Patent application number | Description | Published |
20100266115 | Management of Transaction Routing to Enterprise Agents - A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation. | 10-21-2010 |
20100266116 | Pacing in Knowledge Worker Engagement - A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value. | 10-21-2010 |
20110038476 | System and Methods for Scheduling and Optimizing Inbound Call Flow to a Call Center - A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics. | 02-17-2011 |
20110194684 | System for Indicating Priority Levels for Transaction and Task Engagement in a Call Center - A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent. | 08-11-2011 |
20120197678 | Methods and Apparatus for Managing Interaction Processing - A computing appliance includes a processor, an interface to an external network, an interface to a local area network, software executing on a machine-readable medium, wherein the software provides, a function for determining the ratio of busy time compared to idle time affecting a worker during task and multitask performance, a function for assigning a value defining a natural capacity of the worker to process a specific task type without developing a significant backlog, a function for assigning new tasks to the worker performing significantly under a natural capacity value for the type of task or tasks being processed, and a function for withholding one or more tasks from the worker performing near or at the natural capacity with developing backlog. | 08-02-2012 |
20120323997 | Context Aware Interaction - A network-connected server for meeting initiation has software executing on the server from a non-transitory physical medium, the software providing a function allowing a user to schedule a meeting and to configure availability conditions, a function for informing scheduled participants of the scheduled meeting, a function for receiving indications of availability for the scheduled meeting from communication appliances associated with scheduled participants, and a function for connecting the communication appliances to communicate when the configured availability conditions are met. | 12-20-2012 |
20140043136 | SYSTEM AND METHOD FOR COMMUNICATION SPREAD ACROSS MULTIPLE PHYSICAL LAYER CHANNELS - A system and method for controlling particular communication capabilities of an electronic device located within an electronic communication room (ECR) includes spreading a physical layer of a communication protocol across various (e.g. two) physical communication channels in a coordinated manner. Each physical communication channel is invoked to transmit a different portion of the control signals required for ECR admission. The electronic device is allowed particular communication capabilities if all ECR control signals from all involved physical communication channels are brought together at the device. If an expected control signal from one of the physical communication channels is missing, the particular communication capability fails. | 02-13-2014 |
20140301543 | SYSTEM AND METHODS FOR SCHEDULING AND OPTIMIZING INBOUND CALL FLOW TO A CALL CENTER - A method for providing inbound call reservations to a communication center has steps for monitoring service access points into the communication center by reservation software executing from a machine-readable medium, evaluating communicators and potential communicators, and issuing invitations for reserved communication sessions to qualified communicators and potential communicators, the reserved times coordinated according to data pertaining to predicted communication load and resource availability statistics. | 10-09-2014 |
20140334619 | ACTIVITIES ASSIGNMENT OPTIMIZATION FOR MULTI-SKILL CONTACT CENTER - A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels. | 11-13-2014 |
20140337072 | ACTIONABLE WORKFLOW BASED ON INTERACTION ANALYTICS ANALYSIS - A system and method for analyzing interactions between end users and contact center agents, and for generating work items. An interaction analytics server analyzes contact center interactions, continuously or in batches, for characteristics including topics, sentiment, satisfaction, and business outcome, and delivers the results to an intelligent workload distribution server, which generates one or more work items for assignment to suitably skilled agents or stakeholders. | 11-13-2014 |
20140379416 | FEDERATED UPTAKE THROTTLING - In a first enterprise joined in a distributed, federated network of second enterprises, a system is provided for managing data flow between enterprises, the system including a data management server in the first enterprise having access to sets of rules for managing data flow to and from the first enterprise, a first data interface in the first enterprise dedicated to data transfer to a paired second dedicated data interface at a neighboring second enterprise in the federation, wherein the first data interface manages data sent to the second interface and/or data incoming from the second interface according to the sets of rules for managing data flow. | 12-25-2014 |
