Routing To Available Agent Patents (Class 379/265.11)
  • Patent number: 11005996
    Abstract: A contact center network including a contact center unit connected via a communication network to a plurality of agents and to a plurality of IoT devices, wherein each one of the plurality of IoT devices is equipped with sensor devices adapted to measure predetermined IoT measurement data, and at least one actuator device adapted to control the IoT device remotely, wherein the contact center unit is connectable to the sensor devices and the actuator devices via a IoT middleware unit adapted to receive an incident notification, if sensor measurement data matches a predetermined criterion indicating an incident, and wherein the contact center unit includes a routing unit adapted to route a contact based on the incident information comprised in the incident notification to an agent. Further, embodiments relate to a method for establishing a communication session in a contact center network.
    Type: Grant
    Filed: December 20, 2018
    Date of Patent: May 11, 2021
    Assignee: INCONTACT INC.
    Inventors: Anderson Foggiatto, Diego Roberto Vieira Cassiano, Joao Armenio Neto
  • Patent number: 11004444
    Abstract: This patent application is directed to interaction between a voice-controlled device and a language processing system that processes user requests. The requests can be requests for information or they can be requests to control a device, such as “Turn on the bedroom light.” The disclosure includes various embodiments for trying to resolve system errors in a manner that provides an improved customer experience. The improvements described include the capability of the overall system to recognize that an error has occurred while attempting to fulfill a request that was submitted as part of a recognized spoken utterance. Instead of simply doing nothing, or of playing a message to the customer to try again later, the system would now let the user know it was still processing the request while making another attempt at fulfilling the request.
    Type: Grant
    Filed: September 8, 2017
    Date of Patent: May 11, 2021
    Assignee: Amazon Technologies, Inc.
    Inventor: Charles Melvin Johnson, Jr.
  • Patent number: 10977242
    Abstract: Described herein is a computer implemented method. The method comprises receiving a content item record in respect of a content item generated at a collaboration system and processing the received content item record to determine if the content item record includes any designated content. In response to determining that the received content item record includes designated content the method further comprises generating a designated content record in respect of the identified designated content and saving the designated content record to a data store.
    Type: Grant
    Filed: November 29, 2017
    Date of Patent: April 13, 2021
    Assignee: ATLASSIAN PTY LTD.
    Inventors: Sherif Mansour, Julien Michel Hoarau, Sylvain Guillope
  • Patent number: 10965579
    Abstract: A system and method for interactivity testing of text-based customer communications which allows for interactivity testing of different forms of text-based communications with a contact center including two-factor authentication testing, multi-modal communication testing, and load testing.
    Type: Grant
    Filed: July 3, 2019
    Date of Patent: March 30, 2021
    Assignee: Cyara Solutions Pty Ltd
    Inventors: Geoff Willshire, Gavin Sansom
  • Patent number: 10931827
    Abstract: A method for routing customer service requests to call centers includes collecting data associated with customer service experience between a customer and a call center regarding a completed customer call. The collected data is analyzed to determine a quality of customer service for one or more completed calls between the customer and the call center. A nature of an incoming customer call is determined. The incoming customer call is routed to a call center based upon making reference to the analyzed collected data such that the nature of the customer call matches with corresponding one or more favorable attributes of the call center.
    Type: Grant
    Filed: March 19, 2020
    Date of Patent: February 23, 2021
    Assignee: United Services Automobile Association (“USAA”)
    Inventors: Vijay Jayapalan, Gregory Yarbrough, Eric Smith
  • Patent number: 10922306
    Abstract: In an illustrative embodiment, systems and methods for bulk user setup include a bulk user registration interface presented to an end user to supply user information and a custom API handler for translating the user information into individual user setup requests recognizable by a content management system (CMS). The systems and methods may additionally include an integration engine for supplying user setup requests to one or more third-party systems integrated with the CMS within a data analytics ecosystem, such as a content development system. The integration engine may be implemented as a custom web part configured to interface with the custom API handler, the CMS, and one or more third-party systems.
