公开(公告)号：US20160105559A1

公开(公告)日：2016-04-14

申请号：US14510602

申请日：2014-10-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Stefania Castellani ,  Benjamin Vincent Hanrahan ,  Yves Hoppenot

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  H04M2203/555

Abstract: Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.

Abstract translation: 方法和系统通过规范性分析确定工作环境中的客户满意度。 可以通过界面（例如，代理仪表板）收集与工作环境（如呼叫中心）中顾客满意感相关的自我报告数据，允许代理人进入自报 有关客户满意度的数据。 然后可以将自我报告的数据与与代理相关联的实际客户满意度得分相关联，以得出指示代理和客户之间的交互的数据。 然后可以通过界面提供反馈数据，该界面指示自报数据的正确性，这是基于将自我报告的数据与实际的客户满意度得分相关联的。

公开(公告)号：US20160234388A1

公开(公告)日：2016-08-11

申请号：US14617396

申请日：2015-02-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Yves Hoppenot ,  Benjamin Vincent Hanrahan ,  Stefania Castellani ,  Frederic Somat

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/38 ,  H04M2203/401 ,  H04M2203/405

Abstract: An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

Abstract translation: 公开了一种用于生成图形表示以激励呼叫中心中的多个雇员的装置，方法和非暂时计算机可读介质。 例如，该装置包括包括多个像素的显示器，其中多个像素中的每个像素表示多个雇员中的一个或多个，存储图形表示的计算机可读介质和与显示器通信的处理器， 所述计算机可读介质，其中当所述多个雇员中的一个雇员达到呼叫中心目标时，所述处理器从所述多个雇员之一的终端设备接收指示，并且所述处理器引起与所述多个雇员相关联的所述多个像素的像素 多个员工中的一个根据图形表示打开，其中图形表示包括像素艺术形状。

公开(公告)号：US09654632B2

公开(公告)日：2017-05-16

申请号：US14617396

申请日：2015-02-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Yves Hoppenot ,  Benjamin Vincent Hanrahan ,  Stefania Castellani ,  Frederic Somat

IPC: H04M3/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/38 ,  H04M2203/401 ,  H04M2203/405

Abstract: An apparatus, method and non-transitory computer readable medium for generating a graphical representation to motivate a plurality of employees in a call center are disclosed. For example, the apparatus includes a display comprising a plurality of pixels, wherein each one of the plurality of pixels represents one or more of the plurality of employees, a computer-readable medium storing the graphical representation and a processor in communication with the display and the computer-readable medium, wherein the processor receives an indication from an endpoint device of one of the plurality of employees when the one of the plurality of employees achieves a call center objective and the processor causes a pixel of the plurality of pixels associated with the one of the plurality of employees to turn on in accordance with the graphical representation, wherein the graphical representation comprises a pixel art shape.

公开(公告)号：US09619701B2

公开(公告)日：2017-04-11

申请号：US14717612

申请日：2015-05-20

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Damien Cramet

IPC: G06K9/00 ,  G06K9/22 ,  G06K9/20 ,  G06F3/0484

CPC classification number: G06K9/00463 ,  G06F3/04845 ,  G06F3/0488 ,  G06K9/00449 ,  G06K9/00456 ,  G06K9/2063 ,  G06K9/22 ,  G06K9/325

Abstract: Systems and methods include an application operating on a device. The application causes the graphic user interface of the device to display an initial instruction to obtain a full-view image that positions all of an item within a field of view of a camera on the device. The application automatically recognizes identified features of the full-view image, by using a processor in communication with the camera. After displaying the initial instruction, the application causes the graphic user interface to display a subsequent instruction to obtain a zoom-in image that positions only a portion of the item within the field of view of the camera. Also the application automatically recognizes patterns from the zoom-in image, using the processor. Furthermore the application performs an authentication process using the identified features and the patterns to determine whether the item is valid, using the processor.

公开(公告)号：US09955009B2

公开(公告)日：2018-04-24

申请号：US14510602

申请日：2014-10-09

Applicant: Xerox Corporation

Inventor： Francois Ragnet ,  Stefania Castellani ,  Benjamin Vincent Hanrahan ,  Yves Hoppenot

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06398 ,  H04M2203/555

Abstract: Methods and systems determining customer satisfaction in a work environment via prescriptive analytics. Self-reported data related to the perception of an agent with respect to customer satisfaction in a work environment (e.g., a call center) can be collected via an interface (e.g., an agent dashboard) that allows the agent to enter the self-reported data regarding the customer satisfaction. The self-reported data can then be correlated with an actual customer satisfaction score associated with the agent to derive data indicative of an interaction between the agent and a customer(s). Feedback data can then be provided via the interface indicating a correctness of the self-reported data based on correlating the self-reported data with the actual customer satisfaction score.