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1. 发明申请

US20100036670A1 Premises Enabled Mobile Kiosk, Using Customers' Mobile Communication Device 审中-公开
标题翻译：使用客户移动通信设备的移动信息亭
公开(公告)号：US20100036670A1
公开(公告)日：2010-02-11
申请号：US12186905
申请日：2008-08-06
申请人： Deborah Hill , Sarah H. Kiefhaber , Joylee E. Kohler , Katherine A. Sobus , Rodney A. Thomson
发明人： Deborah Hill , Sarah H. Kiefhaber , Joylee E. Kohler , Katherine A. Sobus , Rodney A. Thomson
IPC分类号： G06Q99/00
CPC分类号： H04M3/523 , G06Q30/016 , G06Q30/02 , H04L67/18 , H04L67/24 , H04M2242/30 , H04W4/029
摘要： A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.
摘要翻译：提供了一个联络中心，可通过移动信息亭为内部客户提供服务。移动信息亭可由客户或现场客户服务代表携带。移动信息站可以在联络中心联系人队列中排队，使得可以通过与企业数据库，供应商数据库接口以及向客户联系人分配适当技术的联络中心代理来提供增强的客户服务。

2. 发明授权

US10375244B2 Premises enabled mobile kiosk, using customers' mobile communication device 有权
公开(公告)号：US10375244B2
公开(公告)日：2019-08-06
申请号：US12186905
申请日：2008-08-06
申请人： Deborah Hill , Sarah H. Kiefhaber , Joylee E. Kohler , Katherine A. Sobus , Rodney A. Thomson
发明人： Deborah Hill , Sarah H. Kiefhaber , Joylee E. Kohler , Katherine A. Sobus , Rodney A. Thomson
IPC分类号： H04M3/523 , G06Q30/00 , G06Q30/02 , H04W4/02 , H04L29/08
摘要： A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.

3. 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。

4. 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。

5. 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。

6. 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。

7. 发明授权

US07729490B2 Post-termination contact management 有权
标题翻译：终止后联络人管理
公开(公告)号：US07729490B2
公开(公告)日：2010-06-01
申请号：US10778960
申请日：2004-02-12
申请人： Thomas L. Hemm , Joylee E. Kohler , Rodney A. Thomson
发明人： Thomas L. Hemm , Joylee E. Kohler , Rodney A. Thomson
IPC分类号： H04M3/00
CPC分类号： H04L41/147 , G06Q30/06 , H04L41/5009 , H04L41/5022 , H04L41/5064 , H04M3/5191 , H04M3/523 , H04M3/5231 , H04M2203/551 , H04W72/1205 , H04W76/10
摘要： The present invention is directed to a method for servicing a transaction in a contact center. When a communication associated with a transaction is terminated prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining, relative to other transactions, the assigned service priority for the transaction while the communication is disconnected and assigning the assigned service priority to a subsequent inbound communication from the transaction initiator; (b) scheduling a subsequent outbound communication to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound communication is received by the contact center; and (d) when, during the first communication, the transaction initiator selected at least one item as part of an electronic order and the first communication was terminated before the electronic order was completed, maintaining the item(s) in memory and providing the item(s) to the transaction initiator when the transaction initiator makes a further communication with the contact center.
摘要翻译：本发明涉及一种用于维护联络中心中的交易的方法。当与事务相关联的通信过早地终止时，可以向事务发起者提供特殊处理。特殊待遇包括：（a）在通信断开连接时将与交易相关的其他事务相关的业务优先级维护，并将分配的服务优先级分配给来自事务发起者的后续入站通信; （b）将后续出站通信调度到与所述事务发起者相关联的外部端点; （c）当接触中心接收到后续的入站通信时，向交易发起者分配优惠服务优先权; 和（d）在第一通信期间，当交易发起者在电子订单的一部分中选择至少一个项目并且第一通信在电子订单完成之前被终止时，将该项目保持在存储器中并提供该项目当事务发起者进一步与联络中心进行通信时，交易发起者。