    Type: Grant
    Filed: December 19, 2017
    Date of Patent: February 16, 2021
    Assignee: AON GLOBAL OPERATIONS PLC, SINGAPORE BRANCH
    Inventors: Gabriel Rasdale, Anthony Dunne
  • Patent number: 10902333
    Abstract: A system and method are disclosed for collecting and analyzing data in a cognitive fabric. The system can include a network of intelligent nodes, each node being configured for sharing or receiving data as a function of analytic processing to be performed at the node.
    Type: Grant
    Filed: October 8, 2019
    Date of Patent: January 26, 2021
    Assignee: BOOZ ALLEN HAMILTON INC.
    Inventors: Ki Hyun Lee, John David Pisano, Saurin Pankaj Shah, Andre Tai Nguyen, Yuxun Lei, Christopher Brown, Michael Becker
  • Patent number: 10868914
    Abstract: A system is provided that employs a multi-dimensional presence model to manage routing of interaction requests from customers to available agents over available omni-channels in contact center(s). The multi-dimensional presence model employs multiple model states that define availability and capacity for a given agent or class of agents, including, but not limited to, an availability state of the agent, as well as occupancy, activity, device, and channel states to which a routing engine in the contact center can effectively route requested interactions of a customer with an agent. A capacity manager is also disclosed that can be used to facilitate the configuring of the multi-dimensional presence model for a given agent or class of agents.
    Type: Grant
    Filed: October 31, 2019
    Date of Patent: December 15, 2020
    Assignee: TALKDESK INC.
    Inventors: Doug Leavitt, Mariana Rabagal
  • Patent number: 10868915
    Abstract: A method is presented for linking a requestor to an agent of an entity. The method includes receiving a request to connect to an agent of an entity from a given requestor, retrieving a pool of agents from a data store, and determining a first subset of agents from the pool of agents, where agents in the first subset of agents have highest rating amongst agents in the pool of agents. The method also includes determining a second subset of agents from the pool of agents, where the agents in the second subset of agents have lowest number of assigned customers amongst the agents in the pool of agents. The method also includes identifying an intersection between the first subset and second subset, and assigning a dedicated agent to the given requestor from the intersection. The method also includes establishing a communication link between the given requestor and the dedicated agent.
    Type: Grant
    Filed: November 9, 2017
    Date of Patent: December 15, 2020
    Assignee: CBDA Holdings, LLC
    Inventors: Chris Buehler, Robert Duebelbeis, Brandon M. Brumage
  • Patent number: 10852813
    Abstract: To provide an information processing system, a client terminal, an information processing method, and a recording medium capable of selecting an appropriate agent from among multiple agents according to a user emotion, and providing more comfortable dialogue. An information processing system including: a storage section that holds a plurality of agent programs with different attributes; a communication section that provides an agent service by the agent programs to a client terminal of a user; and a control section that selects, from among the plurality of agent programs, one agent program suited to an emotion of a user who can use the agent service.
    Type: Grant
    Filed: November 22, 2016
    Date of Patent: December 1, 2020
    Assignee: SONY CORPORATION
    Inventor: Atsushi Shionozaki
  • Patent number: 10855578
    Abstract: A network is organized into a plurality of broadcast domains. Each broadcast domain includes a plurality of nodes each configured to cause messages to be sent to two or more other of the nodes within the broadcast domain. The broadcast domains are coupled via bridging connections. Each bridging connection couples at least one of the nodes from a first of the broadcast domains to at least one of the nodes of a second of the broadcast domains. The messages are caused to be sent through the plurality of broadcast domains via a subset of the bridging connections. The subset of the bridging connections is selected non-deterministically via the plurality of broadcast domains.
    Type: Grant
    Filed: June 25, 2019
    Date of Patent: December 1, 2020
    Assignee: Palo Alto Research Center Incorporated
    Inventors: Marc E. Mosko, Alejandro E. Brito, Hamed Soroush, Shantanu Rane
  • Patent number: 10832035
    Abstract: Disclosed techniques relate to identifying subjects in digital images. In various embodiments, digital image(s) that depict a subject in an area may be acquired. Portion(s) of the digital image(s) that depict a face of the subject may be detected as detected face image(s). Features of each of the detected face image(s) may be compared with features of each of a set of subject reference templates associated with a given subject in a subject reference database. Based on the comparing, a subject reference template may be selected from the set of subject reference templates associated with the given subject. Similarity measure(s) may then be determined between a given detected face image of the detected face image(s) and the selected subject reference template. An identity of the subject may be determined based on the similarity measure(s).
