公开(公告)号：WO2011094078A3

公开(公告)日：2014-03-20

申请号：PCT/US2011021364

申请日：2011-01-14

Applicant: GENESYS TELECOMM LAB INC ,  BARNETT JAMES HARMON ,  SCOTT MARK

Inventor： BARNETT JAMES HARMON ,  SCOTT MARK

IPC: H04M3/00

CPC classification number: H04M3/5191 ,  G06F3/048 ,  G06F3/0481 ,  G06F3/0484 ,  G06F3/04842 ,  G06Q10/08 ,  G06Q10/10 ,  H04L67/02 ,  H04L67/10 ,  H04M3/5175 ,  H04M3/523 ,  H04M3/5232 ,  H04M7/003 ,  H04M7/0036 ,  H04M2201/38 ,  H04M2203/2011 ,  H04M2203/252

Abstract: A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.

Abstract translation: 通信事务管理系统具有计算机化的设备，用于从特定企业的数字媒体执行软件，软件跟踪接收由相关人员发起的交易的保持功能，以及选择用于与实时代理连接的单独交易，以及用于确定的监视功能 与交互式演示文稿相关的个人交易相关人员的行为。 至少部分取决于监视功能确定的行为，保留的个别事务优先于连接到实时代理。

公开(公告)号：WO2011094078A2

公开(公告)日：2011-08-04

申请号：PCT/US2011/021364

申请日：2011-01-14

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC. ,  BARNETT, James, Harmon ,  SCOTT, Mark

Inventor： BARNETT, James, Harmon ,  SCOTT, Mark

IPC: G06F15/173 ,  G06F3/01

CPC classification number: H04M3/5191 ,  G06F3/048 ,  G06F3/0481 ,  G06F3/0484 ,  G06F3/04842 ,  G06Q10/08 ,  G06Q10/10 ,  H04L67/02 ,  H04L67/10 ,  H04M3/5175 ,  H04M3/523 ,  H04M3/5232 ,  H04M7/003 ,  H04M7/0036 ,  H04M2201/38 ,  H04M2203/2011 ,  H04M2203/252

Abstract: A communication transaction management system has a computerized appliance executing software from a digital medium for a particular enterprise, a holding function of the software tracking received transactions initiated by associated persons, and selecting individual transactions for connection to live agents, and a monitoring function for determining behavior of the persons associated with individual transactions on hold relative to an interactive presentation. Individual transactions on hold are prioritized for connection to live agents at least in part depending on the behavior determined by the monitoring function.

Abstract translation: 通信事务管理系统具有计算机化的设备，用于从特定企业的数字媒体执行软件，由相关人员发起的接收到的交易的软件跟踪功能，以及选择用于连接到实时代理的单独交易，以及用于确定的监视功能 与交互式演示文稿相关的个人交易相关人员的行为。 至少部分取决于监视功能确定的行为，保留的个别事务优先于连接到实时代理。