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1. 发明申请

US20100322406A1 Servicing Calls in Call Centers Based On Estimated Call Value 有权
标题翻译：根据预计呼叫价值在呼叫中心维修呼叫
公开(公告)号：US20100322406A1
公开(公告)日：2010-12-23
申请号：US12490238
申请日：2009-06-23
申请人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
发明人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5235 , H04M2201/12 , H04M2201/18 , H04M2203/408 , H04M2242/06
摘要： Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.
摘要翻译：公开了使呼叫中心代理能够根据呼叫的估计值适应来电呼叫的方法。根据第一说明性实施例，当一个或多个代理当前正在服务较低价值呼叫的队列中存在“高价值”呼叫等待时，正在服务于较低价值呼叫的代理被通知存在在队列中等待更高价值的呼叫，并被提示提供他或她将为其当前呼叫服务多久的估计。呼叫中心系统基于以下方式选择高价值呼叫将被路由的代理：（i）代理人对提示的响应，以及（ii）对于每个响应代理，对于来自代理与代理完成维修通话所需的实际时间相比。

2. 发明授权

US08565412B2 Servicing calls in call centers based on estimated call value 有权
标题翻译：根据估计的呼叫价值在呼叫中心服务呼叫
公开(公告)号：US08565412B2
公开(公告)日：2013-10-22
申请号：US12490238
申请日：2009-06-23
申请人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
发明人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
IPC分类号： H04M3/00
CPC分类号： H04M3/523 , H04M3/5235 , H04M2201/12 , H04M2201/18 , H04M2203/408 , H04M2242/06
摘要： Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.
摘要翻译：公开了使呼叫中心代理能够根据呼叫的估计值适应来电呼叫的方法。根据第一说明性实施例，当一个或多个代理当前正在服务较低价值呼叫的队列中存在“高价值”呼叫等待时，正在服务于较低价值呼叫的代理被通知存在在队列中等待更高价值的呼叫，并被提示提供他或她将为其当前呼叫服务多久的估计。呼叫中心系统根据以下原因选择高价值呼叫将被路由的代理：（i）代理人对提示的响应，以及（ii）对于每个响应代理，对于代理与代理完成维修通话所需的实际时间相比。

3. 发明授权

US08731182B2 Data store for assessing accuracy of call center agent service time estimates 有权
标题翻译：数据存储用于评估呼叫中心代理服务时间估计的准确性
公开(公告)号：US08731182B2
公开(公告)日：2014-05-20
申请号：US12544666
申请日：2009-08-20
申请人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
发明人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
IPC分类号： H04M3/00
CPC分类号： H04M3/51
摘要： A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the accuracy of agent responses in a call center. In accordance with the illustrative embodiment, agents in a call center are prompted at different times during their workday for estimates of how much longer they will be servicing their current call, and the estimates are stored in the data store along with the actual times required for completion of the call. Statistics for each agent's prediction accuracy are computed and stored in the data store along with the raw data, and can then be used to assess the accuracy of subsequent agent responses to queries.
摘要翻译：公开了数据存储（例如，关系数据库，面向对象数据库，非结构化文件系统，存储器内数据结构等）和相关方法，用于预测呼叫中心中的代理响应的准确性。根据说明性实施例，呼叫中心中的代理在其工作日期间的不同时间被提示，以估计他们将为其当前呼叫服务多长时间，并且将估计与所需的实际时间一起存储在数据存储中完成通话。计算每个代理的预测精度的统计数据并将其与原始数据一起存储在数据存储中，然后可用于评估后续代理对查询的响应的准确性。

4. 发明申请

US20100322408A1 Data Store for Assessing Accuracy of Call Center Agent Service Time Estimates 有权
标题翻译：用于评估呼叫中心代理服务时间估计精度的数据存储
公开(公告)号：US20100322408A1
公开(公告)日：2010-12-23
申请号：US12544666
申请日：2009-08-20
申请人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
发明人： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
IPC分类号： H04M3/00
CPC分类号： H04M3/51
摘要： A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the accuracy of agent responses in a call center. In accordance with the illustrative embodiment, agents in a call center are prompted at different times during their workday for estimates of how much longer they will be servicing their current call, and the estimates are stored in the data store along with the actual times required for completion of the call. Statistics for each agent's prediction accuracy are computed and stored in the data store along with the raw data, and can then be used to assess the accuracy of subsequent agent responses to queries.
摘要翻译：公开了数据存储（例如，关系数据库，面向对象数据库，非结构化文件系统，存储器内数据结构等）和相关方法，用于预测呼叫中心中的代理响应的准确性。根据说明性实施例，呼叫中心中的代理在其工作日期间的不同时间被提示，以估计他们将为其当前呼叫服务多长时间，并且将估计与所需的实际时间一起存储在数据存储中完成通话。计算每个代理的预测精度的统计数据并将其与原始数据一起存储在数据存储中，然后可用于评估后续代理对查询的响应的准确性。

5. 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。

6. 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。

7. 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。

8. 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.

9. 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。

10. 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。

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