    Type: Grant
    Filed: June 21, 2018
    Date of Patent: November 10, 2020
    Assignee: KONINKLIJKE PHILIPS N.V.
    Inventors: Haibo Wang, Xiang Xiang, Kees van Zon
  • Patent number: 10833944
    Abstract: The invention concerns the exchange of parameters between communication devices of a network describing their respective data sessions and the application, at a communication device, of a bandwidth distribution algorithm using the exchange parameters to allocate bandwidth to one or more data sessions in the network.
    Type: Grant
    Filed: February 5, 2016
    Date of Patent: November 10, 2020
    Assignee: INTERDIGITAL VC HOLDINGS, INC.
    Inventors: Mary-Luc Champel, Charline Taibi, Remi Houdaille
  • Patent number: 10834263
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
    Type: Grant
    Filed: May 18, 2020
    Date of Patent: November 10, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 10757051
    Abstract: Performing an operation comprising receiving accessibility data generated by an operating system based on a first message outputted via a graphical user interface (GUI) of a first messaging client of a plurality of messaging clients executing on a device, extracting attributes of the first message from the received accessibility data and based on a first parsing rule, wherein the attributes comprise a text of the message, a sender of the message, and the first messaging client, and outputting for display an indication of the text of the message, the sender, and the first messaging client in a GUI of an integrated messaging application.
    Type: Grant
    Filed: March 5, 2018
    Date of Patent: August 25, 2020
    Assignee: International Business Machines Corporation
    Inventors: Der-Joung Wang, Yi-Lin Tsai, Naomi Wu, Yang Liang
  • Patent number: 10750024
    Abstract: Techniques for behavioral pairing model evaluation in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing model evaluation in a contact center system comprising determining an ordering of a plurality of agents, determining an ordering of a plurality of contact types; analyzing, historical contact-agent outcome data according to the orderings of the pluralities of agents and contact types to construct a pairing model; and determining an expected performance of the contact center system using the pairing model.
    Type: Grant
    Filed: July 9, 2019
    Date of Patent: August 18, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventor: Zia Chishti
  • Patent number: 10681214
    Abstract: Contact centers often seek to provide the most effective agents for a particular communication. A communication may comprise a customer node and an agent node. In addition to selecting the particular agent node based on a skill of the agent or other static information, dynamic information may be received and processed to make a routing decision. For example, one agent may be presently located in a noisy area and a communication may be impeded by routing a call to a node associated with an agent in a noisy environment and a different agent node selected. Other dynamic inputs may include determining an agent's proximity to a resource likely required in order to successfully satisfy a purpose of the communication. Additionally, self-learning may be utilized in order to predict when a particular environmental factor is about to change and make routing decisions accordingly.
    Type: Grant
    Filed: December 27, 2018
    Date of Patent: June 9, 2020
    Assignee: Avaya Inc.
    Inventors: Eyal Serero, Gal Netanel, Ronen Bar-Yoav, Roman Nekrashevich, Tamar Barzuza
  • Patent number: 10681612
    Abstract: A call routing system for use with a wireless telephone systems is disclosed. The system, which monitors the subscriber's current physical location, determines the device to which a call should be terminated, and routes the call. The device can be any IP telephone, including a cable television system adapted to IP telephony. The system routes calls without direct subscriber actions, without a second telephone number, regardless of the time of day and day of week. Various options can also apply to a call, determined by subscriber-established preferences, when specified criteria are met, or calls can be limited to/from specified telephone numbers. The system and method uses signaling techniques that will allow routing of the call, along with any authorization or restrictions, to be done remotely from the actual switching of the call. Call events are transmitted to the call routing system while the communications path of the call is held at the switching system awaiting call routing information.
    Type: Grant
    Filed: December 10, 2012
    Date of Patent: June 9, 2020
    Assignee: Counterpath Corporation
    Inventors: Michael T. Wilhoite, Thomas A. Carter
  • Patent number: 10659613
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
    Type: Grant
    Filed: September 3, 2019
    Date of Patent: May 19, 2020
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 10652117
    Abstract: Systems and methods for automation of a customer support sorting process are described. A probability that a call from a potential caller will be received by a call system may be determined based at least in part on historical status information and call history information. The historical status information may indicate one or more past operational states of a service network. The call history information may indicate one or more calls received by the call system, as well as a subject matter of each of the one or more calls. If the determined probability satisfies a threshold, a notification to the potential caller may be transmitted. The notification may inform the potential caller of a current operational state of the service network.