20150350331 | SYSTEM FOR MANAGING COMMUNICATIONS ACTIVATED BY A TRIGGER EVENT - A system including: a processor; and memory, the memory storing instructions that, when executed by the processor, cause the processor to: receive a request received over a network link, the network link being established between the system and a wearable computing device, the request comprising data corresponding to an event detected by the wearable computing device; and route the request to a resource in accordance with the data of the request. | 12-03-2015 |
20160028893 | ACTIVITIES ASSIGNMENT OPTIMIZATION FOR MULTI-SKILL CONTACT CENTER - A system and method for setting agent cross skill enablement levels in a contact center. In one embodiment, a series of simulations is performed to determine optimum cross skill, enablement levels for various circumstances, e.g., the number of agents, the proficiency of each agent at each of a number of skills,, and the rates of incoming interaction requests requiring each of various skills. A lookup table is created which is subsequently used, during configuration of the contact center prior to operation, or in real time during operation, to adjust agent cross skill enablement levels, | 01-28-2016 |
Patent application number | Description | Published |
20140136267 | SYSTEM FOR DETERMINING PRESENCE OF AND AUTHORIZING A QUORUM TO TRANSACT BUSINESS OVER A NETWORK - A system for determining presence of and authorizing a quorum to transact business over a network includes a first set of machine-readable instructions resident on a digital medium accessible to a computing machine, the instructions causing the machine to monitor a network for active presence of individual ones of communications devices associated with members of an authorized team of individuals from which the quorum may be determined, a second set of machine-readable instructions resident on the medium for causing the computing machine to make a confirmation of the quorum against a set of rules, and to authorize one or more of the individual communications devices making up the quorum to perform one or more tasks based on quorum consensus, and a user configuration, scheduling, and notification application resident on the digital medium for enabling a user to configure, schedule, and notify team members of a pending quorum event. | 05-15-2014 |
20140244473 | SYSTEM AND METHODS FOR MATCHING ELECTRONIC PROPOSALS TO ELECTRONIC REQUESTS - A system for receiving bid requests and bid proposals sent thereto over a data-packet-network (DPN) and for matching the bid proposals to the bid requests includes at least one input/output port for receiving the bid requests and the bid proposals, at least one memory utility for storing the bid requests and bid proposals, and a set of machine readable instructions for enabling matching of the stored bid proposals to the stored bid requests. | 08-28-2014 |
20150332221 | SYSTEM FOR DETERMINING PRESENCE OF AND AUTHORIZING A QUORUM TO TRANSACT BUSINESS OVER A NETWORK - A system for determining presence of and authorizing a quorum to transact business over a network includes a first set of machine-readable instructions resident on a digital medium accessible to a computing machine, the instructions causing the machine to monitor a network for active presence of individual ones of communications devices associated with members of an authorized team of individuals from which the quorum may be determined, a second set of machine-readable instructions resident on the medium for causing the computing machine to make a confirmation of the quorum against a set of rules, and to authorize one or more of the individual communications devices making up the quorum to perform one or more tasks based on quorum consensus, and a user configuration, scheduling, and notification application resident on the digital medium for enabling a user to configure, schedule, and notify team members of a pending quorum event. | 11-19-2015 |
20150365532 | SYSTEM AND METHOD FOR TRANSFEREE CONTROLLED PROTOCOL TRANSFERS - A system and method provide an indication by a calling device of a transfer preference for an interaction with a called device. The called device is enabled or restricted to transfer the interaction based on the transfer preference. The transfer preference is provided by a session initiation protocol or various other call topologies. | 12-17-2015 |
20160028891 | MEDIA CHANNEL MANAGEMENT APPARATUS FOR NETWORK COMMUNICATIONS SESSIONS - A system includes: a computerized appliance having a processor; and software executing on the computerized appliance from a non-transitory physical medium, the software providing: establishment of a communication session over a network between two or more end communications appliances; detection and recording of at least media channel capabilities on individual end communications appliances connected in the session; service of media channel toggle options to end communications appliances; detection of media channel toggle option selections made by users operating the end communications appliances; and implementation of the media channel toggle option or options selected for individual communications sessions. | 01-28-2016 |