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1. 发明申请

US20070195945A1 Systems and methods for facilitating contact center coaching 审中-公开
标题翻译：促进联络中心辅导的系统和方法
公开(公告)号：US20070195945A1
公开(公告)日：2007-08-23
申请号：US11540185
申请日：2006-09-29
申请人： Shmuel Korenblit , James Gordon Nies , Ari Volcoff , Damian Smith
发明人： Shmuel Korenblit , James Gordon Nies , Ari Volcoff , Damian Smith
IPC分类号： H04M3/00
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/0639 , G06Q10/06393 , G06Q10/06395 , G06Q10/06398 , G06Q50/20
摘要： Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method includes: receiving information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; scheduling a coaching meeting with the agent in order to address the condition; and scheduling training for the agent based, at least in part, on information obtained during the coaching meeting, the training being selected to address the condition; wherein the information corresponding to the condition, the information corresponding to the coaching meeting, and information corresponding to the training is integrated into a coaching session form
摘要翻译：提供了促进联络中心辅导的系统和方法。在这方面，代表性方法包括：接收对应于表示代理未满足预先建立的标准的条件的信息; 安排与代理人的指导会议，以解决问题; 以及至少部分地基于在所述辅导会议期间获得的信息来为所述代理进行调度训练，所述训练被选择以解决所述状况; 其中对应于条件的信息，与辅导会议相对应的信息以及与训练相对应的信息被整合到辅导会话形式

2. 发明授权

US07949552B2 Systems and methods for context drilling in workforce optimization 有权
标题翻译：劳动力优化中上下文挖掘的系统和方法
公开(公告)号：US07949552B2
公开(公告)日：2011-05-24
申请号：US11528267
申请日：2006-09-27
申请人： Shmuel Korenblit , Simon Shvarts , James Gordon Nies , Ari Volcoff
发明人： Shmuel Korenblit , Simon Shvarts , James Gordon Nies , Ari Volcoff
IPC分类号： G06Q99/00
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/0639 , G06Q10/06393 , G06Q10/06395 , G06Q10/06398 , G06Q50/20
摘要： The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.
摘要翻译：本文所述的系统和方法提供钻取引擎，其促进用于执行劳动力管理，质量监测，电子学习，性能管理和分析功能的解决方案的集成。钻探引擎有助于将质量监控/呼叫记录与性能管理和电子学习功能相结合，作为统一的集成解决方案。该组合可以通过单一平台交付，使用户能够获得更多的洞察力，并在销售，服务和整体运营方面做出更明智的决策。这将客户中心工具超越传统的“套件”方法，成为真正的单一劳动力优化平台。

3. 发明申请

US20070198330A1 Integrated contact center systems for facilitating contact center coaching 审中-公开
标题翻译：综合联络中心系统，方便联络中心辅导
公开(公告)号：US20070198330A1
公开(公告)日：2007-08-23
申请号：US11540107
申请日：2006-09-29
申请人： Shmuel Korenblit , James Gordon Nies , Ari Volcoff , Damian Smith
发明人： Shmuel Korenblit , James Gordon Nies , Ari Volcoff , Damian Smith
IPC分类号： H04M3/51
CPC分类号： H04M3/5175 , G06Q10/06316 , G06Q10/06393 , G06Q10/06398 , H04M3/2227
摘要： Systems and methods for facilitating contact center coaching are provided. In this regard, a representative integrated contact center system incorporates a workforce manager, a quality monitor, and a coaching system. The workforce manager includes a scheduler. The quality monitor is configured to provide, to the scheduler, at least one quality goal for a work period of an agent and at least one quality score for the agent. The coaching system is configured to communicate with the workforce manager, the coaching system being operative to: receive information, from the quality manager, corresponding to a condition indicating that the agent is failing to meet pre-established criteria; schedule a coaching meeting with the agent in order to address the condition; and integrate the information corresponding to the condition into a coaching session form.
摘要翻译：提供了促进联络中心辅导的系统和方法。在这方面，一个具有代表性的综合联络中心系统包括一个劳动力经理，一个质量监督和一个辅导系统。劳动力经理包括一个调度程序。质量监视器被配置为向调度器提供代理的工作周期的至少一个质量目标和代理的至少一个质量得分。教练系统被配置为与劳动力管理者通信，辅导系统可操作以：从质量管理器接收与指示代理未能满足预先确定的标准的条件相对应的信息; 安排与代理人进行教练会议以解决问题; 并将与该条件相对应的信息整合到辅导会话表单中。

