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：US20230085756A1

公开(公告)日：2023-03-23

申请号：US17480752

申请日：2021-09-21

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： ROBERT KASSEL

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

Abstract: A method for routing incoming interactions in a contact center. The incoming interactions are instigated by customers for communicating with the contact center, and the contact center includes agents between which the incoming interactions are routed. The method includes: determining a routing interval; identifying received incoming interactions for inclusion in a received interactions batch, each of the received incoming interactions being identified as ones of the incoming interactions that are received within the routing interval; identifying candidate agents for inclusion in a candidate agent group, the candidate agents being identified as available ones of the agents to whom the received incoming interactions of the received interaction batch can be routed; and subsequent to the end of the routing interval, routing the received incoming interactions included in the received interaction batch to the candidate agents included in the candidate agent group.