    Type: Grant
    Filed: February 9, 2017
    Date of Patent: May 12, 2020
    Assignee: Comcast Cable Communications, LLC
    Inventors: Bernard Burg, Ranjit Padmanabhan
  • Patent number: 10637990
    Abstract: Systems and methods solve functions relating to load balancing, call routing, and costs in call center networks for specific parameters. Systems and methods can also utilize machine learning to provide specific parameters relating to load balancing, call routing, and costs in call center networks.
    Type: Grant
    Filed: May 24, 2019
    Date of Patent: April 28, 2020
    Assignee: United Services Automobile Association (USAA)
    Inventors: Bipin Chadha, Lambros Petropoulos
  • Patent number: 10616415
    Abstract: Various embodiments of the invention provide methods, systems, and computer program products for routing a communication involving a party in a contact center. Specifically, a treatment is selected for the communication. The selected treatment includes a plurality of range intervals in which each interval includes a value range and has agents assigned to the range interval from a plurality of agents who handle communications placed in the treatment. A communication value is determined for the communication that defines an expected payback from applying the treatment to the communication and a particular range interval is identified based on the communication value being within the value range for the interval. A target agent is then identified from the agents assigned to the particular range interval based on a matchup score for the agent. Here, the matchup score provides a measure of how well the agent is matched to the remote party.
    Type: Grant
    Filed: August 27, 2019
    Date of Patent: April 7, 2020
    Assignee: Noble Systems Corporation
    Inventor: Michael L. Howard
  • Patent number: 10606623
    Abstract: Systems, methods, and other embodiments associated with chargeback systems are described. In one embodiment, a chargeback application includes instructions for reading a data structure that defines at least attributes that identify a resource type and resource items of the resource type, and chargeback rules for calculating a cost for usage of the resource items. The data structure is parsed to identify the attributes and the chargeback rules. Chargeback functions of the chargeback application are configured based on at least in part the identified attributes and the chargeback functions are caused to retrieve metered data related to usage of the resource items in a computing system. The chargeback application translates the retrieved metered data in accordance with the chargeback rules to generate a usage cost for the resource items.
    Type: Grant
    Filed: April 5, 2019
    Date of Patent: March 31, 2020
    Assignee: ORACLE INTERNATIONAL CORPORATION
    Inventors: Hui Ouyang, Srikanth Kurra, Rakesh Nalluri, Narasiman Ramamoorthy
  • Patent number: 10554816
    Abstract: When an incoming call is received from a customer, various aspects may include receiving an indication of availability from several call agents within a computer-telephony integration system and presenting the indications of availability and identification information for each of the call agents on a display. A user control for searching the call agents may also be presented on the display for use by a first call agent to view an indication of availability for a particular call agent. The customer call may then be transferred from the first call agent to the particular call agent in response to the indication of availability identifying the particular call agent as available.
    Type: Grant
    Filed: December 18, 2018
    Date of Patent: February 4, 2020
    Assignee: STATE FARM MUTUAL AUTOMOBILE INSURANCE COMPANY
    Inventors: Aaron C. Kammeyer, Randall J. Kirchner, Christopher L. Ward, Louis A. Littell
  • Patent number: 10554817
    Abstract: Systems for providing a contact center system detect patterns in the behavior of service agent users and customers having a customer service issue. The system records activity data describing interactions of the users with a virtualized contact center and with each other; the activity data is aggregated and then analyzed (e.g., using a machine learning engine) to measure one or more metrics that define a behavior pattern. The analysis identifies an intent expressed by customers having a common issue, and further identifies attributes of the intent as well as the actions taken by the service agents in response to the intent. The system uses the analysis to generate a workflow of potential interactions that resolve the issue. The system automates the workflow by generating and deploying a computerized service agent configured to interact with customers of a contact center and execute the workflow.
