公开(公告)号：WO2017210183A1

公开(公告)日：2017-12-07

申请号：PCT/US2017/034986

申请日：2017-05-30

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： KUMAR, Praphul ,  RAMCHANDER, Rajesh ,  RISTOCK, Herbert Willi, Arthur ,  PATEL, Romiben

IPC: H04L12/721 ,  H04L12/833

CPC classification number: G06F21/6245 ,  G06F16/285 ,  G06F21/6218 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/402 ,  H04M2203/60

Abstract: Systems and methods are shown for managing call center data in accordance with one or more sets of compliance rules involving receiving data pertaining to an interaction, determining a set of compliance rules relevant to the received data, tagging the received data to identify the relevant set of compliance rules, and utilizing the data tagging, applying the relevant set of compliance rules to handling the received data. Examples also involve receiving an interaction request, obtaining the data tagging for data corresponding to the received interaction request, using the data tagging for the data corresponding to the received interaction request to obtain the corresponding relevant set of compliance rules, using the corresponding set of compliance rules to identify agents eligible to access the data corresponding to the received interaction request, and routing the received interaction request to one of the eligible agents based on a defined routing strategy.

Abstract translation: 示出了用于根据一组或多组合规规则来管理呼叫中心数据的系统和方法，所述合规规则组涉及接收与交互有关的数据，确定与所接收的数据相关的一组合规性规则， 接收数据以识别相关的合规规则集合，并利用数据标记，将相关的合规规则集合应用于处理接收到的数据。 示例还涉及接收交互请求，获得对应于所接收的交互请求的数据的数据标记，使用对接收到的交互请求所对应的数据标记数据以获得对应的相关合规规则集合，使用相应的合规集合 规则来识别有资格访问与接收到的交互请求相对应的数据的代理，并且基于定义的路由策略将接收到的交互请求路由到符合条件的代理之一。