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    System and Method for Managing Communications in a Networked Call Center
    1.
    发明公开
    System and Method for Managing Communications in a Networked Call Center 审中-公开

    公开(公告)号：US20240305716A1

    公开(公告)日：2024-09-12

    申请号：US18117905

    申请日：2023-03-06

    Applicant: Talkdesk, Inc.

    Inventor： Ana Priscila Vieira Alves dos Santos ,  Bin Ren ,  Francisca Gomes Leal Santiago Pinto ,  Jose Miguel Fernandes Do Seixo Soares Guilherme ,  Xingchen Zhang

    IPC: H04M3/523

    CPC classification number: H04M3/5232 ,  H04M3/5238

    Abstract: Disclosed implementations include a sequence of logic in a call center system to facilitate warm transfer operations, including when the warm transfer is to a party that is not part of, or integrated with, the call center. Disclosed implementations utilize a connection module to capture and parse connection information, such as a phone number, in a web page or other display on an agent's terminal. The connection information is replaced with a link that can be recognized by the call center and visually recognized by the agent. This provides the agent with a “click-to-call” function that can be used to achieve connection to a third-party expert or associated web page. The connection module ascertains the agent's status in the call center system, and connection logic is applied, based on the status, to execute an appropriate connection strategy in response to selection of the click-to-call operation by the agent.

    Systems and methods for quality management system deployment
    6.
    发明授权
    Systems and methods for quality management system deployment 有权

    公开(公告)号：US11157856B2

    公开(公告)日：2021-10-26

    申请号：US16666498

    申请日：2019-10-29

    Applicant: Talkdesk, Inc.

    Inventor： Katherine Krucek ,  Richard Lawrence ,  Jason Fama

    IPC: H04M3/00 ,  G06Q10/06 ,  G06Q10/10 ,  G06F16/909 ,  H04M3/523 ,  H04M3/22 ,  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.

    SYSTEMS AND METHODS FOR SCHEDULING DEFERRED QUEUES
    7.
    发明申请
    SYSTEMS AND METHODS FOR SCHEDULING DEFERRED QUEUES 有权

    公开(公告)号：US20210218843A1

    公开(公告)日：2021-07-15

    申请号：US16744395

    申请日：2020-01-16

    Applicant: Talkdesk, Inc.

    Inventor： João Matias ,  Gennadiy Stepanov ,  Filipe Valeriano ,  João Tremoço

    IPC: H04M3/523 ,  G06Q10/06 ,  H04M3/51 ,  H04M3/42

    Abstract: A system for scheduling deferred communications is provided. A workload requirement for a deferred queue for each interval of a set of intervals is determined. Each workload may indicate the amount of work predicted for the associated interval. A staffing requirement for an immediate queue is received and may indicate the number of agents needed to handle the immediate communications for the same intervals. The system, for each interval, may consider the number of agents needed for the interval in the immediate queue. Because the deferred communications do not have to be handled at any particular interval, the system may, based on the workloads, schedule agents for the deferred queue where the immediate queue is less busy (a smaller number of agents are scheduled). The goal of the system being to smooth the intervals such that the total number of agents scheduled for each interval across the immediate queue and the deferred queue remains fairly constant.

    SYSTEMS AND METHODS FOR PREDICTING AND HANDLING SLACK PERIODS
    8.
    发明申请
    SYSTEMS AND METHODS FOR PREDICTING AND HANDLING SLACK PERIODS 有权

    公开(公告)号：US20210201246A1

    公开(公告)日：2021-07-01

    申请号：US16730273

    申请日：2019-12-30

    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.

    System for accessing an active call bar for a graphically interactive voice response system
    9.
    发明授权
    System for accessing an active call bar for a graphically interactive voice response system 有权

    公开(公告)号：US11019209B2

    公开(公告)日：2021-05-25

    申请号：US16699630

    申请日：2019-11-30

    Applicant: Talkdesk, Inc.

    Inventor： Tiago Paiva

    IPC: H04M3/00 ,  H04M3/51 ,  H04M3/523 ,  H04M3/493

    Abstract: The graphical programming call router features a rich library of powerful and easy-to-use components that administrators can use to seamlessly drop in contact center actions such as data dips, complex interactive voice responses (“IVRs”) and call recordings, among many others. This makes it easy to visualize the exact structure and outcome of any call flow. The graphical programming call router also offers granular queue management functionality so you can get specific around call prioritization, wait time and time-based actions on virtual queues.

    SYSTEMS AND METHODS FOR SCHEDULING CONTRACTOR AGENTS BASED ON RESIDUALS
    10.
    发明申请
    SYSTEMS AND METHODS FOR SCHEDULING CONTRACTOR AGENTS BASED ON RESIDUALS 有权

    公开(公告)号：US20210142247A1

    公开(公告)日：2021-05-13

    申请号：US16684767

    申请日：2019-11-15

    Applicant: Talkdesk, Inc.

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

    IPC: G06Q10/06 ,  H04M3/523

    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.

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