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1. 发明授权

US08175254B2 Prediction of threshold exceptions based on real time operating information 有权
标题翻译：基于实时操作信息预测阈值异常
公开(公告)号：US08175254B2
公开(公告)日：2012-05-08
申请号：US12429032
申请日：2009-04-23
申请人： Hongguang Li , Henry R. Paddock , Lynn R. Smith , Katherine R. Sobus
发明人： Hongguang Li , Henry R. Paddock , Lynn R. Smith , Katherine R. Sobus
IPC分类号： H04M3/00
CPC分类号： G06Q10/06 , H04L41/147 , H04L41/5009 , H04L41/5025 , H04L43/16
摘要： A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.
摘要翻译：联络中心包括实时阈值预测模块，其确定所选择的绩效测量将在未来的时间间隔期间可能跨越所选择的阈值，并作为响应执行以下操作中的至少一个：（i）为所选择的阈值的可能交叉，所选择的服务级别协议中的结果，并且确定一组校正动作以减少所选择的性能测量将跨越所选择的阈值的可能性。

2. 发明申请

US20100274637A1 PREDICTION OF THRESHOLD EXCEPTIONS BASED ON REAL TIME OPERATING INFORMATION 有权
标题翻译：基于实时操作信息预测阈值例外
公开(公告)号：US20100274637A1
公开(公告)日：2010-10-28
申请号：US12429032
申请日：2009-04-23
申请人： Hongguang Li , Henry R. Paddock , Lynn R. Smith , Katherine A. Sobus
发明人： Hongguang Li , Henry R. Paddock , Lynn R. Smith , Katherine A. Sobus
IPC分类号： G06Q10/00 , G06Q50/00 , G06N5/02
CPC分类号： G06Q10/06 , H04L41/147 , H04L41/5009 , H04L41/5025 , H04L43/16
摘要： A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.
摘要翻译：联络中心包括实时阈值预测模块，其确定所选择的绩效测量将在未来的时间间隔期间可能跨越所选择的阈值，并作为响应执行以下操作中的至少一个：（i）为所选择的阈值的可能交叉，所选择的服务级别协议中的结果，并且确定一组校正动作以减少所选择的性能测量将跨越所选择的阈值的可能性。

3. 发明授权

US07734032B1 Contact center and method for tracking and acting on one and done customer contacts 有权
标题翻译：联络中心和方法，用于跟踪和处理一个客户联系人
公开(公告)号：US07734032B1
公开(公告)日：2010-06-08
申请号：US10815534
申请日：2004-03-31
申请人： Sarah H. Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
发明人： Sarah H. Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M2201/12 , H04M2201/14 , H04M2203/408
摘要： The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.
摘要翻译：本发明涉及一种用于维修触点的联络中心，其具有（a）输入以从第一客户接收第一联系人; （b）选择器（i），用于确定第一联系人是否与与第一客户的另一联系有关;以及（ii）当第一联系人与第一客户的另一联系有关时，与第一客户的第一联系人不同，联系与第一个客户的另一个联系无关; 和/或（c）重复接触确定代理（i）在所选择的时间段内跟踪多个代理的集合，由代理集合服务的与由多个代理服务的另一个联系人相关的联系人的数量代理人和（ii）为每个代理人维护指示一个或多个（a）在所选择的时间段期间由所设置的代理服务的联系人中的一个或多个的指示符，其不与被服务的另一联系人有关由代理人和（b）在所选时间段内由代理人设置的与由代理人服务的另一联系人有关的许多联系人。

4. 发明授权

US08391463B1 Method and apparatus for identifying related contacts 有权
标题翻译：用于识别相关联系人的方法和装置
公开(公告)号：US08391463B1
公开(公告)日：2013-03-05
申请号：US11469798
申请日：2006-09-01
申请人： Sarah H. Kiefhaber , Joylee Kohler , Henry R. Paddock
发明人： Sarah H. Kiefhaber , Joylee Kohler , Henry R. Paddock
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , G06Q10/06 , G06Q10/0639 , G06Q10/06398 , H04M2201/18 , H04M2203/551
摘要： Systems and methods for identifying related contacts in a contact center are provided. In particular, contacts that are initiated by an agent or other resource after an earlier contact has been placed on hold or while the agent or resource is in an after-contact work state are determined to be associated with the earlier contact. Accordingly, associations within contacts can be identified and recorded. Furthermore, the identification of associations between contacts can be performed without requiring explicit recognition of relationships between the content of different contacts, and without relying on an agent to make accurate reports regarding relationships between contacts.
摘要翻译：提供了用于识别联络中心中的相关联系人的系统和方法。特别地，由较早联系人之后由代理或其他资源启动的联系人已被置于保持状态或者当代理或资源处于联系后工作状态时被确定为与较早的联系人相关联。因此，可以识别和记录联系人内的关联。此外，可以执行联系人之间的关联的识别，而不需要明确地识别不同联系人的内容之间的关系，并且不依赖代理人来准确地提供关于联系人之间的关系的报告。