    Type: Grant
    Filed: December 12, 2018
    Date of Patent: February 4, 2020
    Assignee: AMAZON TECHNOLOGIES, INC.
    Inventors: Joseph Sullivan, Pasquale DeMaio, Kevan Mah, Juliana Saussy, Naji Shaheimi Shafi
  • Patent number: 10497003
    Abstract: A method for managing customer interactions includes: receiving first proximity information relating to a proximity between an electronic communication device carried by a customer and a first proximity device located in a first location of a physical establishment associated with a customer contact center; creating an interaction object including data corresponding to the first proximity information; receiving, by the processor, second proximity information relating to a proximity between the electronic communication device and a second proximity device located in a second location; modifying the interaction object to include data corresponding to the second proximity information; storing the interaction object in a first data storage device, wherein data of contact center interactions between the customer and resources of the customer contact center is also stored; and retrieving the stored data of the interaction object and the data of contact center interactions for generating an output based on the retri
    Type: Grant
    Filed: June 21, 2018
    Date of Patent: December 3, 2019
    Inventors: Juergen Tolksdorf, Christopher Connolly, Charlotte Toerck, Merijn te Booij, Herbert Willi Artur Ristock, Robert Kassel, John Keyes
  • Patent number: 10453082
    Abstract: Systems and methods for an accredited advisor management are provided. First information enabling unique identification of a first advisor may be processed. The first advisor may be matched to a first category of advising services. Input from the first advisor may be processed based at least in part on the first category. Data sources corresponding to accrediting authorities may be selected. Credential information that came electronically from the data sources may be processed. A first set of advisor information may be consolidated at least partially based on the input and on the credential information. A second set of advisor information may be prepared for exposure to advisees. At least part of the second set of advisor information may be transmitted to an end-user communication device.
    Type: Grant
    Filed: September 1, 2017
    Date of Patent: October 22, 2019
    Assignee: YP LLC
    Inventor: Mehul Jain
  • Patent number: 10419614
    Abstract: A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.
    Type: Grant
    Filed: January 8, 2018
    Date of Patent: September 17, 2019
    Inventors: Hardik Modi, Nikolay Korolev, Herbert Willi Artur Ristock, Conor McGann, Jeffery Karas, Graeme Provan
  • Patent number: 10404861
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
    Type: Grant
    Filed: March 25, 2019
    Date of Patent: September 3, 2019
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 10353915
    Abstract: Updates to landing pages of users in an online social network are fed from external sources so that content maintained by any one user can be consolidated in a single location regardless of where the changes are made to the content. When an update event occurs, users of the online social network are notified according to various criteria that they have set. With this feature, users can browse through content of other users efficiently.
    Type: Grant
    Filed: December 6, 2011
    Date of Patent: July 16, 2019
    Assignee: Facebook, Inc.
    Inventors: William K. Tiu, Jr., Kent Lindstrom, Ross Ainsley MacKinnon
  • Patent number: 10354549
    Abstract: Disclosed embodiments illustrate methods and systems implementable on a computing device for training a crowdworker on one or more skill sets. The crowdworker attempts a first set of tasks. The method includes determining an expertise gap between a current level of expertise possessed by the crowdworker in the one or more skill sets and a required level of expertise in the one or more skill sets. Further, the method includes determining a number of training tasks that the crowdworker has to complete to achieve the required level of expertise in the one or more skill sets. At least one training task pertaining to the one or more skill sets is assigned along with the first set of tasks such that the crowdworker gets trained on the one or more skill sets in a predetermined period without violating a service level agreement associated with the first set of tasks.
    Type: Grant
    Filed: October 21, 2016
    Date of Patent: July 16, 2019
    Assignee: Conduent Business Services, LLC
    Inventors: Koustuv Dasgupta, Laura E Celis
  • Patent number: 10306068
    Abstract: Systems and methods solve functions relating to load balancing, call routing, and costs in call center networks for specific parameters. Systems and methods can also utilize machine learning to provide specific parameters relating to load balancing, call routing, and costs in call center networks.
