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    ROUTING USER COMMUNICATIONS TO AGENTS
    21.
    发明申请
    ROUTING USER COMMUNICATIONS TO AGENTS 有权

    公开(公告)号：US20170163807A1

    公开(公告)日：2017-06-08

    申请号：US15431563

    申请日：2017-02-13

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Praphul Kumar ,  Aaron Wellman ,  Ahmed Tewfik Bouzid

    IPC: H04M3/51 ,  H04M3/523

    CPC classification number: H04M3/5183 ,  H04M3/4936 ,  H04M3/5166 ,  H04M3/523 ,  H04M3/5232 ,  H04M3/5238 ,  H04M2203/256 ,  H04M2203/556

    Abstract: A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.

    SYSTEM AND METHOD FOR MANAGING MULTIPLE INTERACTIONS
    22.
    发明申请
    SYSTEM AND METHOD FOR MANAGING MULTIPLE INTERACTIONS 审中-公开
    用于管理多个交互的系统和方法

    公开(公告)号：US20160349960A1

    公开(公告)日：2016-12-01

    申请号：US14726510

    申请日：2015-05-30

    Applicant: Genesys Telecommunications Laboratories, Inc.

    Inventor： Praphul Kumar ,  Ashish Thakkar ,  Leonid Vymenets ,  Herbert Ristock

    IPC: G06F3/0481 ,  H04M1/725 ,  H04M3/51 ,  G06F3/0484 ,  G06F3/0486

    CPC classification number: G06F3/04817 ,  H04M1/72522 ,  H04M3/5133 ,  H04M3/5141 ,  H04M3/5158 ,  H04M2201/42 ,  H04M2242/08

    Abstract: A system for managing interactions includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: identify first and second interactions by a user device, each of the first and second interactions being configured to alternately occupy a first area of a display screen of the user device; display an icon on the first area, the icon representing the second interaction, wherein attributes of the icon correspond to attributes of the second interaction; and modify the attributes of the icon based on a status of the second interaction.

    Abstract translation: 用于管理交互的系统包括：处理器; 存储器，其中所述存储器存储指令，所述指令在由所述处理器执行时使得所述处理器：由用户设备识别第一和第二交互，所述第一和第二交互中的每一个被配置为交替地占据显示器的第一区域 用户设备的屏幕; 在所述第一区域上显示图标，所述图标表示所述第二交互，其中所述图标的属性对应于所述第二交互的属性; 并且基于第二交互的状态来修改图标的属性。

    Flow designer for contact centers
    24.
    发明授权
    Flow designer for contact centers 有权
    联络中心流程设计师

    公开(公告)号：US09392112B2

    公开(公告)日：2016-07-12

    申请号：US14723429

    申请日：2015-05-27

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Leonid Vymenets ,  Praphul Kumar ,  Herbert Willi Artur Ristock ,  Vyacheslav Zhakov

    IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/523 ,  G06Q30/00 ,  H04M3/22 ,  G06F3/0484

    CPC classification number: H04M3/5175 ,  G06F3/04842 ,  G06Q30/016 ,  H04M3/2227 ,  H04M3/5166 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M7/0012

    Abstract: In a system for managing an interaction flow for a contact center, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.

    Abstract translation: 在用于管理联络中心的交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器在其上存储有指令，所述指令在由所述处理器执行时使得所述处理器：在图形显示器上显示交互流画布和交互块选择工具; 接收用户输入以向交互流画布添加第一交互块; 生成对应于第一交互块的第一交互指令; 并且接收用户输入以将第二交互块添加到所述交互流画布，其中所述第一交互指令包括在满足所述第一交互块的标准之后进行到所述第二交互块的指令。

    SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS FOR CONTACT CENTER BASED ON AGENT PROXIMITY
    25.
    发明申请
    SYSTEM AND METHOD FOR MANAGING CUSTOMER INTERACTIONS FOR CONTACT CENTER BASED ON AGENT PROXIMITY 有权
    基于代理机构管理联络中心客户互动的系统与方法

    公开(公告)号：US20160191712A1

    公开(公告)日：2016-06-30

    申请号：US14588403

    申请日：2014-12-31

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Ahmed Tewfik Bouzid ,  Pawel Harasimiuk ,  Aaron Wellman ,  Praphul Kumar ,  Herbert Willi Artur Ristock

    IPC: H04M3/523

    CPC classification number: H04M3/5233 ,  H04M3/5232 ,  H04M2242/30

    Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

    Abstract translation: 在用于管理客户联络中心的客户交互的方法中，所述方法包括：由处理器接收关于要路由的交互的信息; 由所述处理器识别与所述交互相关联的上下文; 由处理器接收与电子设备和第一邻近设备之间的接近度相关的第一邻近信息; 响应于接收到所述第一邻近信息，由所述处理器将对应于与所述交互相关联的上下文的代理的熟练度级别调整为第一值; 由处理器确定代理人是否有资格基于熟练程度来处理交互; 以及由所述处理器发送用于响应于确定所述代理人有资格基于所述熟练程度来处理所述交互的代理将所述交互路由到所述代理的消息。

    System and method for managing customer interactions for contact center based on agent proximity
    28.
    发明授权
    System and method for managing customer interactions for contact center based on agent proximity 有权

    公开(公告)号：US10666804B2

    公开(公告)日：2020-05-26

    申请号：US15968581

    申请日：2018-05-01

    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

    Inventor： Ahmed Tewfik Bouzid ,  Pawel Harasimiuk ,  Aaron Wellman ,  Praphul Kumar ,  Herbert Willi Artur Ristock

    IPC: H04M3/523

    Abstract: In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

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