8. 发明授权

US08457300B2 Instant message contact management in a contact center 有权
标题翻译：联络中心即时消息联系人管理
公开(公告)号：US08457300B2
公开(公告)日：2013-06-04
申请号：US12776013
申请日：2010-05-07
申请人： Thomas L. Hemm , Joylee E. Kohler , Rodney A. Thomson
发明人： Thomas L. Hemm , Joylee E. Kohler , Rodney A. Thomson
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5235 , G06Q10/107 , G06Q30/01 , G06Q30/02 , G06Q30/0601 , H04L41/147 , H04L41/5009 , H04L41/5022 , H04L41/5064 , H04M3/5191 , H04M3/523 , H04M3/5231 , H04M2203/551
摘要： The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.
摘要翻译：本发明涉及一种用于维护联络中心中的交易的方法。当与事务相关联的即时消息通信过早地被暂停时，可以向事务发起者提供特殊处理。特殊待遇包括：（a）维护交易的分配服务优先级，以转交给后续通信; （b）将后续出站即时消息调度到与所述事务发起者相关联的外部端点; （c）当联络中心接收到后续的入站即时消息时，向交易发起者分配优惠服务优先权; 和（d）将先前选择的项目保持在存储器中，并在随后的通信中将项目提供给交易启动器。

9. 发明申请

US20100296646A1 INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER 有权
标题翻译：联系中心的即时消息联系人管理
公开(公告)号：US20100296646A1
公开(公告)日：2010-11-25
申请号：US12776013
申请日：2010-05-07
申请人： Thomas L. Hemm , Joylee E. Kohler , Rodney A. Thomson
发明人： Thomas L. Hemm , Joylee E. Kohler , Rodney A. Thomson
IPC分类号： H04M3/00 , H04L12/56 , H04W40/00 , G06Q30/00
CPC分类号： H04M3/5235 , G06Q10/107 , G06Q30/01 , G06Q30/02 , G06Q30/0601 , H04L41/147 , H04L41/5009 , H04L41/5022 , H04L41/5064 , H04M3/5191 , H04M3/523 , H04M3/5231 , H04M2203/551
摘要： The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.
摘要翻译：本发明涉及一种用于维护联络中心中的交易的方法。当与事务相关联的即时消息通信过早地被暂停时，可以向事务发起者提供特殊处理。特殊待遇包括：（a）维护交易的分配服务优先级，以转交给后续通信; （b）将后续出站即时消息调度到与所述事务发起者相关联的外部端点; （c）当联络中心接收到后续的入站即时消息时，向交易发起者分配优惠服务优先权; 和（d）将先前选择的项目保持在存储器中，并在随后的通信中将项目提供给交易启动器。

10. 发明授权

US06173053B2 Optimizing call-center performance by using predictive data to distribute calls among agents 失效
标题翻译：通过使用预测数据在代理之间分配呼叫来优化呼叫中心的性能
公开(公告)号：US06173053B2
公开(公告)日：2001-01-09
申请号：US09057842
申请日：1998-04-09
申请人： Frank J. Bogart , Andrew D. Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , Stephen L. Skarzynski
发明人： Frank J. Bogart , Andrew D. Flockhart , Robin H. Foster , Joylee E. Kohler , Eugene P. Mathews , Stephen L. Skarzynski
IPC分类号： H04Q364
CPC分类号： H04M3/5233
摘要： Selection of a call-center agent (106-108) to handle a call is based on which available agent's handling of the call will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a service profile for each type of call that they handle. A service profile (400-402) comprises present values of a plurality of service metrics, such as proficiency, profitability, customer satisfaction, and agent satisfaction. When a call of a particular type becomes available, the present values of the service metrics of the service profile (400-500) of that call type of each agent who is available to handle the call are combined (304) into a score according to one of a plurality of formulas which corresponds to that call type, and the agent with the best score is assigned (306) to the call. When the assigned agent finishes handling the is call, his or her performance is evaluated (202-206) based on the service metrics, and the valuations are used (210) to revise the present values of the service metrics of that agent's service profile. The revision process gives (208) more weight to valuations of more-recently-handled calls to reflect both long-term and short-term agent performance trends and variations.
摘要翻译：呼叫中心代理（106-108）的选择是基于哪个可用代理对呼叫的处理将趋向于优化呼叫中心性能标准，例如效率（例如，最小化每个呼叫处理时间）或导出收益（例如，最大化收入）。每个代理都有一个服务配置文件，用于他们处理的每种类型的调用。服务简档（400-402）包括多个服务度量的现值，例如熟练度，盈利能力，顾客满意度和代理满意度。当特定类型的呼叫可用时，可以处理呼叫的每个代理的该呼叫类型的服务简档（400-500）的当前值被组合（304）到根据对应于该呼叫类型的多个公式中的一个，并且具有最佳分数的代理被分配（306）到该呼叫。当所分配的代理完成处理呼叫时，根据服务度量对其性能进行评估（202-206），并使用估价（210）来修改该代理服务简档的服务度量的当前值。修订过程使（208）对最近处理的呼叫的估值更加重视，以反映长期和短期代理业绩趋势和变化。

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