公开(公告)号：WO2014081986A1

公开(公告)日：2014-05-30

申请号：PCT/US2013/071353

申请日：2013-11-21

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： VYMENETS, Leonid ,  BEILIS, David ,  DAVIES, Michael ,  SURTY, Aaron ,  ZHAKOV, Vyacheslav ,  LEE-KWEN, Adrian ,  PLACIAKIS, Vidas

IPC: G06F3/048

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2201/42 ,  H04M2203/355 ,  H04M2203/401

Abstract: A system and method for creating, monitoring, and visualizing contact center routing strategies via a graphical user interface. The graphical user interface displays a routing diagram depicting a contact center routing strategy. The routing diagram includes a plurality of blocks each associated with logic for managing an interaction with the contact center. A processor monitors contact center performance as interactions with the contact center are managed according to the routing strategy. The processor identifies one of the plurality of blocks affected by the contact center performance, and further identifies a threshold associated with the identified block. The processor determines whether the contact center performance satisfies the threshold, and modifies a visual appearance of the identified block based on the determination.

Abstract translation: 通过图形用户界面创建，监控和可视化联系中心路由策略的系统和方法。 图形用户界面显示描述联络中心路由策略的路由图。 路由图包括多个块，每个块与用于管理与联络中心的交互的逻辑相关联。 处理器监视联络中心的性能，因为与联络中心的交互根据路由策略进行管理。 处理器识别受联络中心性能影响的多个块中的一个，并进一步识别与所识别的块关联的阈值。 处理器确定联络中心性能是否满足阈值，并基于该确定修改所识别块的视觉外观。

公开(公告)号：WO2017004081A1

公开(公告)日：2017-01-05

申请号：PCT/US2016/039887

申请日：2016-06-28

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： RISTOCK, Herbert Willi Artur ,  PLACIAKIS, Vidas ,  TERYOSHIN, Vitaliy ,  KOROLEV, Nikolay I. ,  PETROVYKH, Yevgeniy ,  NITIN, Anand Pai Krishnanand

IPC: H04L29/08 ,  G06F15/16 ,  G06F9/48

CPC classification number: H04M3/5191 ,  G06F9/48 ,  G06Q10/06316 ,  H04L29/08 ,  H04L67/1008 ,  H04L67/327 ,  H04M3/5175

Abstract: Systems and methods for routing task objects to multiple agents, that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.

Abstract translation: 用于将任务对象路由到多个代理的系统和方法，其涉及分析输入缓冲器中的每个任务对象的内容以确定与被添加到任务对象元数据中的任务对象的内容相关的分类，该任务对象元数据放置在第二缓冲器 。 对第二缓冲区中的对象进行分析，对象元数据中的分类用于搜索表示代理特征的劳动力管理数据，以识别与分类相匹配的代理。 将路由策略应用于对象以选择代理，并将对象路由到代理的工作线。 另一方面涉及根据最近的系统条件，根据最近的系统状况，不包括基于工作流策略或状态数据目前不能处理的对象来组织工作任务对象，并且基于优先级顺序呈现剩余的对象，或者基于 最近状态信息。

公开(公告)号：WO2018017849A1

公开(公告)日：2018-01-25

申请号：PCT/US2017/043102

申请日：2017-07-20

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.

Inventor： DYMSHYTS, Vadim ,  PLACIAKIS, Vidas ,  KOROLEV, Nikolay I. ,  RISTOCK, Herbert Willi Artur

IPC: H04M3/523 ,  H04L12/28 ,  H04L29/08 ,  H04M3/51

Abstract: A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.

Abstract translation: 联络中心具有用于接收请求与代理交互的通信的信道，提供与接收到的通信的连接能力的代理站，以及连接到LAN并在处理器上执行VI软件的虚拟交互（VI）服务器 来自非暂时性介质。 VI服务器基于对未来通信的预期接收的确定来创建并存储虚拟交互对象，VI关联源，意图，关于源的一组数据以及代理站目的地，并且创建的VI是 存储并与来自VI中关联的源的真实传入通信相匹配，然后通过将传入呼叫的​​源与VI中关联的代理目标连接，将VI实例化为实时交互。