公开(公告)号：US20210125117A1

公开(公告)日：2021-04-29

申请号：US16666498

申请日：2019-10-29

Applicant: Talkdesk, Inc.

Inventor： Katherine Krucek ,  Richard Lawrence ,  Jason Fama

IPC: G06Q10/06 ,  G06Q10/10 ,  H04M3/523 ,  H04M3/22 ,  G06F16/909

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：US20210117884A1

公开(公告)日：2021-04-22

申请号：US16656139

申请日：2019-10-17

Applicant: Talkdesk, Inc

Inventor： Richard Lawrence ,  Jason Fama

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

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：US20210081968A1

公开(公告)日：2021-03-18

申请号：US16573040

申请日：2019-09-17

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：US10931824B1

公开(公告)日：2021-02-23

申请号：US16668889

申请日：2019-10-30

Applicant: Talkdesk, Inc.

Inventor： Gennadiy Stepanov ,  Jason Fama ,  Richard Lawrence

IPC: H04M3/51 ,  H04M3/523

Abstract: Agents are grouped into skill groups based on the skills of each agent. Simulation are performed for a contact center with multiple queues, where agents from the skill groups are assigned to the queues based on the skills of the skill groups and the skills of the queues. After running the simulations, for each skill group and for each interval, the time each agent spent working using each associated skill is determined, and an average time for each skill is calculated for each interval. The average times are used to create a skill group weight for the skill group for each interval. Later, when the schedule engine is determining an agent placement for one or more intervals, the skill group weights for the intervals are used to calculate a score for the queues based on different agent placements. The placement with the best score (e.g., lowest) is implemented.