Patents by Inventor Vidas Placiakis

Vidas Placiakis has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Patent number: 10348899
    Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
    Type: Grant
    Filed: March 15, 2018
    Date of Patent: July 9, 2019
    Inventors: Yevgeniy Petrovykh, Herbert Willi Artur Ristock, Vidas Placiakis, Alex Petrov
  • Patent number: 10162685
    Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.
    Type: Grant
    Filed: November 20, 2017
    Date of Patent: December 25, 2018
    Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
  • Patent number: 10110747
    Abstract: 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.
    Type: Grant
    Filed: March 27, 2017
    Date of Patent: October 23, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vidas Placiakis, Herbert Ristock, Nikolay Korolev, Merijn te Booij, Vitaliy Teryoshin
  • Patent number: 10037500
    Abstract: A system and method for forecasting shrinkage of employees is provided. According to one embodiment, scheduled shrinkage values are identified from a work schedule and stored in a data file. A command is received by a processor to predict shrinkage of employees for a future forecast period. Selection of the data file is received, and in response, the processor is configured to automatically populate shrinkage fields for the forecast period with the scheduled shrinkage values retrieved from the data file. According to one embodiment, the scheduled shrinkage values are set as the shrinkage values that are forecast for the forecast period. A work schedule of employees is the generated for the forecast period taking into account the forecast shrinkage values. According to one embodiment, the processor may also engage of automatic shrinkage forecasting based on analysis of historic shrinkage data.
    Type: Grant
    Filed: April 26, 2013
    Date of Patent: July 31, 2018
    Inventors: Vidas Placiakis, Vytautas Staraitis, Vytautas Saulis, Gintautas Budvytis, Laura Stevens, Thomas Tritten, II, Michele Fisher
  • Publication number: 20180205827
    Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
    Type: Application
    Filed: March 15, 2018
    Publication date: July 19, 2018
    Inventors: Yevgeniy Petrovykh, Herbert Willi Artur Ristock, Vidas Placiakis, Alex Petrov
  • Patent number: 9998599
    Abstract: A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.
    Type: Grant
    Filed: March 13, 2017
    Date of Patent: June 12, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vadim Dymshyts, Vidas Placiakis, Nikolay I. Korolev, Herbert Willi Artur Ristock
  • Patent number: 9948781
    Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
    Type: Grant
    Filed: September 9, 2016
    Date of Patent: April 17, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Yevgeniy Petrovykh, Herbert Willi Artur Ristock, Vidas Placiakis, Alex Petrov
  • Publication number: 20180074866
    Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.
    Type: Application
    Filed: November 20, 2017
    Publication date: March 15, 2018
    Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
  • Patent number: 9912813
    Abstract: A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.
    Type: Grant
    Filed: November 21, 2013
    Date of Patent: March 6, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Leonid Vymenets, David Beilis, Michael Davies, Aaron Surty, Vyacheslav Zhakov, Vidas Placiakis
  • Publication number: 20180027116
    Abstract: A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.
    Type: Application
    Filed: March 13, 2017
    Publication date: January 25, 2018
    Inventors: Vadim Dymshyts, Vidas Placiakis, Nikolay I. Korolev, Herbert Willi Artur Ristock
  • Patent number: 9823949
    Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.
    Type: Grant
    Filed: June 29, 2015
    Date of Patent: November 21, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
  • Publication number: 20170214798
    Abstract: 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.
    Type: Application
    Filed: March 27, 2017
    Publication date: July 27, 2017
    Inventors: Vidas Placiakis, Herbert Ristock, Nikolay Korolev, Merijn te Booij, Vitaliy Teryoshin
  • Patent number: 9674361
    Abstract: Systems and methods are shown for organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects to an agent based on order of priority or workflow strategy.
    Type: Grant
    Filed: June 29, 2015
    Date of Patent: June 6, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
  • Patent number: 9609131
    Abstract: 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.
    Type: Grant
    Filed: October 5, 2015
    Date of Patent: March 28, 2017
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Vidas Placiakis, Herbert Ristock, Nikolay Korolev, Merijn te Booij, Vitaliy Teryoshin
  • Patent number: 9596350
    Abstract: A contact center has channels for receiving communications requesting interaction with an agent, agent stations providing connection ability to received communications, and a Virtual Interaction (VI) Server connected to the LAN and executing VI software on a processor from a non-transitory medium. The VI Server creates and stores a Virtual Interaction object based on determination of an expected receipt of a future communication, the VI associating a source, an intent, a set of data regarding the source, and an agent station destination, and the created VI is stored and matched with a real incoming communication from the source associated in the VI, and the VI is then instantiated as a live interaction by connecting the source of the incoming call with the agent destination associated in the VI.
    Type: Grant
    Filed: July 21, 2016
    Date of Patent: March 14, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vadim Dymshyts, Vidas Placiakis, Nikolay I. Korolev, Herbert Willi Artur Ristock
  • Publication number: 20160378569
    Abstract: Systems and methods are shown for routing task objects to multiple agents that involve analyzing content of each task object in an input buffer to determine a classification relevant to the content of the task object that is added to task object metadata, which is placed in a second buffer. Objects in the second buffer are analyzed and the classification in the object metadata used to search workforce management data representing agent characteristics to identify agents who match the classification. A routing strategy is applied to the object to select an agent and the object is routed to the agent's workbin. Another aspect involves organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data and presenting remaining objects based on order of priority, or re-arranging objects between workbins based on recent status info.
    Type: Application
    Filed: June 29, 2015
    Publication date: December 29, 2016
    Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
  • Publication number: 20160381223
    Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
    Type: Application
    Filed: September 9, 2016
    Publication date: December 29, 2016
    Inventors: Yevgeniy Petrovykh, Herbert Willi Artur Ristock, Vidas Placiakis, Alex Petrov
  • Publication number: 20160381222
    Abstract: Systems and methods are shown for organizing workbin tasks objects by priority, according to recent system conditions excluding objects that cannot presently be processed based on a workflow strategy or status data, and presenting remaining objects to an agent based on order of priority or workflow strategy.
    Type: Application
    Filed: June 29, 2015
    Publication date: December 29, 2016
    Inventors: Herbert Willi Artur Ristock, Vidas Placiakis, Vitaliy Teryoshin, Nikolay I. Korolev, Yevgeniy Petrovykh, Anand Pai Krishnanand Nitin
  • Patent number: 9444936
    Abstract: An apparatus is provided and includes a processor and a memory, the memory storing instructions that when executed from a non-transitory physical medium by the processor cause the processor to detect when a request for interaction that is configured for a scheduled processing is received or otherwise registered at a service access point associated with a contact center, identify schedule data from the request and add the schedule data along with a request identification and a location identifier to a scheduling and reporting application, consult a contact center interaction routing system in response to determining that the scheduled interaction request is to be processed, and route or cause processing of the interaction request based on the schedule data. According to one embodiment, the schedule data includes a scheduled time and date for processing the request.
    Type: Grant
    Filed: August 16, 2013
    Date of Patent: September 13, 2016
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Yevgeniy Petrovykh, Herbert Willi Artur Ristock, Vidas Placiakis, Alex Petrov
  • Publication number: 20160028893
    Abstract: 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.
    Type: Application
    Filed: October 5, 2015
    Publication date: January 28, 2016
    Inventors: Vidas Placiakis, Herbert Ristock, Nikolay Korolev, Merijn te Booij, Vitaliy Teryoshin