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公开(公告)号：US10194028B2
公开(公告)日：2019-01-29
申请号：US15910828
申请日：2018-03-02
发明人： Leonid Vymenets , David Beilis , Michael Davies , Aaron Surty , Vyacheslav Zhakov , Adrian Lee-Kwen
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.
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公开(公告)号：US20150350437A1
公开(公告)日：2015-12-03
申请号：US14723429
申请日：2015-05-27
IPC分类号： H04M3/51 , G06F3/0484 , H04M3/523
CPC分类号： H04M3/5175 , G06F3/04842 , G06Q30/016 , H04M3/2227 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M7/0012
摘要： In a system for managing an interaction flow for a contact center, 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: display on a graphical display, an interaction flow canvas and an interaction block selection tool; receive a user input to add a first interaction block to the interaction flow canvas; generate a first interaction instruction corresponding to the first interaction block; and receive a user input to add a second interaction block to the interaction flow canvas, wherein the first interaction instruction comprises an instruction for proceeding to the second interaction block after a criterion of the first interaction block is satisfied.
摘要翻译： 在用于管理联络中心的交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器在其上存储有指令，所述指令在由所述处理器执行时使得所述处理器：在图形显示器上显示交互流画布和交互块选择工具; 接收用户输入以向交互流画布添加第一交互块; 生成对应于第一交互块的第一交互指令; 并且接收用户输入以将第二交互块添加到所述交互流画布，其中所述第一交互指令包括在满足所述第一交互块的标准之后进行到所述第二交互块的指令。
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3.发明申请公开(公告)号：US20150350436A1
公开(公告)日：2015-12-03
申请号：US14723428
申请日：2015-05-27
CPC分类号： H04M3/5175 , G06F3/04842 , G06Q30/016 , H04M3/2227 , H04M3/5166 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M7/0012
摘要： In a system for executing an interaction flow for a customer contact center, 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: route an interaction conducted in a first communication channel to an electronic device; monitor the interaction conducted in the first communication channel; store data associated with the interaction conducted in the first communication channel in the memory; conduct the interaction in a second communication channel; in response to conducting the interaction to the second communication channel, retrieve the data associated with the interaction conducted in the first communication channel; and output the retrieved data to the electronic device.
摘要翻译： 在用于执行客户联络中心的交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器已经存储有指令，所述指令在被所述处理器执行时使所述处理器：将在第一通信信道中进行的交互路由路由到电子设备; 监测在第一通信信道中进行的交互; 存储与存储器中的第一通信信道中进行的交互相关联的数据; 在第二通信信道中进行交互; 响应于进行与第二通信信道的交互，检索与在第一通信信道中进行的交互相关联的数据; 并将检索到的数据输出到电子设备。
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公开(公告)号：US20180007081A1
公开(公告)日：2018-01-04
申请号：US15201261
申请日：2016-07-01
发明人： Benjamin Friend , Marat lrner , Christopher Connolly , Herbert Willi Artur Ristock , Leonid Vymenets , Colin Leonard , Vladimir Mezhibovsky , Josef Eric Eisner
CPC分类号： H04L63/1441 , H04L63/0428 , H04L63/06 , H04L63/062 , H04L63/0861 , H04L63/1466 , H04L63/18 , H04W12/00514 , H04W12/06
摘要： A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.
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公开(公告)号：USD771643S1
公开(公告)日：2016-11-15
申请号：US29481140
申请日：2014-01-31
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公开(公告)号：US20140181676A1
公开(公告)日：2014-06-26
申请号：US14086934
申请日：2013-11-21
IPC分类号： H04L12/24
CPC分类号： H04L41/22 , G06Q10/00 , G06Q10/063114 , H04M3/5175 , H04M2201/42
摘要： A system and method for providing a dashboard user interface for contact center monitoring. The dashboard user interface includes a first display widget displaying a first metric for a first contact center object according to a first display format. A processor receives user actuation of an option provided by the dashboard to add a second display widget. In response to the user actuation of the option to add, the processor displays a template for generating the second display widget. The template is configured to prompt for input of a second contact center object, a second metric to be displayed for the second contact center object, and identification of a second display format. The processor generates the second widget based on information input via the template, and displays the second widget on the dashboard. A user may move the first and second widgets as desired on the dashboard.
摘要翻译： 一种用于提供用于联络中心监控的仪表板用户界面的系统和方法。 仪表板用户界面包括根据第一显示格式显示第一联络中心对象的第一度量的第一显示小部件。 处理器接收由仪表板提供的选项的用户动作以添加第二显示小部件。 响应于用户激活添加的选项，处理器显示用于生成第二显示小部件的模板。 模板被配置为提示输入第二联络中心对象，为第二联络中心对象显示的第二度量以及第二显示格式的标识。 处理器基于通过模板输入的信息生成第二小部件，并在仪表板上显示第二小部件。 用户可以根据需要在仪表板上移动第一和第二小部件。
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公开(公告)号：US10484539B2
公开(公告)日：2019-11-19
申请号：US14723431
申请日：2015-05-27
摘要： In a system for managing an interaction flow, 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: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the predesigned interaction flows relevant to the communication.
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公开(公告)号：US10222933B2
公开(公告)日：2019-03-05
申请号：US14726510
申请日：2015-05-30
IPC分类号： G06F3/00 , G06F3/0481 , H04M1/725 , H04M3/51
摘要： A system for managing interactions includes: a processor; and a memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to: identify first and second interactions by a user device, each of the first and second interactions being configured to alternately occupy a first area of a display screen of the user device; display an icon on the first area, the icon representing the second interaction, wherein attributes of the icon correspond to attributes of the second interaction; and modify the attributes of the icon based on a status of the second interaction.
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9.发明申请公开(公告)号：US20150350443A1
公开(公告)日：2015-12-03
申请号：US14723431
申请日：2015-05-27
IPC分类号： H04M3/523
摘要： In a system for managing an interaction flow, 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: receive a communication from a user device; store data corresponding to one or more topics of the communication in the memory; compare the data with parameters a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication; and route the communication to a corresponding contact center resource in response to identifying the one or more of the predesigned interaction flows relevant to the communication.
摘要翻译： 在用于管理交互流的系统中，所述系统包括：处理器; 以及耦合到所述处理器的存储器，其中所述存储器在其上存储有指令，所述指令在被所述处理器执行时使得所述处理器：从用户设备接收通信; 将与通信的一个或多个主题相对应的数据存储在存储器中; 将数据与参数进行比较，用于识别与通信相关的一个或多个预先设计的交互流的多个预先设计的交互流; 以及响应于识别与所述通信相关的所述预先设计的交互流中的一个或多个，将所述通信路由到相应的联络中心资源。
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公开(公告)号：US10382475B2
公开(公告)日：2019-08-13
申请号：US15201261
申请日：2016-07-01
发明人： Benjamin Friend , Marat Irner , Christopher Connolly , Herbert Willi Artur Ristock , Leonid Vymenets , Colin Leonard , Vladimir Mezhibovsky , Josef Eric Eisner
摘要： A system can connect multiple disparate web products and services through a common interface. Each product can function with or without other plugins as the features are dynamic based on what plugins are available. Desktops for contact centers can provide dynamic adjustment for given usage contexts. Secure electronic communication between parties reduce exposure to a man-in-the-middle attack within a contact center deployment equipped with interactive voice response functionality.
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