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1. 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。

2. 发明授权

US07711104B1 Multi-tasking tracking agent 有权
标题翻译：多任务跟踪代理
公开(公告)号：US07711104B1
公开(公告)日：2010-05-04
申请号：US10946638
申请日：2004-09-20
申请人： Andrew D. Flockhart , Kenneth R. Hackbarth , Thomas L. Hemm , Sarah Hildebrandt Kiefhaber , Joylee E. Kohler , Gary Edward Olmsted , Jill B. Ziobro
发明人： Andrew D. Flockhart , Kenneth R. Hackbarth , Thomas L. Hemm , Sarah Hildebrandt Kiefhaber , Joylee E. Kohler , Gary Edward Olmsted , Jill B. Ziobro
IPC分类号： H04M3/00
CPC分类号： H04M3/5191 , H04M3/5175
摘要： The present invention is directed to a system for tracking a contact center operation. The system includes a tracking agent 232 operable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determine whether the first work item involves a communication medium different from the second work item; and (c) when the first work item involves a communication medium different from the second work item, cause termination of a timer with respect to the servicing of the first work item and initiation of a timer with respect to the servicing of the second work item. The first and second work items are concurrently assigned for servicing to the agent.
摘要翻译：本发明涉及用于跟踪联络中心操作的系统。该系统包括跟踪代理232，其可操作以（a）接收指示代理焦点从第一工作项到第二工作项的改变的通知; （b）确定第一工作项目是否涉及与第二工作项目不同的通信介质; 以及（c）当第一工作项目涉及与第二工作项目不同的通信介质时，导致针对第一工作项目的维护终止定时器并且关于第二工作项目的维护启动定时器。第一个和第二个工作项目同时被分配给代理服务。

3. 发明授权

US06978247B1 Multimedia customer care center having a layered control architecture 有权
标题翻译：具有分层控制架构的多媒体客户服务中心
公开(公告)号：US06978247B1
公开(公告)日：2005-12-20
申请号：US09588963
申请日：2000-06-07
申请人： Frank J. Bogart , Camille Gabriel , Sarah Hildebrandt Kiefhaber , Gary S. King , Rebecca Kay Phelps
发明人： Frank J. Bogart , Camille Gabriel , Sarah Hildebrandt Kiefhaber , Gary S. King , Rebecca Kay Phelps
IPC分类号： G06Q10/06 , G06Q10/10 , H04M3/42 , H04M3/523 , G06F17/60
CPC分类号： H04M3/523 , G06Q10/0631 , G06Q10/103
摘要： The architecture of a multimedia customer care center (100) is divided into three separate application layers: a contact layer (104), a communications layer (106) and a business layer (108). The contact layer comprises media-specific handlers (200–212) that manage their media-specific resources, connect customer contacts to resources (220) and report events, including status to the communications layer. The communication includes media-independent software (106) that manages shared resources, that tracks, accumulates, and reports events reported by the contact layer, and that directs handling of events by the contact layer according to business information. The business layer includes software (108) that provides an interface to the customer contact center for the business that is served by the center. It manages business services by supplying business information that defines the services and business goals to the communications layer, and generates reports from information accumulated by the communications layer. It effects scheduling and adherence tracking of resources. It also provides workflow control capability or interfaces to pre-existing workflow systems.
摘要翻译：多媒体客户服务中心（100）的架构被分为三个单独的应用层：接触层（104），通信层（106）和业务层（108）。接触层包括管理其媒体特定资源的媒体专用处理程序（200-212），将客户联系人连接到资源（220）并且向通信层报告包括状态的事件。通信包括管理共享资源的媒体独立软件（106），其跟踪，累积和报告由联系层报告的事件，并且根据业务信息指导接触层处理事件。业务层包括为中心服务的业务向客户联络中心提供接口的软件（108）。它通过向通信层提供定义服务和业务目标的业务信息来管理业务服务，并根据通信层累积的信息生成报告。它影响资源的调度和遵守跟踪。它还提供工作流控制功能或与现有工作流系统的接口。

4. 发明授权

US07953859B1 Data model of participation in multi-channel and multi-party contacts 有权
标题翻译：参与多渠道和多方联系的数据模型
公开(公告)号：US07953859B1
公开(公告)日：2011-05-31
申请号：US10861193
申请日：2004-06-03
申请人： Sarah Hildebrandt Kiefhaber , Robert W. Snyder , Robin Donald Taylor , David Zanoni
发明人： Sarah Hildebrandt Kiefhaber , Robert W. Snyder , Robin Donald Taylor , David Zanoni
IPC分类号： G06F15/16 , G06F17/00
CPC分类号： H04M3/5191 , H04M3/5175
摘要： The present invention is directed to a contact center that includes a switching fabric 110, 130 operable to configure a communication session between a first customer and a first resource 138 for servicing of a first contact by the first resource and a contact tracking agent 232 operable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.
摘要翻译：本发明涉及一种联络中心，其包括交换结构110,130，其可操作以配置第一客户和第一资源138之间的通信会话，用于由第一资源维护第一联系人，以及联系人跟踪代理232可操作的，在由所述第一资源对所述第一联系人进行维修期间，（a）监视所述第一联络中心端点中的至少一个（i）接触状态的变化，（ii）所述第一资源和所述第一客户的连接通过第二（新）通信频道，以及（iii）在通信会话中添加一方和/或删除一方的方式，以及（b）当（i） - （iii）中的至少一个发生时终止第一接触部分并形成第二接触部分。第一和第二接触部分与通信会话相关联。

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