    Type: Grant
    Filed: July 6, 2017
    Date of Patent: May 28, 2019
    Assignee: United Services Automobile Association (USAA)
    Inventors: Bipin Chadha, Lambros Petropoulos
  • Patent number: 10298764
    Abstract: A method and apparatus of processing caller experiences is disclosed. One example method may include determining a call event type occurring during a call and assigning a weight to the call event type via a processing device. The method may also include calculating a caller experience metric value representing a caller's current call status responsive to determining the at least one call event type, the caller experience metric being a function of the current event type weight and a discounting variable that discounts a value of past events. The method may also provide comparing the caller experience metric to a predefined threshold value and determining whether to perform at least one of transferring the call to a live agent and switching from a current caller modality to a different caller modality.
    Type: Grant
    Filed: January 2, 2018
    Date of Patent: May 21, 2019
    Assignee: OPEN INVENTION NETWORK LLC
    Inventors: Silke Witt-ehsani, Aaron Scott Fisher
  • Patent number: 10298763
    Abstract: Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for techniques for benchmarking pairing strategies in a contact center system comprising: cycling, by at least one processor, among at least two pairing strategies; and determining, by the at least one processor, a difference in performance between the at least two pairing strategies.
    Type: Grant
    Filed: November 17, 2017
    Date of Patent: May 21, 2019
    Assignee: Afiniti Europe Technolgies Limited
    Inventor: Zia Chishti
  • Patent number: 10296361
    Abstract: Systems, methods, and other embodiments associated with chargeback systems are described. In one embodiment, a chargeback application includes instructions for reading a data structure that defines at least attributes that identify a resource type and resource items of the resource type, and chargeback rules for calculating a cost for usage of the resource items. The data structure is parsed to identify the attributes and the chargeback rules. Chargeback functions of the chargeback application are configured based on at least in part the identified attributes and the chargeback functions are caused to retrieve metered data related to usage of the resource items in a computing system. The chargeback application translates the retrieved metered data in accordance with the chargeback rules to generate a usage cost for the resource items.
    Type: Grant
    Filed: May 30, 2014
    Date of Patent: May 21, 2019
    Assignee: ORACLE INTERNATIONAL CORPORATION
    Inventors: Hui Ouyang, Srikanth Kurra, Rakesh Nalluri, Narasiman Ramamoorthy
  • Patent number: 10262327
    Abstract: Customer Relationship Management software is integrated with a screen sharing capabilities to enable information about screen sharing sessions to be populated into records associated with the customer relationship management software. Sessions may be started from within the CRM software or may be started independently and information associated with the session may be captured and used to update the CRM records. Once the session has ended, information about who was invited to the session, who attended the session, and how long the session lasted is populated into the CRM record. Sessions may be scheduled in advance or implemented directly in real time. Managers may receive notice of the sessions by electing to follow sessions created by particular sales representatives, particular records, or other data objects. Dashboards may be used to summarize sessions to provide indications of how sessions are being used by sales professionals in connection with interaction with customers.
    Type: Grant
    Filed: September 23, 2012
    Date of Patent: April 16, 2019
    Assignee: Glance Networks, Inc.
    Inventors: Ed Hardebeck, Richard L. Baker
  • Patent number: 10235809
    Abstract: In various embodiments, computerized methods and systems for virtualizing electronic devices for utilization in virtual environments are provided. An electronic device located within the vicinity is detected and identified. A virtual object that corresponds to the identified electronic device is obtained for rendering within an immersive virtual environment. The virtual object can include an interactive portion that, when rendered, can provide an interactive virtual experience with what appears to be a virtualized instance of the identified electronic device. The interactive portion of the virtual object is bound to a corresponding interactive portion of the identified electronic device, so that interaction data is properly communicated and interpreted therebetween.
    Type: Grant
    Filed: June 30, 2016
    Date of Patent: March 19, 2019
    Assignee: MICROSOFT TECHNOLOGY LICENSING, LLC
    Inventor: Patrick W. J. Evans
  • Patent number: 10236076
    Abstract: Methods and apparatus for predictable protocol aware testing on a memory interface are are shown. An apparatus to support a protocol aware testing on a memory interface may include a digital controller to receive a plurality of read request commands from a unit under test. The digital controller further to hold the plurality of read request commands while a hold signal has a first value, and to sequentially release individual read request commands of the plurality of read request commands while to the hold signal has a second value. The digital controller further to provide input/output (I/O) commands to an output based on a particular released read request command of the plurality of read request commands. Timing of provision of the I/O commands is deterministic based on a transition of the hold signal from the first value to the second value.