5. 发明授权

US08000989B1 Using true value in routing work items to resources 有权
标题翻译：在将工作项目路由到资源时使用真正的值
公开(公告)号：US08000989B1
公开(公告)日：2011-08-16
申请号：US10815584
申请日：2004-03-31
申请人： Sarah H. Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
发明人： Sarah H. Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
IPC分类号： G06Q40/00
CPC分类号： G06Q30/02 , G06Q10/0631 , G06Q30/0201 , G06Q40/00
摘要： The present invention is directed to a contact center 100 comprising (a) an input operable to receive a contact from a customer, the customer having an associated value to the contact center 100 and (b) a contact selector 216 operable to select a resource of the contact center 100 to service the contact based, at least in part, on the associated value. The associated value reflects one or more of a historic, predicted, and current monetary expense of the contact center to service the customer.
摘要翻译：本发明涉及一种联络中心100，其包括（a）可操作以从客户接收联系人的输入，所述客户具有与联络中心100相关联的值;以及（b）可操作以选择资源的联系人该联络中心100至少部分地基于相关联的值来服务于该联系人。相关价值反映了客户服务中心的一个或多个历史，预测和当前的货币支出。

6. 发明授权

US07936867B1 Multi-service request within a contact center 有权
标题翻译：联络中心内的多服务请求
公开(公告)号：US07936867B1
公开(公告)日：2011-05-03
申请号：US11464737
申请日：2006-08-15
申请人： Deborah Jeanne Hill , Sarah Hildebrandt Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
发明人： Deborah Jeanne Hill , Sarah Hildebrandt Kiefhaber , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , Rodney A. Thomson
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M2242/22
摘要： A contact center that includes: (a) an input 200 operable to receive a contact; (b) a task expert module 232 to (i) identify a plurality of tasks 400 associated with the contact; (ii) group the tasks 400 into first and second task sets; and (iii) queue the first and second task sets at different positions in at least one queue 208; and (c) an agent and work item selector 220 to assign the first task set to a first agent for servicing while maintaining the second task set in the at least one queue 208.
摘要翻译：一种联络中心，包括：（a）可操作以接收联系人的输入200; （b）任务专家模块232，以（i）识别与该联系人相关联的多个任务400; （ii）将任务400分组为第一和第二任务集; 和（iii）将至少一个队列208中的第一和第二任务集排队在不同位置; 以及（c）代理和工作项选择器220，用于在将所述第二任务集保持在所述至少一个队列208中的同时将所述第一任务集分配给第一代理进行维护。

7. 发明授权

US07809127B2 Method for discovering problem agent behaviors 有权
标题翻译：发现问题代理行为的方法
公开(公告)号：US07809127B2
公开(公告)日：2010-10-05
申请号：US11193585
申请日：2005-07-28
申请人： Kenneth R. Hackbarth, Jr. , Murray Jenson , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , David Zanoni
发明人： Kenneth R. Hackbarth, Jr. , Murray Jenson , Joylee E. Kohler , Henry R. Paddock , Katherine A. Sobus , David Zanoni
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/523 , G06Q10/06398 , H04M3/5175
摘要： A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.
摘要翻译：提供一种联络中心，其包括用于维护传入联系人的多个代理和可操作以（i）处理一组事件以产生相应措施的目标行为识别模块; （ii）将所述测量与多个规则集进行比较，每个规则集对应于不同类型的目标行为; 以及（iii）当所选择的规则集定义度量时，将度量与所选择的规则集相对应的目标行为类型相关联。

8. 发明授权

US07636433B2 Timeline visualization for call center processes 有权
标题翻译：呼叫中心进程的时间线可视化
公开(公告)号：US07636433B2
公开(公告)日：2009-12-22
申请号：US11293722
申请日：2005-12-02
申请人： Nilay Noyan , Henry R. Paddock , Patrick H. Tendick
发明人： Nilay Noyan , Henry R. Paddock , Patrick H. Tendick
IPC分类号： H04M3/00
CPC分类号： H04M3/5175
摘要： A reporting system is utilized to generate timeline visualization information characterizing a process in a call center. The reporting system comprises a report server, a graphical server, and a database. The report server receives a request for a report, relating to one or more specified aspects of the call center process, from a user terminal, and generates a query to the database. The report server utilizes information retrieved from the database responsive to the query to generate a report for delivery to the user terminal. The report comprises at least one timeline having a plurality of image identifiers associated therewith. The graphical server supplies image files corresponding to respective ones of the image identifiers to the user terminal to thereby permit generation of a visualization of the timeline at the user terminal.
摘要翻译：使用报告系统来生成表征呼叫中心中的进程的时间线可视化信息。报告系统包括报表服务器，图形服务器和数据库。报告服务器从用户终端接收与呼叫中心进程的一个或多个指定方面有关的报告请求，并向数据库生成查询。报告服务器利用从数据库检索的信息，响应于该查询生成用于递送给用户终端的报告。该报告包括至少一个具有与其相关联的多个图像标识符的时间线。图形服务器向用户终端提供与各个图像标识符相对应的图像文件，从而允许在用户终端生成时间线的可视化。

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