公开(公告)号：WO2017070126A1

公开(公告)日：2017-04-27

申请号：PCT/US2016/057560

申请日：2016-10-18

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： MCGANN, Conor ,  ARAVAMUDHAN, Bharath ,  MAKAGON, Petr ,  RISTOCK, Herbert Willi Artur ,  KONIG, Yochai ,  DUCLOS, Gregory ,  ZHAKOV, Vyacheslav ,  PELEMIS, Damjan

IPC: H04L29/08 ,  G06N99/00

CPC classification number: H04M3/5232 ,  G06N5/04 ,  G06N99/00 ,  G06Q10/063112 ,  H04L29/08 ,  H04L67/02 ,  H04L67/18 ,  H04L67/20 ,  H04L67/22 ,  H04L67/306 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2203/40 ,  H04M2203/401

Abstract: A system that is adapted to route interactions to contact center agents. More specifically, the system is adapted to identify an interaction to be routed, and identify a group of agents based on one or more constraints for generating one or more candidate agents. The system is also adapted to gather context data surrounding the candidate agents. For each agent of the candidate agents, the system is adapted to estimate an expected value to be obtained by routing the interaction to the agent. The system is further adapted to select a particular agent of the candidate agents based on the estimates, and signal a routing device for routing the interaction to the particular agent.

Abstract translation:

适用于将联系路由到联络中心座席的系统。 更具体地说，该系统适于识别要被路由的交互，并且基于用于生成一个或多个候选代理的一个或多个约束来识别一组代理。 该系统还适用于收集候选代理周围的上下文数据。 对于候选代理的每个代理，系统适于估计通过将交互路由到代理而获得的期望值。 该系统还适用于基于估计来选择候选代理的特定代理，并且向路由设备发信号以将交互路由到特定代理。

公开(公告)号：WO2018035501A1

公开(公告)日：2018-02-22

申请号：PCT/US2017/047685

申请日：2017-08-18

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： MEZHIBOVSKY, Vladimir ,  KOROLEV, Nikolay ,  TERYOSHIN, Vitaliy ,  DUCLOS, Gregory ,  RISTOCK, Herbert

IPC: H04M3/42

CPC classification number: H04M3/5231 ,  H04M3/5175 ,  H04M3/5232 ,  H04M3/5237

Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.

Abstract translation:

一个系统包括一个路由器将呼叫路由到代理站，处理器和存储器。 存储器存储指令，所述指令在由处理器执行时使处理器将呼叫识别为回叫，如果呼叫是回叫，则在与路由器相同的站点处识别可用代理站，并且与可用代理建立回叫 站点与启动回调的路由器位于同一站点。