Genesys Telecommunications Laboratories, Inc.

Other

Michelli Capital Limited Liability Company

Alan Wayne McCord

David H Anderson

Colin Michael Leonard

Joseph Vincent Monza

Brian R Galvin

Donald R Boys

A system for scheduling resources and rules for routing includes a server connected to a network, a scheduling application executable from the server, and at least one programmable software agent for scheduling routing rules. The scheduling application receives statistics about forecast arrival rates for incoming interactions and current resource availability data and schedules resources and routing rules according to the forecast requirements the software agent propagating the portion of scheduling relative to the routing rules.

System for scheduling routing rules in a contact center based on forecasted and actual interaction load and staffing requirements

An object-oriented system for managing multiple media types in a communication center environment has a multimedia queuing system, a processor for processing events in the queue, an interaction server for selecting media type or event types, a resource manager for reporting availability of a resource access point, and a data store for storing client information about media types available to the client and historical information about success of past use of those media types. In a preferred application, the system processes and routes incoming events of known media type to access points defined as systems or agents based in part on media channel availability of the access point, and wherein the system selects a media channel or channels for certain events in queue that are not pre-dedicated as specific media type events but are generated outbound or internal proactive contact events. For proactive contact events, the system automatically selects a media channel for each event based on a combination of set preferences and predictions based on historical channel information relating to success channel connections to that client.

Method and system for providing adaptive and proactive interaction management for multiple types of business interactions occurring in a multimedia communications environment

A system for routing an interaction request based on skill presence reporting has a routing application for determining best routing for the interaction request, a data store for storing and reporting skills data, and an object-oriented interface for presenting skills views including state information of those skills. The system is characterized in that it determines any skills requirements of the interaction request to be routed and discovers which skills of considered routing destinations are available at the time of routing, and routes the interaction according to the available skills discovered and matching the skills requirement, the available skills intrinsic to one or more than one routing destination selected to process the interaction.

Method and system for enabling automated and real-time discovery of skills available to agents and systems in a multimedia communications network

System for scheduling routing rules in a contact center based on forcasted and actual interaction load and staffing requirements

A search service includes a network-connected server, a data repository coupled to the first server, and software resident in the data repository and executing on the first server. The service, through the software, presents an interactive interface to a user, determines, through iterative interaction with the user a purpose for a search, develops search criteria for the search, enters the criteria to one or more standard search engines accessible through the network, and collects results of the search on behalf of the user.

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Dublin, CA, United States of America

Alan Wayne McCord