公开(公告)号：AU2020210156A1

公开(公告)日：2020-08-13

申请号：AU2020210156

申请日：2020-07-27

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： MILLER DEREK M ,  BRENNAN TAYLOR

IPC: G06Q10/06

Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center, the method comprising: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and controlling, by the processor, a workforce management server to assign a training session to the agent of the contact center.

公开(公告)号：CA3039759C

公开(公告)日：2022-06-21

申请号：CA3039759

申请日：2017-09-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： MILLER DEREK M ,  BRENNAN TAYLOR

IPC: G06Q10/06

Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.

公开(公告)号：CA3039759A1

公开(公告)日：2018-03-29

申请号：CA3039759

申请日：2017-09-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： MILLER DEREK M ,  BRENNAN TAYLOR

IPC: G06Q10/06

Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.

公开(公告)号：AU2017332790B2

公开(公告)日：2020-09-10

申请号：AU2017332790

申请日：2017-09-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： MILLER DEREK M ,  BRENNAN TAYLOR

IPC: G06Q10/06

Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.

公开(公告)号：AU2017332790A1

公开(公告)日：2019-04-18

申请号：AU2017332790

申请日：2017-09-22

Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES INC

Inventor： MILLER DEREK M ,  BRENNAN TAYLOR

IPC: G06Q10/06

Abstract: A method for automatically managing a recorded interaction between a customer and an agent of a contact center includes: extracting, by a processor, features from the recorded interaction; computing, by the processor, a score of the recorded interaction by supplying the features to a prediction model; detecting, by the processor, a condition based on the score; matching, by the processor, the condition with an action; and transmitting, by the processor, a command to control a component of the contact center to perform the action.