公开(公告)号：AT465451T

公开(公告)日：2010-05-15

申请号：AT99945519

申请日：1999-09-02

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER ,  BERKE JONATHAN ,  JOHNSTONE JOEL ,  MITCHELL ROBIN ,  POWERS JAMES ,  SIDELL MARK ,  KNUFF CHARLES

IPC: G06F9/46 ,  G06F13/00 ,  G06Q10/06 ,  G06Q10/10 ,  H04L29/06 ,  H04L29/08 ,  H04M3/00 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M11/00

Abstract: A multimedia call center includes facility for storing copies of transactions associated with the call center in a data repository, relating the transactions according to specific criteria, and an interactive interface for a user to access the files from a graphic string of identifiers representing the files, and to play the files, thereby reviewing the actual transactions. In a preferred embodiment text versions of non-text events may be prepared and related to the non-text stored files in a manner that the related text files may also be selected and reviewed by use of the same interactive interface. By data extraction applied to the text files, the text files and the non-text files associated with some text files may be related to one another by relational criteria, and other informational files may also be related to the stored event files.

公开(公告)号：AT401736T

公开(公告)日：2008-08-15

申请号：AT00908266

申请日：2000-01-12

Applicant: GENESYS TELECOMM LAB INC

Inventor： BECK CHRISTOPHER ,  BERKE JONATHAN ,  JOHNSTONE JOEL ,  MITCHELL ROBIN ,  POWERS JAMES ,  SIDELL MARK ,  KNUFF CHARLES

IPC: H04M3/523 ,  G06F17/30 ,  G06Q10/00 ,  H04L12/58 ,  H04L25/06 ,  H04L29/06 ,  H04L29/08 ,  H04M3/22 ,  H04M3/42 ,  H04M3/493 ,  H04M3/51 ,  H04M3/56 ,  H04M7/00

Abstract: In a multimedia call center (MMCC) an agent work presentation software model (AWPM) may be programmed to an individual agent or group of agents, and set to launch automatically each time an agent for whom the model is programmed logs on to the operating system of the MMCC. The AWPM has interfaces for accessing all necessary information to prepare agent work lists, such as agent skills, licenses, authorizations, waiting calls, and waiting work of other sorts, and automatically accesses the needed information and prepares a dynamic work list to an agent for the duration of a work session. Work lists are updated by the pertinent AWPM as each agent accomplishes tasks, and work-in-progress is updates as well. Many other tasks may be done as well, such as statistical updates, agent rating, alerts, and so on.