    Type: Grant
    Filed: September 30, 2016
    Date of Patent: March 19, 2019
    Assignee: Intel Corporation
    Inventors: Wei Ming Lim, Madhu Rao, Alvin Shing Chye Goh, Kim Leong Lee, Terrence Huat Hin Tan, Vui Yong Liew, Yah Chen Chew
  • Patent number: 10225404
    Abstract: A telephone call to a remote party may encounter a number of abnormal conditions, which prevents the call from being offered to the remote party's interface. These conditions may be indicated to the calling party using call progress information conveyed as out-of-band information, in the form of signaling elements and/or as in-band information, in the form of audio information. The audio information may include a special information tone and/or an intercept announcement. The call handler originating the outbound call may provide the audio information to a speech analytics component that analyzes the audio information. The analyzed audio information may be reconciled with the out-of-band information. Various rules can be applied to ascertain how to disposition the call in instances where the in-band and out-of-information are inconsistent. Once reconciled, accurate call disposition information can be recorded in the call record for that call.
    Type: Grant
    Filed: September 6, 2017
    Date of Patent: March 5, 2019
    Assignee: NOBLE SYSTEMS CORPORATION
    Inventors: James K. Noble, Jr., Chad Hitchcock
  • Patent number: 10181319
    Abstract: An apparatus and method apparatus and/or computer software to automate testing of a voice self service platform. In its software embodiment, the present invention comprises software that runs on the windows platform to simulate all the components of an Interactive Voice Recognition Unit (VRU). In addition this embodiment can also be used as a helper unit to test individual components of an interactive voice recognition (IVR).
    Type: Grant
    Filed: February 26, 2014
    Date of Patent: January 15, 2019
    Assignee: West Corporation
    Inventors: Mahendra Varman, Mahmood S. Akhwand
  • Patent number: 10165115
    Abstract: Concepts and technologies for handling and screening incoming calls are provided. A processor executing instructions associated with a call handling service can detect that a call from a calling party is being routed, via a communication interface, to a called party device associated with a customer. The processor can obtain caller identification data that can specify an identity that is generated by the calling party and intended to be representative of the calling party when presented to the customer by the called party device. The processor can determine an interface identifier associated with the communication interface, and retrieve a call authentication scenario based on the interface identifier. The call authentication scenario can specify a storage location of data. The processor can obtain the data from the storage location, determine a call handling action, prepare a call handling command, and provide the call handling command to a network.
    Type: Grant
    Filed: January 25, 2018
    Date of Patent: December 25, 2018
    Assignees: AT&T Intellectual Property I, L.P., AT&T Mobility II LLC
    Inventors: Barrett Kreiner, Robert Shively, Ryan Schaub
  • Patent number: 10158757
    Abstract: A method for automatically generating a grouping of resources of a customer contact center includes: identifying, by a processor, one or more resource groups, each of the resource groups including a plurality of customer contact center resources; predicting, by the processor, for each of the one or more resource groups, a predicted performance metric of the resource group in accordance with the one or more customer contact center resources of the resource group; identifying, by the processor, a particular resource group of the one or more resource groups having a corresponding predicted performance satisfying a threshold performance among the one or more resource groups; and outputting, by the processor, the particular resource group.
    Type: Grant
    Filed: July 29, 2016
    Date of Patent: December 18, 2018
    Inventors: Merijn te Booij, Kentis Gopalla, Herbert Willi Artur Ristock
  • Patent number: 10135986
    Abstract: Techniques for behavioral pairing model evaluation in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing model evaluation in a contact center system and communicatively coupled to the operating system comprising determining, by at least one computer processor configured to operate in the contact center system, contact data; partitioning, by the at least one computer processor, the contact data into a first plurality of types; determining, by the at least one computer processor, a first measure of the quality of the partitioning of the contact data into the first plurality of types; and outputting, by the at least one computer processor, a computer-processor generated behavioral pairing model based on the quality of the partitioning.
    Type: Grant
    Filed: February 21, 2017
    Date of Patent: November 20, 2018
    Assignee: Afiniti International Holdings, Ltd.
