Patents by Inventor Vitaliy Teryoshin

Vitaliy Teryoshin 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: 11140269
    Abstract: A method for routing interactions arriving at a contact center. The method may include: providing a cost schedule for the interactions that includes a classifier in which categories of interaction types are defined and a cost value corresponding to each of the interaction types; providing a capacity value for agents; and routing the interactions in accordance with a routing process. The routing process may include: receiving the first interaction; pursuant to the classifier, classifying the first interaction as being a first interaction type; determining the cost value of the first interaction as being the cost value corresponding to the first interaction type in the cost schedule; calculating for each of the agents an available capacity; and routing the first interaction to a first agent based on the available capacity of the first agent being sufficient given the cost value.
    Type: Grant
    Filed: February 28, 2020
    Date of Patent: October 5, 2021
    Inventors: Vitaly Y. Barinov, Vitaliy Teryoshin, Yevgeniy Petrovykh, Arnaud Lejeune, Herbert Willi Artur Ristock
  • Publication number: 20200280635
    Abstract: A method for routing interactions arriving at a contact center. The method may include: providing a cost schedule for the interactions that includes a classifier in which categories of interaction types are defined and a cost value corresponding to each of the interaction types; providing a capacity value for agents; and routing the interactions in accordance with a routing process. The routing process may include: receiving the first interaction; pursuant to the classifier, classifying the first interaction as being a first interaction type; determining the cost value of the first interaction as being the cost value corresponding to the first interaction type in the cost schedule; calculating for each of the agents an available capacity; and routing the first interaction to a first agent based on the available capacity of the first agent being sufficient given the cost value.
    Type: Application
    Filed: February 28, 2020
    Publication date: September 3, 2020
    Applicant: Genesys Telecommunications Laboratories, Inc.
    Inventors: Vitaly Y. Barinov, Vitaliy Teryoshin, Yevgeniy Petrovykh, Arnaud Lejeune, Herbert Willi Artur Ristock
  • Patent number: 10708428
    Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
    Type: Grant
    Filed: May 25, 2018
    Date of Patent: July 7, 2020
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Gregory Duclos, Herbert Ristock
  • Patent number: 10291781
    Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
    Type: Grant
    Filed: February 17, 2018
    Date of Patent: May 14, 2019
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Herbert Willi Artur Ristock
  • 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
  • Publication number: 20180278749
    Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
    Type: Application
    Filed: May 25, 2018
    Publication date: September 27, 2018
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Gregory Duclos, Herbert Ristock
  • Publication number: 20180176379
    Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
    Type: Application
    Filed: February 17, 2018
    Publication date: June 21, 2018
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Herbert Willi Artur Ristock
  • Patent number: 9986096
    Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
    Type: Grant
    Filed: August 19, 2016
    Date of Patent: May 29, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Gregory Duclos, Herbert Ristock
  • Publication number: 20180124122
    Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.
    Type: Application
    Filed: December 22, 2017
    Publication date: May 3, 2018
    Inventors: Nikolay Anisimov, Vyacheslav Sayko, Vitaliy Teryoshin
  • 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
  • Publication number: 20180054525
    Abstract: A system includes a router to route a call to agent stations, processor and a memory. The memory stores instructions, which when executed by the processor, causes the processor to identify the call as a callback, identify an available agent station at a same site as the router if the call is a callback, and establish the callback with the available agent station at the same site as the router where the callback is initiated.
    Type: Application
    Filed: August 19, 2016
    Publication date: February 22, 2018
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Gregory Duclos, Herbert Ristock
  • Patent number: 9900435
    Abstract: A method for routing activities in a contact center to contact center agents includes: concurrently selecting, by a processor, N activities, wherein N is an integer greater than 1; concurrently identifying, by the processor, N contact center agents; identifying, by the processor, one or more sets of preferences associated with the N activities and the N contact center agents; matching, by the processor, the N activities and the N contact center agents based on the one or more sets of preferences; and routing, by the processor, one or more of the N activities to the matched contact center agents.
    Type: Grant
    Filed: November 19, 2012
    Date of Patent: February 20, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Vladimir Mezhibovsky, Nikolay Korolev, Vitaliy Teryoshin, Herbert Willi Artur Ristock
  • Patent number: 9854006
    Abstract: An interaction router includes a computerized server executing a routing engine stored on a machine-readable medium, an interface at the server receiving information from an interaction switching element, the information regarding an interaction received at the switching element to be routed, an interface at the server to a wide area network (WAN), a function of the routing engine judging if one or more business-logic determinations are to be made to select a routing destination for the interaction, and a function for controlling the switch to route the interaction. If if one or more business-logic determinations are to be made, the routing engine requests the business-logic determination from a remote server over the WAN, and upon receiving the determination from the remote server, uses the determination in controlling the switching element to route the interaction.
    Type: Grant
    Filed: September 4, 2014
    Date of Patent: December 26, 2017
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Nikolay Anisimov, Vyacheslav Sayko, Vitaliy Teryoshin
  • 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: 9553755
    Abstract: A method is provided for supplementing existing interaction routines in a contact center with added capability including acts for (a) creating at least one rule having at least one rule attribute; (b) creating one or more processes, the processes integral to the rule; (c) defining the at least one rule and integral processes as a strategy; and (d) linking the strategy to the interaction routine, the link serving to cause execution of the strategy during an interaction between an entity and the routine, execution thereof promoting further interaction defined in the strategy.
    Type: Grant
    Filed: March 10, 2011
    Date of Patent: January 24, 2017
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Nikolay Anisimov, Petr Makagon, Herbert Willi Artur Ristock, David Anderson, Colin Michael Leonard, Yi Zhang, Vitaliy Teryoshin
  • 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