventor： Herbert Willi Artur Ristock , Vidas Placiakis , Vitaliy Teryoshin , Nikolay I. Korolev , Yevgeniy Petrovykh , Anand Pai Krishnanand Nitin
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.
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公开(公告)号：US09854006B2
公开(公告)日：2017-12-26
申请号：US14477792
申请日：2014-09-04
Inventor： Nikolay Anisimov , Vyacheslav Sayko , Vitaliy Teryoshin
IPC: H04L12/26 , H04L29/06 , H04L12/721
CPC classification number: H04L65/1043 , H04L45/34 , H04L65/1096
Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.
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公开(公告)号：US20140334619A1
公开(公告)日：2014-11-13
申请号：US13960627
申请日：2013-08-06
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/5175 , H04M3/53333 , H04M2203/2077 , H04M2203/401 , H04M2203/402 , H04M2203/403
Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.
Abstract translation: 一种用于设置联络中心的代理交叉技能启用级别的系统和方法。 在一个实施例中，执行一系列模拟以确定针对各种情况的最佳交叉技能使能水平，例如，代理人数，每个代理在每种技能的熟练程度以及需要每个技能的传入交互请求的速率 的各种技能。 创建查找表，随后在操作之前或实时操作期间在联络中心的配置期间使用查找表，以调整代理交叉技能启用级别。
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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：US10110747B2
公开(公告)日：2018-10-23
申请号：US15470768
申请日：2017-03-27
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.
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Patent Agency Ranking
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：US09609131B2
公开(公告)日：2017-03-28
申请号：US14875365
申请日：2015-10-05
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
CPC classification number: H04M3/5233 , H04M3/5175 , H04M3/53333 , H04M2203/2077 , H04M2203/401 , H04M2203/402 , H04M2203/403
Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels.
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18.发明授权System and method for contact center activity routing based on agent preferences 有权基于代理偏好的联络中心活动路由的系统和方法公开(公告)号：US09392115B2
公开(公告)日：2016-07-12
申请号：US13681420
申请日：2012-11-19
CPC classification number: H04M3/5232 , H04M3/5233
Abstract: A method for routing activities in a contact center to contact center agents includes: identifying an activity to be routed to a contact center agent; identifying one or more parameters for handling the activity; identifying one or more contact center agents; retrieving preference settings for the identified one or more contact center agents; routing the activity to one of the identified contact center agents based on the identified one or more parameters and the retrieved preference settings.
Abstract translation: 将联络中心中的活动路由到联络中心代理的方法包括：识别要路由到联络中心代理的活动; 识别用于处理活动的一个或多个参数; 识别一个或多个联络中心代理; 检索所识别的一个或多个联络中心代理的偏好设置; 基于所识别的一个或多个参数和所检索的偏好设置，将活动路由到所识别的联络中心代理之一。
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公开(公告)号：US20160028893A1
公开(公告)日：2016-01-28
申请号：US14875365
申请日：2015-10-05
Inventor： Vidas Placiakis , Herbert Ristock , Nikolay Korolev , Merijn te Booij , Vitaliy Teryoshin
CPC classification number: H04M3/5233 , H04M3/5175 , H04M3/53333 , H04M2203/2077 , H04M2203/401 , H04M2203/402 , H04M2203/403
Abstract: A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill, enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills,, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels,
Abstract translation: 一种用于设置联络中心的代理交叉技能启用级别的系统和方法。 在一个实施例中，执行一系列模拟以确定各种情况下的最佳交叉技能，启用级别，例如代理人数，每个代理在每种技能的熟练程度以及进入的交互请求的速率 要求各种各样的技能。 创建查找表，随后在操作期间在联络中心的配置期间或在操作期间实时地使用查找表，以调整代理交叉技能使能水平，
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公开(公告)号：US20200280635A1
公开(公告)日：2020-09-03
申请号：US16805449
申请日：2020-02-28
Inventor： Vitaly Y. Barinov , Vitaliy Teryoshin , Yevgeniy Petrovykh , Arnaud Lejeune , Herbert Willi Artur Ristock
Abstract: A method for routing interactions arriving at a contact center. The method may include: providing a cost schedule for the interactions that includes a classifier in which categories of interaction types are defined and a cost value corresponding to each of the interaction types; providing a capacity value for agents; and routing the interactions in accordance with a routing process. The routing process may include: receiving the first interaction; pursuant to the classifier, classifying the first interaction as being a first interaction type; determining the cost value of the first interaction as being the cost value corresponding to the first interaction type in the cost schedule; calculating for each of the agents an available capacity; and routing the first interaction to a first agent based on the available capacity of the first agent being sufficient given the cost value.
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