    Inventor: Muhammad Haseeb Ahmad
  • Patent number: 10129405
    Abstract: Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.
    Type: Grant
    Filed: February 12, 2018
    Date of Patent: November 13, 2018
    Assignee: Avaya Inc.
    Inventors: Thomas Moran, Gerard Carty
  • Patent number: 10122849
    Abstract: A computer-implemented system and method for retention of call recordings are provided. Calls are received and recorded. The calls are provided to an automatic call distributor and criteria associated with the automatic call distributor are applied to the calls. The recordings of the calls that satisfy the criteria are provided to a database. One or more of the calls remaining are transferred to an IVR. Criteria associated with the IVR are applied to the one or more calls remaining. The recording for at least one of the one or more remaining calls that satisfy the criteria associated with the IVR are provided to the database. Each call still remaining is transferred to an agent. Criteria associated with the agents are applied to the calls still remaining. The recording for at least one of the still remaining calls that satisfies the criteria associated with the agents is provided to the database.
    Type: Grant
    Filed: August 21, 2017
    Date of Patent: November 6, 2018
    Assignee: Intellisist, Inc.
    Inventors: Adam Waalkes, Gilad Odinak, Haodong (Howard) Jiang, Matthew Thorn, Tom McCann
  • Patent number: 10116799
    Abstract: A method for generating an agent work schedule includes: analyzing, on a processor, a plurality of recorded interactions with a plurality of contact center agents to classify the recorded interactions based on a first plurality of interaction reasons and a plurality interaction resolution statuses; analyzing, on the processor, the classified recorded interactions to compute agent effectiveness of an agent of the plurality of agents, wherein the agent effectiveness corresponds to an interaction reason of the first interaction reasons; forecasting, on the processor, a demand of the contact center agents for a first time period for handling interactions classified with the interaction reason; and generating, on the processor, the agent work schedule for the first time period based on the forecasted demand and the computed agent effectiveness.
    Type: Grant
    Filed: June 30, 2014
    Date of Patent: October 30, 2018
    Inventors: Yochai Konig, Herbert Willi Artur Ristock, David Konig
  • Patent number: 10116800
    Abstract: Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.
    Type: Grant
    Filed: March 12, 2018
    Date of Patent: October 30, 2018
    Assignee: Afiniti Europe Technologies Limited
    Inventors: Ittai Kan, Michael Richard Klugerman, Blake Jay Riley
  • Patent number: 10110744
    Abstract: A user of a personal computing device may identify an item of interest displayed in a user interface provided by a network-based service and would like to obtain more information. The user may submit an electronic contact requests to an agent continuity service in communication with one or more service agents in order to obtain more information. The agent continuity service may determine whether the user has communicated with an agent previously and, if so, provide the user with the option to communicate with the agent again, should the user desire.
    Type: Grant
    Filed: December 18, 2015
    Date of Patent: October 23, 2018
    Assignee: Amazon Technologies, Inc.
    Inventor: Donald L. Kaufman
  • Patent number: 10051431
    Abstract: Collection and communication of data are provided on handset attachment procedure, or visitation, to one or more femto cells to provide location information. A mobility component receives actual subscriber and femto access point (AP) attachment signaling and extracts visitation data that facilitates generation of real-time or historical visitation reports. Location information is conveyed through visitation reports which can include mobile device identifier(s), femto AP location, and a timestamp. Visitation reports also can include processed visitation data such as mobility matrices, historical mobility patterns or profiles, and predicted mobility events. Provision of location information occurs without the need for dedicated handset functionality, and associated hardware, or additional battery draw.
    Type: Grant
    Filed: February 28, 2017
    Date of Patent: August 14, 2018
    Assignee: AT&T Mobility II LLC
    Inventor: Arthur Richard Brisebois
  • Patent number: 9979819
    Abstract: Telephone call routing in a hunt group is based upon monitoring computer activities of the members (devices, people) of the hunt group. For example, a hunt group's member activity score may be based upon how many incoming hunt group calls that member handles. This high activity score is then used to control that member's place in the call routing order.
    Type: Grant
    Filed: March 30, 2017
    Date of Patent: May 22, 2018
    Assignee: International Business Machines Corporation
    Inventors: Fernando Salazar, Bhavuk Srivastava