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公开(公告)号：US20210125118A1
公开(公告)日：2021-04-29
申请号：US16668286
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： António Veloso , Alexandre Pinheiro
IPC: G06Q10/06 , G06Q10/10 , H04M3/523 , G06F16/909
Abstract: In one embodiment, an entity such as a company may desire to use agents associated with a contact center to handle calls for the company. The company may identify customer categories for the calls such as technical support and billing. Rather than have the company create the rules that are used to select agents to handle calls for each category, the contact center may use historical call data, such as performance metrics and customer satisfaction survey information, to recommend rules to the company for each category. The recommended rules may also be based on the specific industry, field, or sector associated with the company.
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公开(公告)号：US10812658B1
公开(公告)日：2020-10-20
申请号：US16666492
申请日：2019-10-29
Applicant: Talkdesk, Inc.
Inventor： António Veloso , Alexandre Pinheiro
Abstract: In one embodiment, one or more performance metrics for communication queues are monitored. The performance metrics may include metrics such as wait time, abandonment rate, and customer survey scores. Communications are retrieved from the queues and provided to agents based on rules associated with each queue. When a monitored performance metric for a queue falls below a threshold, the system determines one or more attributes of the rule associated with the queue that could be changed or removed to improve the performance metric. The determined attributes may be made based on the number of agents that will be available to handle communications from the queue after the attributes are changed, and historical performance metric data collected about the queue and agents that handled communications for the queue. The proposed changes to the rule may be presented to an administrator who may either accept or reject the proposed changes.
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公开(公告)号：US12271848B2
公开(公告)日：2025-04-08
申请号：US16666496
申请日：2019-10-29
Applicant: Talkdesk, Inc.
Inventor： António Veloso , Alexandre Pinheiro
IPC: H04M3/00 , G06F16/909 , G06Q10/0631 , G06Q10/0633 , G06Q10/0639 , G06Q10/1093 , G06Q30/016 , H04L12/66 , H04M3/436 , H04M3/51 , H04M3/523 , H04M5/00
Abstract: In one embodiment, an entity such as a company may desire to use agents associated with a contact center to handle calls for the company. The company may identify customer categories for the calls such as technical support and billing. Rather than have the company create the rules that are used to select agents to handle calls for each category, the contact center may use historical call data, such as performance metrics and customer satisfaction survey information, to recommend rules to the company for each category. The recommended rules may also be based on the specific industry, field, or sector associated with the company.
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公开(公告)号：US20210117898A1
公开(公告)日：2021-04-22
申请号：US16655727
申请日：2019-10-17
Applicant: Talkdesk, Inc
Inventor： António Veloso , Alexandre Pinheiro
IPC: G06Q10/06 , G06Q10/10 , H04M3/523 , G06F16/909
Abstract: In one embodiment, agents are each assigned a plurality of attributes based on their skills. Each attribute may be associated with a skill such as accounting, technical support, language, etc. In addition, some attributes may have an associated score or proficiency level that describes how proficient the agent is with respect to the attribute. Administrators may then create rules to route communications to agents based on the associated attributes and a customer category that is assigned to the communications.
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公开(公告)号：US10824979B1
公开(公告)日：2020-11-03
申请号：US16668266
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： António Veloso , Alexandre Pinheiro
Abstract: In one embodiment, one or more performance metrics for communication queues are monitored. The performance metrics may include metrics such as wait time, abandonment rate, and customer survey scores. Communications are retrieved from the queues and provided to agents based on rules associated with each queue. When a monitored performance metric for a queue falls below a threshold, the system determines one or more attributes of the rule associated with the queue that could be changed or removed to improve the performance metric. The determined attributes may be made based on the number of agents that will be available to handle communications from the queue after the attributes are changed, and historical performance metric data collected about the queue and agents that handled communications for the queue. The proposed changes to the rule may be presented to an administrator who may either accept or reject the proposed changes.
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Patent Agency Ranking
公开(公告)号：US20210127011A1
公开(公告)日：2021-04-29
申请号：US16668282
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： António Veloso , Alexandre Pinheiro
Abstract: In one embodiment, an entity such as a company may desire to use agents associated with a contact center to handle calls for the company. The company may identify customer categories for the calls such as technical support and billing. Rather than have the company create the rules that are used to select agents to handle calls for each category, the contact center may use historical call data, such as performance metrics and customer satisfaction survey information, to recommend rules to the company for each category. The recommended rules may also be based on the specific industry, field, or sector associated with the company.
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公开(公告)号：US20210117900A1
公开(公告)日：2021-04-22
申请号：US16658780
申请日：2019-10-21
Applicant: Talkdesk, Inc
Inventor： António Veloso , Alexandre Pinheiro
IPC: G06Q10/06 , G06Q10/10 , H04M3/523 , G06F16/909
Abstract: In one embodiment, agents are each assigned a plurality of attributes based on their skills. Each attribute may be associated with a skill such as accounting, technical support, language, etc. In addition, some attributes may have an associated score or proficiency level that describes how proficient the agent is with respect to the attribute. Administrators may then create rules to route communications to agents based on the associated attributes and a customer category that is assigned to the communications.
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公开(公告)号：US10827070B1
公开(公告)日：2020-11-03
申请号：US16668277
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： António Veloso , Alexandre Pinheiro
Abstract: In one embodiment, one or more performance metrics for communication queues are monitored. The performance metrics may include metrics such as wait time, abandonment rate, and customer survey scores. Communications are retrieved from the queues and provided to agents based on rules associated with each queue. When a monitored performance metric for a queue falls below a threshold, the system determines one or more attributes of the rule associated with the queue that could be changed or removed to improve the performance metric. The determined attributes may be made based on the number of agents that will be available to handle communications from the queue after the attributes are changed, and historical performance metric data collected about the queue and agents that handled communications for the queue. The proposed changes to the rule may be presented to an administrator who may either accept or reject the proposed changes.
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公开(公告)号：US10824978B1
公开(公告)日：2020-11-03
申请号：US16668255
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： António Veloso , Alexandre Pinheiro
Abstract: In one embodiment, one or more performance metrics for communication queues are monitored. The performance metrics may include metrics such as wait time, abandonment rate, and customer survey scores. Communications are retrieved from the queues and provided to agents based on rules associated with each queue. When a monitored performance metric for a queue falls below a threshold, the system determines one or more attributes of the rule associated with the queue that could be changed or removed to improve the performance metric. The determined attributes may be made based on the number of agents that will be available to handle communications from the queue after the attributes are changed, and historical performance metric data collected about the queue and agents that handled communications for the queue. The proposed changes to the rule may be presented to an administrator who may either accept or reject the proposed changes.
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公开(公告)号：US11076049B2
公开(公告)日：2021-07-27
申请号：US16658773
申请日：2019-10-21
Applicant: Talkdesk, Inc
Inventor： António Veloso , Alexandre Pinheiro
Abstract: In one embodiment, agents are each assigned a plurality of attributes based on their skills. Each attribute may be associated with a skill such as accounting, technical support, language, etc. In addition, some attributes may have an associated score or proficiency level that describes how proficient the agent is with respect to the attribute. Administrators may then create rules to route communications to agents based on the associated attributes and a customer category that is assigned to the communications.
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