公开(公告)号：US20230351304A1

公开(公告)日：2023-11-02

申请号：US18219297

申请日：2023-07-07

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： JAMIE DELO

IPC: G06Q10/0639 ,  G06Q10/0631

CPC classification number: G06Q10/06393 ,  G06Q10/063112 ,  G06Q10/06395 ,  G06Q10/06398

Abstract: A system and method are presented for improvement profile generation in a skills management platform, using past data and a set of KPIs. Variance calculation is performed with a basic variance formula and these values are used to generate a strand. A strand may be defined as a collection of KPIs, each weighted to show the importance of that KPI for that agent type. KPIs can be selected to generate a strand with, and the strand is generated from those KPIs considering the normalized variance of each KPI. An agent's improvement possibilities may also be determined using the generated strand.

公开(公告)号：US11778099B2

公开(公告)日：2023-10-03

申请号：US17740061

申请日：2022-05-09

Applicant: Genesys Cloud Services, Inc.

Inventor： Emir Munoz ,  Maciej Dabrowski ,  Rory McTigue ,  David Farrell

IPC: H04M3/00 ,  H04M3/523 ,  G06Q10/0639

CPC classification number: H04M3/5233 ,  G06Q10/06393 ,  H04M3/5238

Abstract: A method of routing interactions to contact center agents according to an embodiment includes identifying an interaction to be routed to a contact center agent, identifying a group of contact center agents as candidates for routing of the interaction, retrieving agent performance data for each candidate agent of the group of contact center agents identified as candidates for routing of the interaction, determining a predicted score for a key performance indicator for each candidate agent based on the agent performance data, determining an occupancy rate of each candidate agent based on the agent performance data, generating a ranking of the candidate agents for routing prioritization based on the predicted score for the key performance indicator for each candidate agent and the occupancy rate of each candidate agent, and signaling a routing device to route the interaction to a selected candidate agent based on the ranking of the candidate agents.

公开(公告)号：US20230300248A1

公开(公告)日：2023-09-21

申请号：US18323383

申请日：2023-05-24

Applicant: Genesys Cloud Services, Inc.

Inventor： Chitra Gopalan ,  Stefan Brinton ,  Vikas Srivastava ,  Charles D. Fico

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/5183 ,  H04L67/10

Abstract: An on-premises system for pre-processing data for forecasting according to an embodiment includes at least one processor and at least one memory having a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the on-premises system to receive a request to forecast contact center data using a cloud system, determine a first number of interactions per unit of time for a source interval, determine a second number of units of time in a destination interval, and determine a third number of interactions in the destination interval based on the first number of interactions per unit of time for the source interval and the second number of units of time in the destination interval.

公开(公告)号：US11716423B2

公开(公告)日：2023-08-01

申请号：US17545191

申请日：2021-12-08

Applicant: Genesys Cloud Services, Inc.

Inventor： Wei Xun Ter ,  Geir Rosoy ,  Mohamed Shahul Hameed ,  Bayu Wicaksono ,  Travis Humphreys ,  Brian Robinson

IPC: H04M3/00 ,  H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5238 ,  H04M3/5175 ,  H04M2203/551

Abstract: A system for estimating a wait time to connect a customer to an agent according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive incoming interaction data from the customer indicative of a request to estimate the wait time, retrieve historical data indicative of interaction information for one or more interactions that have already been serviced in response to receipt of the request, and generate a wait time estimation based on the historical data.

公开(公告)号：US11700328B2

公开(公告)日：2023-07-11

申请号：US17880452

申请日：2022-08-03

Applicant: Genesys Cloud Services, Inc.

Inventor： Chitra Gopalan ,  Stefan Brinton ,  Vikas Srivastava ,  Charles D. Fico

IPC: H04M3/51 ,  H04L67/10

CPC classification number: H04M3/5175 ,  H04M3/5183 ,  H04L67/10

Abstract: An on-premises system for pre-processing data for forecasting according to an embodiment includes at least one processor and at least one memory having a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the on-premises system to receive a request to forecast contact center data using a cloud system, determine a first number of interactions per unit of time for a source interval, determine a second number of units of time in a destination interval, and determine a third number of interactions in the destination interval based on the first number of interactions per unit of time for the source interval and the second number of units of time in the destination interval.

公开(公告)号：US20230208971A1

公开(公告)日：2023-06-29

申请号：US17564708

申请日：2021-12-29

Applicant: Genesys Cloud Services, Inc.

