公开(公告)号：US09210266B2

公开(公告)日：2015-12-08

申请号：US14477824

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5191 ,  H04L65/1069 ,  H04L65/601 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/523

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

Abstract translation: 提供了一种系统和方法，以允许Web浏览器应用和联络中心资源之间的实时通信，其中由双方支持的媒体编解码器可能不同。 处理器被配置为桥接在浏览器和联络中心资源之间交换的媒体。 在桥接媒体时，处理器基于针对web浏览器应用的媒体的第一媒体编解码器对媒体进行转码，并且基于针对来自联系中心资源的媒体的第二媒体编解码器进一步对媒体进行转码。

公开(公告)号：US20140126715A1

公开(公告)日：2014-05-08

申请号：US13956271

申请日：2013-07-31

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

IPC: H04M3/523

CPC classification number: H04M3/5191 ,  H04L65/1069 ,  H04L65/601 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/523

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

Abstract translation: 提供了一种系统和方法，以允许Web浏览器应用和联络中心资源之间的实时通信，其中由双方支持的媒体编解码器可能不同。 处理器被配置为桥接在浏览器和联络中心资源之间交换的媒体。 在桥接媒体时，处理器基于针对web浏览器应用的媒体的第一媒体编解码器对媒体进行转码，并且基于针对来自联系中心资源的媒体的第二媒体编解码器进一步对媒体进行转码。

公开(公告)号：US11367029B2

公开(公告)日：2022-06-21

申请号：US16802538

申请日：2020-02-26

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： James Murison ,  Johnson Tse ,  Gaurav Mehrotra ,  Anthony Lam

IPC: G06Q10/06 ,  G06N3/08 ,  G10L15/22 ,  G10L15/18 ,  G10L15/16 ,  G10L15/04 ,  G10L15/08

Abstract: A system and method are presented for adaptive skill level assignments of agents in contact center environments. A client and a service collaborate to automatically determine the effectiveness of an agent handling an interaction that has been routed using skills-based routing. Evaluation operations may be performed including emotion detection, transcription of audio to text, keyword analysis, and sentiment analysis. The results of the evaluation are aggregated with other information such as the interaction's duration, agent skills and agent skill levels, and call requirement skills and skill levels, to update the agent's profile which is then used for subsequent routing operations.

公开(公告)号：US20150378577A1

公开(公告)日：2015-12-31

申请号：US14320528

申请日：2014-06-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Henry Lum ,  Anthony Lam ,  David Ollinger

IPC: G06F3/0484

CPC classification number: G06F3/048 ,  G06Q10/10 ,  G06Q30/02

Abstract: In a system for recording agent interactions, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: initiate a screen recording session on an electronic device; monitor for a media communication occurring on the electronic device; generate a metadata file corresponding to the media communication, wherein the metadata file comprises a start time of the media communication with respect to the screen recording session; display a user interface to display a video of the screen recording session, wherein the user interface includes a progress bar for the video; display a marker based on the metadata file; and navigate to a location of the video corresponding to the media communication in response to detecting a selection of the marker.

Abstract translation: 在用于记录代理交互的系统中，该系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器：在电子设备上发起屏幕记录会话; 监视在电子设备上发生的媒体通信; 生成与所述媒体通信相对应的元数据文件，其中所述元数据文件包括关于所述屏幕记录会话的媒体通信的开始时间; 显示用户界面以显示所述屏幕记录会话的视频，其中所述用户界面包括用于所述视频的进度条; 基于元数据文件显示标记; 并且响应于检测到所述标记的选择，导航到与所述媒体通信相对应的视频的位置。

公开(公告)号：US08867731B2

公开(公告)日：2014-10-21

申请号：US13956271

申请日：2013-07-31

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04M3/523

CPC classification number: H04M3/5191 ,  H04L65/1069 ,  H04L65/601 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/523