4. 发明申请

US20070198284A1 Systems and methods for facilitating contact center coaching 审中-公开
标题翻译：促进联络中心辅导的系统和方法
公开(公告)号：US20070198284A1
公开(公告)日：2007-08-23
申请号：US11540900
申请日：2006-09-29
申请人： Shmuel Korenblit , James Gordon Nies , Ari Volcoff , Damian Smith
发明人： Shmuel Korenblit , James Gordon Nies , Ari Volcoff , Damian Smith
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/0639 , G06Q10/06393 , G06Q10/06395 , G06Q10/06398 , G06Q50/20
摘要： Systems and methods for facilitating contact center coaching are provided. In this regard, a representative method for coaching an agent of a contact center includes: displaying, to a user, information corresponding to a condition indicating that the agent is failing to meet pre-established criteria; receiving input from the user, the input indicating that a coaching meeting is to be scheduled with the agent in order to address the condition; responsive to the input, generating a coaching session form, the coaching session form comprising information corresponding to the agent; and displaying the coaching session form to the user.
摘要翻译：提供了促进联络中心辅导的系统和方法。在这方面，用于指导联络中心的代理的代表性方法包括：向用户显示与指示代理未能满足预先建立的标准的条件相对应的信息; 从所述用户接收输入，所述输入指示要与所述代理人一起安排指导会议以解决所述条件; 响应所述输入，生成辅导会话表单，所述指导会话表单包括与所述代理相对应的信息; 并向用户显示辅导会话表单。

5. 发明申请

US20080091501A1 Systems and methods of partial shift swapping 有权
标题翻译：部分换位交换的系统和方法
公开(公告)号：US20080091501A1
公开(公告)日：2008-04-17
申请号：US11540320
申请日：2006-09-29
申请人： Swati Tewari , Michael Robert Bourke , Jason Fama , Shmuel Korenblit
发明人： Swati Tewari , Michael Robert Bourke , Jason Fama , Shmuel Korenblit
IPC分类号： G06F15/02
CPC分类号： G06Q10/06 , G06Q10/063112 , G06Q10/063116
摘要： Systems and methods of partial shift swapping are disclosed. An exemplary method comprises the steps of: receiving a partial shift swap request from an agent; determining a disposition of the partial shift swap request by applying a set of criteria associated with a validation rule to the partial shift swap request; and if the disposition indicates the partial shift swap request is approved, updating a schedule to reflect the partial shift swap request. An exemplary computer-readable medium has a computer program stored thereon. The computer program comprises computer-executable instructions for performing a computer-executed method of requesting a partial shift swap. The method comprises the steps of: receiving a partial shift swap request from an agent; determining a disposition of the partial shift swap request by applying a set of criteria associated with a validation rule to the partial shift swap request; and if the disposition indicates the partial shift swap request is approved, updating a schedule to reflect the partial shift swap request.
摘要翻译：公开了部分移位交换的系统和方法。一种示例性方法包括以下步骤：从代理接收部分移位交换请求; 通过将与验证规则相关联的一组标准应用于部分移位交换请求来确定部分移位交换请求的配置; 并且如果配置指示部分移位交换请求被批准，则更新调度以反映部分移位交换请求。示例性的计算机可读介质具有存储在其上的计算机程序。计算机程序包括用于执行请求部分移位交换的计算机执行方法的计算机可执行指令。该方法包括以下步骤：从代理接收部分移位交换请求; 通过将与验证规则相关联的一组标准应用于部分移位交换请求来确定部分移位交换请求的配置; 并且如果配置指示部分移位交换请求被批准，则更新调度以反映部分移位交换请求。