Inventor： Merijn Te Booij ,  Dan Stoops ,  Cliff Bell

IPC: H04M3/51 ,  G06F40/30 ,  G06F40/279

CPC classification number: H04M3/5116 ,  G06F40/30 ,  G06F40/279

Abstract: A system for real-time agent assist in a crisis scenario according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to receive an information request from a contact center client, evaluate the information request using natural language understanding to determine a knowledge fragment associated with the information request, analyze the knowledge fragment based on a crisis knowledge base of the system with respect to at least one of a confidence in the knowledge fragment, a veracity of the knowledge fragment, a frequency of the knowledge fragment, or a proximity of the knowledge fragment to the crisis scenario, and generate a response to the contact center client in response to analysis of the knowledge fragment based on the crisis knowledge base.

公开(公告)号：US20230188646A1

公开(公告)日：2023-06-15

申请号：US17551892

申请日：2021-12-15

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： FELIX IMMANUEL WYSS ,  ROBERT KASSEL

IPC: H04M3/51 ,  H04M3/42 ,  H04L51/046

CPC classification number: H04M3/5191 ,  H04M3/5141 ,  H04M3/42068 ,  H04L51/046

Abstract: A method facilitating a cross-channel interaction between a customer and a contact center. The method includes: receiving and conducting a first interaction with the customer; determining a first identifier related to the first interaction; storing, in a database, the first identifier and associating the first identifier with the first interaction; receiving a second interaction from the customer; determining a second identifier related to the second interaction; using the second identifier to check the database to determine if the second interaction is associated with the first interaction; determining, based on the check of the database, that the second interaction is contextually related with the first interaction; and modifying, in response to determining that the second interaction is contextually related to the first interaction, at least one way in which the second interaction is handled by the contact center.

公开(公告)号：US20230058543A1

公开(公告)日：2023-02-23

申请号：US17890952

申请日：2022-08-18

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： PETER GRAF ,  JAMES Z. XIAO ,  ANTHONY BATES ,  CHRISTINA LINZY ,  NATHAN MAYER

IPC: G06Q10/06 ,  G06Q30/02

Abstract: A method for measuring experience quality. The method including: receiving key experience aspects (“KEAs”); administering pre-surveys to a representative subset of the experience audience, including an importance pre-survey requesting relative importance between the KEAs; and perception pre-survey requesting how closely perceptions align with each KEAs; calculating importance weights and perception weights based on the pre-surveys; performing a general survey process that includes surveying the experience audience to provide a quality rating indicating how well each of the KEAs was delivered based on their own experience; and calculating an Experience Index score as a measure of the quality of the experience that is an aggregation of the received quality ratings weighted by at least one of the importance weights or the perception weights.

公开(公告)号：US20230040119A1

公开(公告)日：2023-02-09

申请号：US17392866

申请日：2021-08-03

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： ANDREA FRIIO

IPC: G06Q30/00 ,  H04L12/58 ,  G06F3/0481

Abstract: A method for implementing chats that includes: providing a chat feature and chat interface on a webpage; providing two types of the chat resources for generating the text inputs of the chats, an automated chat resource type and a human chat resource type; providing a routing function that selectively routes incoming chats between the two types of the chat resources; providing a first selectable portion on the chat interface that, when selected by a customer, indicates a customer chat preference as to whether the customer prefers to chat with chat resources of the automated chat resource type or human chat resource type; receiving input from the customer device indicating that the customer selected the first selectable portion; determining from the received input the customer chat preference; and routing in accordance with the determined preference.

公开(公告)号：US20220400091A1

公开(公告)日：2022-12-15

申请号：US17348225

申请日：2021-06-15

Applicant: Genesys Cloud Services, Inc.

Inventor： Felix Immanuel Wyss ,  Matthew Jahns

IPC: H04L12/58 ,  H04L29/06

Abstract: A method of dynamic prioritization of collaboration between human and virtual agents according to an embodiment includes generating a priority score for a conversation between a human user and a chat bot, wherein the priority score is based on at least a sentiment of the human user and a temporal aspect of the conversation, providing the priority score to a human agent via an interface for monitoring the priority score, transferring control of the conversation from the chat bot to the human agent based on an interaction of the human agent with the interface, and yielding control of the conversation from the human agent back to the chat bot in response to another interaction of the human agent with the interface.