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

Abstract translation: 提供了一种系统和方法，以允许Web浏览器应用和联络中心资源之间的实时通信，其中由双方支持的媒体编解码器可能不同。 处理器被配置为桥接在浏览器和联络中心资源之间交换的媒体。 在桥接媒体时，处理器基于针对web浏览器应用的媒体的第一媒体编解码器对媒体进行转码，并且基于针对来自联系中心资源的媒体的第二媒体编解码器进一步对媒体进行转码。

公开(公告)号：US09648169B2

公开(公告)日：2017-05-09

申请号：US14960219

申请日：2015-12-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

IPC: H04M3/00 ,  H04M5/00 ,  H04L12/66 ,  H04M3/523 ,  H04M3/51 ,  H04L29/06

CPC classification number: H04M3/5191 ,  H04L65/1069 ,  H04L65/601 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/523

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

公开(公告)号：US20160165051A1

公开(公告)日：2016-06-09

申请号：US14960219

申请日：2015-12-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

IPC: H04M3/51 ,  H04M3/523 ,  H04L29/06

CPC classification number: H04M3/5191 ,  H04L65/1069 ,  H04L65/601 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/523

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

公开(公告)号：US20150063557A1

公开(公告)日：2015-03-05

申请号：US14477824

申请日：2014-09-04

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Henry Lum ,  Anthony Lam ,  Vyacheslav Sayko

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  H04L65/1069 ,  H04L65/601 ,  H04M3/5133 ,  H04M3/5183 ,  H04M3/523

Abstract: A system and method is provided to allow for real-time communication between a web browser application and a contact center resource, where media codecs supported by the two parties may differ. A processor is configured to bridge the media exchanged between the browser and contact center resource. In bridging the media, the processor transcodes the media based on a first media codec for media directed to and from the web browser application, and further transcodes the media based on the second media codec for media directed to and from a contact center resource.

Abstract translation: 提供了一种系统和方法，以允许Web浏览器应用和联络中心资源之间的实时通信，其中由双方支持的媒体编解码器可能不同。 处理器被配置为桥接在浏览器和联络中心资源之间交换的媒体。 在桥接媒体时，处理器基于针对web浏览器应用的媒体的第一媒体编解码器对媒体进行转码，并且基于针对来自联系中心资源的媒体的第二媒体编解码器进一步对媒体进行转码。

公开(公告)号：US20200272976A1

公开(公告)日：2020-08-27

申请号：US16802538

申请日：2020-02-26

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： James Murison ,  Johnson Tse ,  Gaurav Mehrotra ,  Anthony Lam

IPC: G06Q10/06 ,  G06N3/08 ,  G10L15/22 ,  G10L15/04 ,  G10L15/18 ,  G10L15/16

Abstract: A system and method are presented for adaptive skill level assignments of agents in contact center environments. A client and a service collaborate to automatically determine the effectiveness of an agent handling an interaction that has been routed using skills-based routing. Evaluation operations may be performed including emotion detection, transcription of audio to text, keyword analysis, and sentiment analysis. The results of the evaluation are aggregated with other information such as the interaction's duration, agent skills and agent skill levels, and call requirement skills and skill levels, to update the agent's profile which is then used for subsequent routing operations.

公开(公告)号：US20150378561A1

公开(公告)日：2015-12-31

申请号：US14320502

申请日：2014-06-30

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： David Ollinger ,  Henry Lum ,  Anthony Lam

IPC: G06F3/0484 ,  G06F17/30 ,  G06F3/0481

CPC classification number: G06Q30/016 ,  G06Q10/06398

Abstract: In a system for recording agent interactions, the system includes: a processor; and a memory coupled to the processor, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to: initiate a screen recording session on an electronic device; receive a plurality of media communications during the screen recording session; generate a plurality of images of the screen recording session, each of the images corresponding to one of the media communications; and display at least one of the images in a playback user interface.

Abstract translation: 在用于记录代理交互的系统中，该系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器存储有指令，所述指令在由所述处理器执行时使所述处理器：在电子设备上发起屏幕记录会话; 在屏幕记录会话期间接收多个媒体通信; 生成屏幕记录会话的多个图像，每个图像对应于媒体通信之一; 并且在回放用户界面中显示至少一个图像。