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1.发明授权System and method for enhancing, securing, controlling and customizing employee network applications and usage 有权用于增强，保护，控制和定制员工网络应用程序和使用的系统和方法公开(公告)号：US08615786B1
公开(公告)日：2013-12-24
申请号：US11939443
申请日：2007-11-13
IPC分类号： G06F7/04
CPC分类号： G06F21/55 , G06F21/554 , H04L63/0227 , H04L67/025
摘要： The invention relates to various solutions to the challenges of supporting call centers and networks having a plurality of network connected agents or employees. According to one aspect, the invention manages agent authentication, including hiding the authentication methods (e.g., username and password) from the agent. According to another aspect, the invention provides information bridging, such as entering previously-collected information in carrier site pages. According to yet another aspect, the invention provides scripting, such as performing agency-specific scripting and guidance. According to still another aspect, the invention restricts agents from visiting non-approved sites. According to yet another aspect, the invention monitors and logs data fields of particular interest.
摘要翻译： 本发明涉及支持具有多个网络连接代理或雇员的呼叫中心和网络的挑战的各种解决方案。 根据一个方面，本发明管理代理认证，包括从代理隐藏认证方法（例如，用户名和密码）。 根据另一方面，本发明提供信息桥接，例如在载体站点页面中输入先前收集的信息。 根据另一方面，本发明提供了脚本，例如执行机构特定的脚本和指导。 根据另一方面，本发明限制代理访问未批准的站点。 根据另一方面，本发明监视和记录特别感兴趣的数据字段。
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2.发明授权System and method for collecting and processing real-time events in a heterogeneous system environment 有权用于在异构系统环境中收集和处理实时事件的系统和方法公开(公告)号：US08135610B1
公开(公告)日：2012-03-13
申请号：US11871785
申请日：2007-10-12
申请人： Daniel John Bryce , Walter Lee Schaedle, Jr. , Randall Leonard Sterba , Randal Cameron Sue , Todd Christopher Williams
发明人： Daniel John Bryce , Walter Lee Schaedle, Jr. , Randall Leonard Sterba , Randal Cameron Sue , Todd Christopher Williams
IPC分类号： G06F17/00
CPC分类号： G06Q10/06395 , G06Q10/10 , G06Q40/08
摘要： A method and process according to the invention supports at least two distinct activities. A first activity relates to system analysis—the ability to collect, measure, track, monitor and report on health and performance of individual systems within a complex environment of highly interdependent and/or loosely coupled systems. Another activity relates to customer experience tracking—the ability to capture and track an entire customer's experience as that person interacts with multiple technologies such as a web site, telephony system and a set of agent tools. According some aspects, a system according to the invention provides the backbone for monitoring production systems and for enabling integrated, real-time reporting of a company (e.g. insurance agency) website, telephony system and agent desktop suite. In one example, the system uses specialized probes embedded in key processes to collect extensive, targeted information in a non-intrusive manner and to relay that information back to a centralized service for processing and further analysis. The key pieces of captured information are known as checkpoints.
摘要翻译： 根据本发明的方法和方法支持至少两个不同的活动。 第一个活动涉及系统分析 - 在高度相互依赖和/或松散耦合的系统的复杂环境中收集，测量，跟踪，监测和报告各个系统的健康和性能的能力。 另一个活动涉及客户体验跟踪 - 当人与多个技术（如网站，电话系统和一组代理工具）进行交互时，捕获和跟踪整个客户体验的能力。 根据一些方面，根据本发明的系统提供用于监视生产系统和实现公司（例如保险机构）网站，电话系统和代理桌面套件的集成的实时报告的主干。 在一个示例中，系统使用嵌入在关键过程中的专用探测器以非侵入式方式收集广泛的目标信息，并将该信息中继到中央服务处理和进一步分析。 捕获信息的关键部分称为检查点。
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3.发明授权HTTP header intermediary for enabling session-based dynamic site searches 有权用于启用基于会话的动态站点搜索的HTTP头中介公开(公告)号：US08380855B2
公开(公告)日：2013-02-19
申请号：US11299525
申请日：2005-12-12
IPC分类号： G06F15/16
摘要： In a computer network environment, a content-based session request issued by a search engine agent is modified to enable the search engine to index information from a server to maintain a state connection where the search engine agent cannot maintain session identification. The content-based session request is modified by a header intermediary module which then directs the request to target servers. The response from the web server is again modified by the header intermediary module prior to being sent to the client that issued the request. It is emphasized that this abstract is provided to comply with the rules requiring an abstract which will allow a searcher or other reader to quickly ascertain the subject matter of the technical disclosure. It is submitted with the understanding that it will not be used to interpret or limit the scope or the meaning of the claims.
摘要翻译： 在计算机网络环境中，由搜索引擎代理发布的基于内容的会话请求被修改，以使得搜索引擎能够从服务器索引信息，以维护搜索引擎代理不能维持会话标识的状态连接。 基于内容的会话请求由头部中介模块修改，然后头部中介模块将请求引导到目标服务器。 在发送给发出请求的客户端之前，头文件中介模块再次修改来自Web服务器的响应。 要强调的是，该摘要被提供以符合要求摘要的规则，这将允许搜索者或其他读者快速确定技术公开的主题。 提交它的理解是，它不会用于解释或限制权利要求的范围或含义。
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4.发明授权公开(公告)号：US08971520B1
公开(公告)日：2015-03-03
申请号：US11925589
申请日：2007-10-26
CPC分类号： H04M3/5233 , G06Q10/063112
摘要： The present invention relates to the assignment of calls to groups of call handlers in a call center environment. According to certain aspects, the present invention achieves an optimal balance between the level of service and overall cost by assigning a “common” pool skill to all call handlers in the system and by secondarily assigning one or more additional “rare” pool skills to each call handler. In this configuration, any call handler may receive calls (or other multiple media work assignments) from the states in the common pool while also receiving calls from the states in their additional rare pool(s). According to other aspects, a method according to the invention optimizes the selection of the skills to be included in each of the pools.
摘要翻译： 本发明涉及在呼叫中心环境中对呼叫处理程序组的呼叫的分配。 根据某些方面，本发明通过为系统中的所有呼叫处理者分配“公共”池技术，并且通过向每个服务器二次分配一个或多个附加的“罕见”池技术来实现服务水平和总体成本之间的最佳平衡 呼叫处理程序。 在该配置中，任何呼叫处理程序可以从公共池中的状态接收呼叫（或其他多媒体工作分配），同时还从其附加稀有池中的状态接收呼叫。 根据其他方面，根据本发明的方法优化了要包括在每个池中的技能的选择。
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