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：US09900435B2

公开(公告)日：2018-02-20

申请号：US13681417

申请日：2012-11-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Vitaliy Teryoshin ,  Herbert Willi Artur Ristock

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232 ,  H04M3/5141 ,  H04M3/523 ,  H04M3/5233

Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.

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：US09154627B2

公开(公告)日：2015-10-06

申请号：US13960627

申请日：2013-08-06

Applicant: Genesys Telecommunications Laboratories, Inc.

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

IPC: H04M3/00 ,  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。

公开(公告)号：US20140379936A1

公开(公告)日：2014-12-25

申请号：US14477792

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Nikolay Anisimov ,  Vyacheslav Sayko ,  Vitaliy Teryoshin

IPC: 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.

Abstract translation: 交互路由器包括执行存储在机器可读介质上的路由引擎的计算机化服务器，服务器处接收来自交互切换元件的信息的接口，关于在要路由的交换元件上接收到的交互的信息， 服务器到广域网（WAN），路由引擎的功能是判断是否进行一个或多个业务逻辑确定以选择用于交互的路由目的地，以及用于控制交换机以路由交互的功能。 如果要进行一个或多个业务逻辑确定，则路由引擎通过WAN从远程服务器请求业务逻辑确定，并且在从远程服务器接收到确定后，使用将控制切换元件的确定 路由互动。

公开(公告)号：US20140140498A1

公开(公告)日：2014-05-22

申请号：US13681417

申请日：2012-11-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Vladimir Mezhibovsky ,  Nikolay Korolev ,  Vitaliy Teryoshin ,  Herbert Willi Artur Ristock

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5141 ,  H04M3/523 ,  H04M3/5233

Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.

Abstract translation: 用于将联络中心中的活动路由到联络中心代理的方法包括：由处理器同时选择N个活动，其中N是大于1的整数; 由处理器同时识别N个联络中心代理; 由所述处理器识别与所述N个活动和所述N个联络中心代理相关联的一组或多组偏好; 基于一组或多组偏好，由处理器匹配N个活动和N个联络中心代理; 以及由处理器将N个活动中的一个或多个路由到匹配的联络中心代理。

公开(公告)号：US20140140495A1

公开(公告)日：2014-05-22

申请号：US13681420

申请日：2012-11-19

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Herbert Willi Artur Ristock ,  Vladimir Mezhibovsky ,  Nikolay Korolev ,  Vitaliy Teryoshin

IPC: H04M3/523

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。