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公开(公告)号：US09641685B2
公开(公告)日：2017-05-02
申请号：US15231656
申请日：2016-08-08
Applicant: salesforce.com, inc.
Inventor： Andrew Lintner
CPC classification number: H04M3/5232 , G06Q30/016 , H04L67/10 , H04L67/24 , H04M3/5183 , H04M3/5237 , H04M2203/402
Abstract: Omni-channel routing broker technology is usable to improve the experience for customers and for workers using service channels, especially for very large enterprise service operation centers that have large pools of agents, helping businesses determine the relative priority for handling a variety of service channels, and to efficiently route issues accordingly. Omni-channel routing broker includes intelligent routing of service requests in a large, distributed service center operation, efficiently prioritizing the routing of work across organizations to agents based on availability, capacity and priority—in a multi-tenant environment. The disclosed methods are usable for managing digital data for many tenants to software instances, including groups of users who share common access with a specific set of privileges to a software instance of at least one application. The disclosed technology makes possible the delivery of an improved performance from routing 3-4 requests per second to routing 100 requests per second.
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公开(公告)号：US20170054850A1
公开(公告)日：2017-02-23
申请号：US15231656
申请日：2016-08-08
Applicant: salesforce.com, inc.
Inventor： Andrew Lintner
CPC classification number: H04M3/5232 , G06Q30/016 , H04L67/10 , H04L67/24 , H04M3/5183 , H04M3/5237 , H04M2203/402
Abstract: Omni-channel routing broker technology is usable to improve the experience for customers and for workers using service channels, especially for very large enterprise service operation centers that have large pools of agents, helping businesses determine the relative priority for handling a variety of service channels, and to efficiently route issues accordingly. Omni-channel routing broker includes intelligent routing of service requests in a large, distributed service center operation, efficiently prioritizing the routing of work across organizations to agents based on availability, capacity and priority—in a multi-tenant environment. The disclosed methods are usable for managing digital data for many tenants to software instances, including groups of users who share common access with a specific set of privileges to a software instance of at least one application. The disclosed technology makes possible the delivery of an improved performance from routing 3-4 requests per second to routing 100 requests per second.
Abstract translation: 全方位路由代理技术可用于改善客户和使用服务渠道的员工的体验，特别是对于拥有大量代理商的大型企业服务运营中心，帮助企业确定处理各种服务渠道的相对优先级， 并相应地有效地路由问题。 全通道路由代理包括在大型分布式服务中心操作中的服务请求的智能路由，在多租户环境中，基于可用性，容量和优先级，有效地将跨组织的工作路由到代理。 所公开的方法可用于将许多租户的数字数据管理到软件实例，包括用至少一个应用的软件实例具有特定权限集的共享访问权的用户组。 所公开的技术使得可以通过每秒将3-4个请求路由到每秒路由100个请求来提供改进的性能。
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公开(公告)号：US09577835B2
公开(公告)日：2017-02-21
申请号：US14330193
申请日：2014-07-14
Applicant: salesforce.com, inc.
Inventor： Jonathan Aniano , Andrew Lintner , Rachel Wang , Arunesh Banerjee , Tim Christian Schmidt , Ryan L. Smith
CPC classification number: H04L12/1813 , G06F21/6245 , H04L12/1822
Abstract: Systems and methods are provided for online chats without displaying confidential information. A system sends, from a first online chat participant, an information request to a second online chat participant. The system receives, from the second online chat participant, a response based on the information request. The system notifies the first online chat participant of receiving the response from the second online chat participant without displaying confidential information of the response to the first online chat participant.
Abstract translation: 为在线聊天提供系统和方法，而不显示机密信息。 系统从第一在线聊天参与者发送信息请求到第二在线聊天参与者。 该系统从第二在线聊天参与者接收基于该信息请求的响应。 系统通知第一在线聊天参与者从第二在线聊天参与者接收响应，而不显示对第一在线聊天参与者的响应的机密信息。
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公开(公告)号：US09420104B1
公开(公告)日：2016-08-16
申请号：US14829347
申请日：2015-08-18
Applicant: salesforce.com, inc.
Inventor： Andrew Lintner
CPC classification number: H04M3/5232 , G06Q30/016 , H04L67/10 , H04L67/24 , H04M3/5183 , H04M3/5237 , H04M2203/402
Abstract: Omni-channel routing broker technology is usable to improve the experience for customers and for workers using service channels, especially for very large enterprise service operation centers that have large pools of agents, helping businesses determine the relative priority for handling a variety of service channels, and to efficiently route issues accordingly. Omni-channel routing broker includes intelligent routing of service requests in a large, distributed service center operation, efficiently prioritizing the routing of work across organizations to agents based on availability, capacity and priority—in a multi-tenant environment. The disclosed methods are usable for managing digital data for many tenants to software instances, including groups of users who share common access with a specific set of privileges to a software instance of at least one application. The disclosed technology makes possible the delivery of an improved performance from routing 3-4 requests per second to routing 100 requests per second.
Abstract translation: 全方位路由代理技术可用于改善客户和使用服务渠道的员工的体验，特别是对于拥有大量代理商的大型企业服务运营中心，帮助企业确定处理各种服务渠道的相对优先级， 并相应地有效地路由问题。 全通道路由代理包括在大型分布式服务中心操作中的服务请求的智能路由，在多租户环境中，基于可用性，容量和优先级，有效地将跨组织的工作路由到代理。 所公开的方法可用于将许多租户的数字数据管理到软件实例，包括用至少一个应用的软件实例具有特定权限集的共享访问权的用户组。 所公开的技术使得可以通过每秒将3-4个请求路由到每秒路由100个请求来提供改进的性能。
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