公开(公告)号：US20210127005A1

公开(公告)日：2021-04-29

申请号：US16668242

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Katherine Krucek ,  Richard Lawrence ,  Jason Fama

IPC: H04M3/51

Abstract: A system for quickly deploying QM systems in contact centers is provided. A user or administrator can quickly install a QM application on a deployment server. The administrator can provide the QM application access to the contact center data where the QM application can import data from the contact center routing system about one or more customers, agents, queues, teams, and any other information or items typically associated with contact center routing systems. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the QM application may execute one or more workflows to automatically determine information such as evaluation frequency and coaching frequency about the agents and teams, or to create or select quality forms to use for the evaluation one or more agents, teams, or contacts.

公开(公告)号：US20210117904A1

公开(公告)日：2021-04-22

申请号：US16656150

申请日：2019-10-17

Applicant: Talkdesk, Inc

Inventor： Richard Lawrence ,  Jason Fama

IPC: G06Q10/06 ,  G06Q10/10

Abstract: A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.

公开(公告)号：US20210117882A1

公开(公告)日：2021-04-22

申请号：US16654356

申请日：2019-10-16

Applicant: Talkdesk, Inc

Inventor： Richard Lawrence ,  Jason Fama

IPC: G06Q10/06 ,  G06Q10/10 ,  G06Q30/02 ,  H04M3/523 ,  H04W4/029

Abstract: A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.

公开(公告)号：US20210081969A1

公开(公告)日：2021-03-18

申请号：US16580119

申请日：2019-09-24

Applicant: Talkdesk, Inc

Inventor： Jason Fama ,  Patrick Russell ,  Richard Lawrence

IPC: G06Q30/02 ,  G06Q10/10 ,  G06Q10/06

Abstract: A surge engine is provided that predicts upcoming surges for a business such as a contact center or a retail environment. The surge engine may receive a schedule for the business that indicates one or more employees or agents that are scheduled to work for each period. The surge engine further receives a customer or workload forecast for each period that is based on historical customer and workload data for the business. The surge engine then predicts a surge for an upcoming period based on the workload forecast for that period and the schedule for that period. The surge engine may further consider real-time data about the busyness of the business when predicting surges. For each predicted surge, the surge engine automatically identifies employees or agents who may be available to work during the predicted surge, and offers them one or more incentives to work during the predicted surge.

公开(公告)号：US11783246B2

公开(公告)日：2023-10-10

申请号：US16656160

申请日：2019-10-17

Applicant: Talkdesk, Inc

Inventor： Richard Lawrence ,  Jason Fama

IPC: G06Q10/00 ,  G06Q10/0631 ,  G06Q10/1091 ,  H04W4/029 ,  G06Q10/0633 ,  G06Q10/1093 ,  G06Q30/0201 ,  G06Q30/0202 ,  H04M3/523 ,  G06F16/909

CPC classification number: G06Q10/063114 ,  G06F16/909 ,  G06Q10/0633 ,  G06Q10/06312 ,  G06Q10/1091 ,  G06Q10/1097 ,  G06Q30/0201 ,  G06Q30/0202 ,  H04M3/5233 ,  H04W4/029 ,  H04M2203/402

Abstract: A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.

公开(公告)号：US20210201245A1

公开(公告)日：2021-07-01

申请号：US16728655

申请日：2019-12-27

Applicant: Talkdesk, Inc.

Inventor： Katherine Krucek ,  Jason Fama ,  Richard Lawrence

IPC: G06Q10/06 ,  G06Q10/10

Abstract: A system for predicting slack periods is provided. The system predicts and detects time intervals for an entity (e.g., a contact center) where the amount of available work (e.g., call volume) is less than what can be handled by the number of employees (e.g., agents) that are scheduled to work during the time intervals. These detected intervals are referred to herein as “slack periods”. When slack periods are predicted or detected, the system encourages the employees to perform QM tasks during the slack periods and can even automatically schedule the QM tasks for the employees. To further encourage the completion of QM tasks during slack periods, the system can provide incentives for the employees to complete the QM tasks.

公开(公告)号：US20210201226A1

公开(公告)日：2021-07-01

申请号：US16730298

申请日：2019-12-30

Applicant: Talkdesk, Inc.

Inventor： Katherine Krucek ,  Jason Fama ,  Richard Lawrence

IPC: G06Q10/06 ,  G06Q10/10 ,  H04M3/51 ,  H04M3/523

Abstract: A system for predicting slack periods is provided. The system predicts and detects time intervals for an entity (e.g., a contact center) where the amount of available work (e.g., call volume) is less than what can be handled by the number of employees (e.g., agents) that are scheduled to work during the time intervals. These detected intervals are referred to herein as “slack periods”. When slack periods are predicted or detected, the system encourages the employees to perform QM tasks during the slack periods and can even automatically schedule the QM tasks for the employees. To further encourage the completion of QM tasks during slack periods, the system can provide incentives for the employees to complete the QM tasks.

公开(公告)号：US20210158243A1

公开(公告)日：2021-05-27

申请号：US16697410

申请日：2019-11-27

Applicant: Talkdesk, Inc.

Inventor： Jason Fama ,  Richard Lawrence

IPC: G06Q10/06 ,  G06N5/04

Abstract: An automated WFM system is provided that automates many of the tasks that were previously handled by a user or administrator associated with the system. The system handles forecast and schedule generation, as well as employee (e.g., agent) requests automatically and without any need for input from a user or administrator. The system minimizes the need for a dedicated employee to handle WFM, and only requests input for a user or administrator as a last resort.

公开(公告)号：US20210144259A1

公开(公告)日：2021-05-13

申请号：US16684770

申请日：2019-11-15

Applicant: Talkdesk, Inc.

Inventor： Jason Fama ,  Richard Lawrence ,  Spencer Wiedman ,  Tiago Paiva

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

Abstract: A system for predicting freelancer needs for an entity such as a contact center is provided. The system determines a residual for a queue at an interval based on the number of agents scheduled to wok during the interval, a forecast associated with the queue for the interval, and a service level goal for the interval. A residual is defined as the number of agents needed for the queue for the interval in order to meet the service goal for the interval. After determining the residual, the system can request one or more agents to work on the queue during the interval. As agents are scheduled for the queue for the interval, the residual may be recalculated to determine if additional contractor agents may be requested.

公开(公告)号：US20210142236A1

公开(公告)日：2021-05-13

申请号：US16680713

申请日：2019-11-12

Applicant: Talkdesk, Inc.

Inventor： Jason Fama ,  Richard Lawrence ,  Spencer Wiedman ,  Tiago Paiva

IPC: G06Q10/06 ,  G06Q10/10 ,  H04M3/523 ,  H04M3/51 ,  G06F16/909

Abstract: A system for predicting freelancer needs for an entity such as a contact center is provided. The system determines a residual for a queue at an interval based on the number of agents scheduled to wok during the interval, a forecast associated with the queue for the interval, and a service level goal for the interval. A residual is defined as the number of agents needed for the queue for the interval in order to meet the service goal for the interval. After determining the residual, the system can request one or more agents to work on the queue during the interval. As agents are scheduled for the queue for the interval, the residual may be recalculated to determine if additional contractor agents may be requested.