公开(公告)号：US20150365532A1

公开(公告)日：2015-12-17

申请号：US14304585

申请日：2014-06-13

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Herbert W.A. Ristock ,  Grygoriy Budilovsky ,  Vyacheslav Zhakov

IPC: H04M3/54 ,  H04M3/51 ,  H04M7/00 ,  H04L29/06

CPC classification number: H04M3/541 ,  H04L65/1006 ,  H04L65/1096 ,  H04M3/5183 ,  H04M7/006

Abstract: A system and method provide an indication by a calling device of a transfer preference for an interaction with a called device. The called device is enabled or restricted to transfer the interaction based on the transfer preference. The transfer preference is provided by a session initiation protocol or various other call topologies.

Abstract translation: 系统和方法通过呼叫装置提供与被叫设备的交互的转移偏好的指示。 被叫设备被启用或限制为基于传输优先级传送交互。 转移优先级由会话发起协议或各种其他呼叫拓扑提供。

公开(公告)号：US20140376413A1

公开(公告)日：2014-12-25

申请号：US14477779

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Vyacheslav Zhakov

IPC: H04M7/00 ,  H04M15/00

CPC classification number: H04M7/0075 ,  H04M3/5166 ,  H04M15/08 ,  H04M15/56 ,  H04M15/8044 ,  H04M2242/15

Abstract: A system for managing customer-to-business voice communication has a network-connected communications device and instructions executable on the communications device from a non-transitory physical medium, the instructions providing a first function for determining if a destination asserted requires treatment, a second function for sending data from the communications device to a network-connected server, a third function for receiving alternative destination information from the server, and a fourth function for establishing communication with the business based on the returned destination information.

Abstract translation: 用于管理客户到企业语音通信的系统具有网络连接的通信设备和可从非暂时物理介质在通信设备上执行的指令，所述指令提供用于确定目的地被确定是否需要处理的第一功能，第二 用于从通信设备向网络连接的服务器发送数据的功能，用于从服务器接收替代目的地信息的第三功能，以及基于返回的目的地信息建立与业务的通信的第四功能。

公开(公告)号：US20140233719A1

公开(公告)日：2014-08-21

申请号：US14086936

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Adrian Lee-Kwen

IPC: H04M3/51 ,  G06F3/048 ,  H04M3/523

CPC classification number: H04M3/5175 ,  G06F3/048 ,  G06Q10/06 ,  H04M3/5183 ,  H04M3/523 ,  H04M2201/42

Abstract: A system and method for monitoring and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Abstract translation: 一种用于通过图形用户界面监视和可视化联络中心路由策略的系统和方法。 图形用户界面显示描述联络中心路由策略的路由图。 路由图包括多个块，每个块与用于管理与联络中心的交互的逻辑相关联。 处理器监视联络中心的性能，因为与联络中心的交互根据路由策略进行管理。 处理器识别受联络中心性能影响的多个块中的一个，并进一步识别与所识别的块相关联的阈值。 处理器确定联络中心性能是否满足阈值，并且基于该确定来修改所识别的块的视觉外观。

公开(公告)号：US20140211933A1

公开(公告)日：2014-07-31

申请号：US14086944

申请日：2013-11-21

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Leonid Vymenets ,  David Beilis ,  Michael Davies ,  Aaron Surty ,  Vyacheslav Zhakov ,  Vidas Placiakis

IPC: H04M3/51 ,  G06T11/00 ,  G06T11/20 ,  G06T11/60

CPC classification number: H04M3/5175 ,  G06Q10/06 ,  G06Q10/10 ,  G06Q50/30 ,  G06T11/001 ,  G06T11/206 ,  G06T11/60 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/401

Abstract: A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.

Abstract translation: 通过图形用户界面监视和可视化联络中心性能的系统和方法。 处理器识别多个联络中心度量，识别多个联络中心度量的预测值，并且显示具有表示多个联络中心度量的预测值的多个顶点的参考几何对象。 处理器还确定多个联络中心度量的实际值和覆盖在参考几何对象的显示器上的当前几何对象的显示。 当前的几何对象具有表示多个联络中心度量的实际值的多个顶点。 当前几何对象与参考几何对象的偏差是一个或多个实际值与预测值的偏差的指示。