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    Graphical user interface for configuring contact center routing strategies
    1.
    发明授权
    Graphical user interface for configuring contact center routing strategies 有权

    公开(公告)号：US10194028B2

    公开(公告)日：2019-01-29

    申请号：US15910828

    申请日：2018-03-02

    申请人： GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

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

    IPC分类号： H04M3/00 ,  H04M3/51 ,  H04M3/42

    摘要： A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

    GRAPHICAL USER INTERFACE FOR CONFIGURING CONTACT CENTER ROUTING STRATEGIES
    3.
    发明申请
    GRAPHICAL USER INTERFACE FOR CONFIGURING CONTACT CENTER ROUTING STRATEGIES 有权
    用于配置联络中心路由策略的图形用户界面

    公开(公告)号：US20140177819A1

    公开(公告)日：2014-06-26

    申请号：US14086933

    申请日：2013-11-21

    申请人： Genesys Telecommunications Laboratories, Inc.

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

    IPC分类号： H04M3/523

    CPC分类号： H04M3/5175 ,  H04M3/42161 ,  H04M3/5183 ,  H04M2201/42 ,  H04M2203/158 ,  H04M2203/355 ,  H04M2203/408

    摘要： A system and method for composing a routing strategy for a contact center via a graphical user interface. The graphical user interface provides a plurality of selectable blocks and a workspace for assembling selected ones of the plurality of blocks. Each of the plurality of blocks is associated with logic for managing an interaction with the contact center. A processor receives identification of one of the blocks and identification of a location in the workspace area relative to other blocks in the workspace area, and places the identified block in the identified location. The processor generates the routing strategy based on the blocks in the workspace area and location of the blocks relative to each other in the workspace area. The processor also stores a layout of the blocks in the workspace area as a routing diagram for the routing strategy. The processor activates the routing strategy for managing the inbound interaction according to the activated routing strategy.

    摘要翻译： 一种用于通过图形用户界面为联络中心组成路由策略的系统和方法。 图形用户界面提供多个可选块和用于组合多个块中的选定块的工作空间。 多个块中的每个块与用于管理与联络中心的交互的逻辑相关联。 处理器接收相对于工作空间区域中的其他块的块中的一个的标识和工作空间区域中的位置的标识，并将识别的块放置在所识别的位置。 处理器基于工作空间区域中的块和工作区域中相对于彼此的块的位置来生成路由策略。 处理器还将工作区域中的块的布局存储为路由策略的路由图。 处理器根据激活的路由策略激活用于管理入站交互的路由策略。

    GRAPHICAL USER INTERFACE FOR MONITORING AND VISUALIZING CONTACT CENTER ROUTING STRATEGIES
    7.
    发明申请
    GRAPHICAL USER INTERFACE FOR MONITORING AND VISUALIZING CONTACT CENTER ROUTING STRATEGIES 有权
    用于监控和可视化联络中心路由策略的图形用户界面

    公开(公告)号：US20140233719A1

    公开(公告)日：2014-08-21

    申请号：US14086936

    申请日：2013-11-21

    申请人： Genesys Telecommunications Laboratories, Inc.

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

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

    CPC分类号： H04M3/5175 ,  G06F3/048 ,  G06Q10/06 ,  H04M3/5183 ,  H04M3/523 ,  H04M2201/42

    摘要： 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.

    摘要翻译： 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。

    Graphical User Interface With Contact Center Performance Visualizer
    8.
    发明申请
    Graphical User Interface With Contact Center Performance Visualizer 有权
    具有Contact Center Performance Visualizer的图形用户界面

    公开(公告)号：US20140211933A1

    公开(公告)日：2014-07-31

    申请号：US14086944

    申请日：2013-11-21

    申请人： Genesys Telecommunications Laboratories, Inc.

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

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

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

    摘要： 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.

    摘要翻译： 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。