6. 发明授权

US08645179B2 Systems and methods of partial shift swapping 有权
标题翻译：部分换位交换的系统和方法
公开(公告)号：US08645179B2
公开(公告)日：2014-02-04
申请号：US11540320
申请日：2006-09-29
申请人： Swati Tewari , Michael Robert Bourke , Jason Fama , Shmuel Korenblit
发明人： Swati Tewari , Michael Robert Bourke , Jason Fama , Shmuel Korenblit
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/063112 , G06Q10/063116
摘要： Systems and methods of partial shift swapping are disclosed. An exemplary method comprises the steps of: receiving a partial shift swap request from an agent; determining a disposition of the partial shift swap request by applying a set of criteria associated with a validation rule to the partial shift swap request; and if the disposition indicates the partial shift swap request is approved, updating a schedule to reflect the partial shift swap request. An exemplary computer-readable medium has a computer program stored thereon. The computer program comprises computer-executable instructions for performing a computer-executed method of requesting a partial shift swap. The method comprises the steps of: receiving a partial shift swap request from an agent; determining a disposition of the partial shift swap request by applying a set of criteria associated with a validation rule to the partial shift swap request; and if the disposition indicates the partial shift swap request is approved, updating a schedule to reflect the partial shift swap request.
摘要翻译：公开了部分移位交换的系统和方法。一种示例性方法包括以下步骤：从代理接收部分移位交换请求; 通过将与验证规则相关联的一组标准应用于部分移位交换请求来确定部分移位交换请求的配置; 并且如果配置指示部分移位交换请求被批准，则更新调度以反映部分移位交换请求。示例性的计算机可读介质具有存储在其上的计算机程序。计算机程序包括用于执行请求部分移位交换的计算机执行方法的计算机可执行指令。该方法包括以下步骤：从代理接收部分移位交换请求; 通过将与验证规则相关联的一组标准应用于部分移位交换请求来确定部分移位交换请求的配置; 并且如果配置指示部分移位交换请求被批准，则更新调度以反映部分移位交换请求。

7. 发明申请

US20080082387A1 Systems and methods or partial shift swapping 审中-公开
标题翻译：系统和方法或部分换乘
公开(公告)号：US20080082387A1
公开(公告)日：2008-04-03
申请号：US11541056
申请日：2006-09-29
申请人： Swati Tewari , Michael Robert Bourke , Jason Fama , Shmuel Korenblit
发明人： Swati Tewari , Michael Robert Bourke , Jason Fama , Shmuel Korenblit
IPC分类号： G05B19/418 , G06F15/02 , G06F9/46
CPC分类号： G06Q10/06 , G06Q10/063112 , G06Q10/063116
摘要： Systems and methods of partial shift swapping are disclosed. An exemplary method comprises: receiving a partial shift swap request to swap a portion of a shift; and updating a schedule to reflect the partial shift swap request. The request is to swap a portion of the shift from an offering agent to an accepting agent. The shift has a date and at least one time range indicating the portion of the shift time range to be re-assigned to the accepting agent.
摘要翻译：公开了部分移位交换的系统和方法。示例性方法包括：接收部分移位交换请求以交换移位的一部分; 并更新一个时间表以反映部分移位交换请求。请求是将一部分转移从交易代理交换到接受代理。移位具有日期和至少一个时间范围，指示要重新分配给接受代理的移动时间范围的部分。

8. 发明申请

US20070195944A1 Systems and methods for context drilling in workforce optimization 有权
标题翻译：劳动力优化中上下文挖掘的系统和方法
公开(公告)号：US20070195944A1
公开(公告)日：2007-08-23
申请号：US11528267
申请日：2006-09-27
申请人： Shmuel Korenblit , Simon Shvarts , James Gordon Nies
发明人： Shmuel Korenblit , Simon Shvarts , James Gordon Nies
IPC分类号： H04M3/00
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/0639 , G06Q10/06393 , G06Q10/06395 , G06Q10/06398 , G06Q50/20
摘要： The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.
摘要翻译：本文所述的系统和方法提供钻取引擎，其促进用于执行劳动力管理，质量监测，电子学习，性能管理和分析功能的解决方案的集成。钻探引擎有助于将质量监控/呼叫记录与性能管理和电子学习功能相结合，作为统一的集成解决方案。该组合可以通过单一平台交付，使用户能够获得更多的洞察力，并在销售，服务和整体运营方面做出更明智的决策。这将客户中心工具超越传统的“套件”方法，成为真正的单一劳动力优化平台。

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