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1. 发明授权

US10572879B1 Agent driven media-agnostic work item grouping and sharing over a consult medium 有权
公开(公告)号：US10572879B1
公开(公告)日：2020-02-25
申请号：US11243437
申请日：2005-10-03
申请人： Chad Hunter , Rajeev P. Kalavar
发明人： Chad Hunter , Rajeev P. Kalavar
IPC分类号： H04L12/66 , G06Q30/00 , G06Q30/02
摘要： The present invention, in one embodiment, provides an architecture that allows a first agent to bind one or more customer-escalated work items of different media types already assigned to him with a consult interaction of an entirely different media type such that a target agent consulted has a contextual view of all the interactions owned by the first agent. Typically, the interaction grouping is post-assignment, and the context is provided to the target agent in the course of, and by means of, an agent consult.

2. 发明授权

US08073129B1 Work item relation awareness for agents during routing engine driven sub-optimal work assignments 有权
标题翻译：在路由引擎驱动的次优工作任务期间，代理工作项目关联意识
公开(公告)号：US08073129B1
公开(公告)日：2011-12-06
申请号：US11243436
申请日：2005-10-03
申请人： Rajeev P. Kalavar
发明人： Rajeev P. Kalavar
IPC分类号： H04M3/00
CPC分类号： H04M3/5233
摘要： In one embodiment, a contact center 100 includes: (a) a queue 208 to contain a pointer to a first contact from a first customer; (b) a selector 220 to select a first agent to service the first contact, the first agent being a suboptimal selection for servicing the first contact and a second agent being an optimal selection for servicing the first contact; and (c) a routing notification agent 232 to notify the first agent that the second agent was the optimal selection for servicing the contact; and/or, after delivery of the first contact to the first agent, notify the second agent that the first agent is the suboptimal selection for servicing the contact and that the second agent is the optimal selection for servicing the contact.
摘要翻译：在一个实施例中，联络中心100包括：（a）队列208，用于包含来自第一客户的指向第一联系人的指针; （b）选择器220，用于选择第一代理以服务第一联系人，第一代理是用于维护第一联系人的次优选择，第二代理是用于维护第一联系人的最佳选择; 和（c）路由通知代理232以通知第一代理人第二代理是用于维护联系人的最佳选择; 和/或在将第一联系人发送到第一代理之后，通知第二代理人第一代理是用于维护联系人的次优选择，并且第二代理是用于维护联系人的最佳选择。

3. 发明授权

US08238541B1 Intent based skill-set classification for accurate, automatic determination of agent skills 有权
标题翻译：基于意图的技能集分类准确，自动确定代理技能
公开(公告)号：US08238541B1
公开(公告)日：2012-08-07
申请号：US11344733
申请日：2006-01-31
申请人： Rajeev P. Kalavar
发明人： Rajeev P. Kalavar
IPC分类号： H04M3/00
CPC分类号： H04M3/5233 , H04M3/5175
摘要： The present invention is directed toward a method and system for determining the skill levels of an agent in a contact center. The invention creates a relationship between contact intent and agent skill to help determine agent skills based on successfully completed contacts.
摘要翻译：本发明涉及一种用于确定联络中心中的代理人的技能水平的方法和系统。本发明创建了联系意图和代理技能之间的关系，以帮助确定基于成功完成的联系人的代理人技能。

4. 发明授权

US08116446B1 Agent driven work item awareness for tuning routing engine work-assignment algorithms 有权
标题翻译：代理驱动工作项目意识，用于调整路由引擎工作分配算法
公开(公告)号：US08116446B1
公开(公告)日：2012-02-14
申请号：US11243435
申请日：2005-10-03
申请人： Rajeev P. Kalavar
发明人： Rajeev P. Kalavar
IPC分类号： H04M3/00
CPC分类号： H04M3/5232 , H04M2203/404 , H04M2203/551 , H04M2203/552
摘要： Architecture for providing deductive context to a contact center routing engine is provided. Specifically, when a first interaction or set of interactions is received by a first agent and that agent cannot handle part or all of those interactions, before sending those interactions back to the routing engine, the agent can provide additional information enabling the routing engine to use the information when determining the next optimal resource for the grouped interactions.
摘要翻译：提供了向联络中心路由引擎提供演绎上下文的体系结构。具体来说，当第一代理接收到第一交互或一组交互，并且该代理不能处理这些交互的部分或全部时，在将这些交互发送回路由引擎之前，代理可以提供使路由引擎能够使用的附加信息确定分组交互的下一个最佳资源时的信息。

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