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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
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.
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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
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.
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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
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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公开(公告)号：US20210081877A1
公开(公告)日：2021-03-18
申请号：US16580128
申请日：2019-09-24
Applicant: Talkdesk, Inc
Inventor： Jason Fama , Patrick Russell , Richard Lawrence
Abstract: A surge engine is provided that predicts upcoming surges for a business such as a contact center or a retail environment. The surge engine may receive a schedule for the business that indicates one or more employees or agents that are scheduled to work for each period. The surge engine further receives a customer or workload forecast for each period that is based on historical customer and workload data for the business. The surge engine then predicts a surge for an upcoming period based on the workload forecast for that period and the schedule for that period. The surge engine may further consider real-time data about the busyness of the business when predicting surges. For each predicted surge, the surge engine automatically identifies employees or agents who may be available to work during the predicted surge, and offers them one or more incentives to work during the predicted surge.
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公开(公告)号：US10929795B1
公开(公告)日：2021-02-23
申请号：US16668525
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： Gennadiy Stepanov , Jason Fama , Richard Lawrence
IPC: H04M3/51 , H04M3/523 , G06Q10/06 , G06Q10/10 , G06F16/909
Abstract: Agents are grouped into skill groups based on the skills of each agent. Simulation are performed for a contact center with multiple queues, where agents from the skill groups are assigned to the queues based on the skills of the skill groups and the skills of the queues. After running the simulations, for each skill group and for each interval, the time each agent spent working using each associated skill is determined, and an average time for each skill is calculated for each interval. The average times are used to create a skill group weight for the skill group for each interval. Later, when the schedule engine is determining an agent placement for one or more intervals, the skill group weights for the intervals are used to calculate a score for the queues based on different agent placements. The placement with the best score (e.g., lowest) is implemented.
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Patent Agency Ranking
公开(公告)号：US20230007123A1
公开(公告)日：2023-01-05
申请号：US17366883
申请日：2021-07-02
Applicant: Talkdesk, Inc.
Inventor： Kathy Krucek , Filipe Plácido , Nuno Eufrasio , Rui Palma , Joao Salgado , Ben Rigby , Pedro Andrade , Jason Fama
Abstract: Disclosed implementations use automated transcription and intent detection and an AI model to evaluate interactions between an agent and a customer within a call center environment. The evaluation flow used for manual evaluations is leveraged so that the evaluators can correct the AI evaluations when appropriate. Based on such corrections, the AI model can be retrained to accommodate specifics of the business and center—resulting in more confidence in the AI model over time.
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公开(公告)号：US20210117906A1
公开(公告)日：2021-04-22
申请号：US16656179
申请日：2019-10-17
Applicant: Talkdesk, Inc
Inventor： Richard Lawrence , Jason Fama
Abstract: A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.
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公开(公告)号：US20210117903A1
公开(公告)日：2021-04-22
申请号：US16656124
申请日：2019-10-17
Applicant: Talkdesk, Inc
Inventor： Richard Lawrence , Jason Fama
Abstract: A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.
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公开(公告)号：US20210117885A1
公开(公告)日：2021-04-22
申请号：US16656170
申请日：2019-10-17
Applicant: Talkdesk, Inc
Inventor： Richard Lawrence , Jason Fama
Abstract: A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.
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公开(公告)号：US10931823B1
公开(公告)日：2021-02-23
申请号：US16668885
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： Gennadiy Stepanov , Jason Fama , Richard Lawrence
Abstract: Agents are grouped into skill groups based on the skills of each agent. Simulation are performed for a contact center with multiple queues, where agents from the skill groups are assigned to the queues based on the skills of the skill groups and the skills of the queues. After running the simulations, for each skill group and for each interval, the time each agent spent working using each associated skill is determined, and an average time for each skill is calculated for each interval. The average times are used to create a skill group weight for the skill group for each interval. Later, when the schedule engine is determining an agent placement for one or more intervals, the skill group weights for the intervals are used to calculate a score for the queues based on different agent placements. The placement with the best score (e.g., lowest) is implemented.
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