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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：US20210127007A1
公开(公告)日：2021-04-29
申请号：US16668249
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： Katherine Krucek , Richard Lawrence , Jason Fama
IPC: H04M3/51
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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Patent Agency Ranking
公开(公告)号：US20210127006A1
公开(公告)日：2021-04-29
申请号：US16668247
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： Katherine Krucek , Richard Lawrence , Jason Fama
IPC: H04M3/51
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：US20210127005A1
公开(公告)日：2021-04-29
申请号：US16668242
申请日：2019-10-30
Applicant: Talkdesk, Inc.
Inventor： Katherine Krucek , Richard Lawrence , Jason Fama
IPC: H04M3/51
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：US20210201245A1
公开(公告)日：2021-07-01
申请号：US16728655
申请日：2019-12-27
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：US20210201226A1
公开(公告)日：2021-07-01
申请号：US16730298
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：US20210125117A1
公开(公告)日：2021-04-29
申请号：US16666498
申请日：2019-10-29
Applicant: Talkdesk, Inc.
Inventor： Katherine Krucek , Richard Lawrence , Jason Fama
IPC: G06Q10/06 , G06Q10/10 , H04M3/523 , H04M3/22 , G06F16/909
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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