公开(公告)号：US20180278749A1

公开(公告)日：2018-09-27

申请号：US15989859

申请日：2018-05-25

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Vitaliy Teryoshin ,  Gregory Duclos ,  Herbert Ristock

IPC: H04M3/523 ,  H04M3/51

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.

公开(公告)号：US09723145B2

公开(公告)日：2017-08-01

申请号：US14726471

申请日：2015-05-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Cliff Bell ,  Daniel Stoops ,  Steve O'Donoghue ,  Herbert Ristock

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

CPC classification number: H04M3/5175 ,  G06Q10/06393 ,  G06Q10/06398

Abstract: A system and method include a contact center to provide an interaction between a customer and agent. An analytics server connects with the contact center to parse a text of the interaction and determine an intent and a topic of the interaction based on the parsed text. The analytics server determines an implicit survey score for the interaction based on comparing the intent and the topic of the interaction with an intent and a topic of an interaction that was correlated with an explicit survey score.

公开(公告)号：US09609131B2

公开(公告)日：2017-03-28

申请号：US14875365

申请日：2015-10-05

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vidas Placiakis ,  Herbert Ristock ,  Nikolay Korolev ,  Merijn te Booij ,  Vitaliy Teryoshin

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/51

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.

公开(公告)号：US20160028893A1

公开(公告)日：2016-01-28

申请号：US14875365

申请日：2015-10-05

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vidas Placiakis ,  Herbert Ristock ,  Nikolay Korolev ,  Merijn te Booij ,  Vitaliy Teryoshin

IPC: H04M3/523 ,  H04M3/51

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，

公开(公告)号：US20140337072A1

公开(公告)日：2014-11-13

申请号：US13893036

申请日：2013-05-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Eric W. Tamblyn ,  Herbert Ristock ,  Yochai Konig

IPC: G06Q10/06

CPC classification number: G06Q10/06311

Abstract: A system and method for analyzing interactions between end users and contact center agents, and for generating work items. An interaction analytics server analyzes contact center interactions, continuously or in batches, for characteristics including topics, sentiment, satisfaction, and business outcome, and delivers the results to an intelligent workload distribution server, which generates one or more work items for assignment to suitably skilled agents or stakeholders.

Abstract translation: 用于分析最终用户和联络中心代理之间的交互以及用于生成工作项的系统和方法。 交互分析服务器可以连续或分批地分析联系中心的互动，包括主题，情绪，满意度和业务成果等特征，并将结果传递给智能工作负载分布服务器，该服务器生成一个或多个工作项目，以分配给适当的技术人员 代理商或利益相关者。