Genesys Cloud Services, Inc.

Other

Vikas Srivastava

Charles D Fico

Stefan Brinton

Chitra Gopalan

Ranjeet Saini

Partha Pratim Roy

An on-premises system for pre-processing data for forecasting according to an embodiment includes at least one processor and at least one memory having a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the on-premises system to receive a request to forecast contact center data using a cloud system, determine a first number of interactions per unit of time for a source interval, determine a second number of units of time in a destination interval, and determine a third number of interactions in the destination interval based on the first number of interactions per unit of time for the source interval and the second number of units of time in the destination interval.

System and method for improvements to pre-processing of data for forecasting

Technologies for managing unresolved customer interactions in a support call management system are disclosed, including receiving a support call from a customer; identifying a customer and a support call type; retrieving historical interaction data associated with the customer; determining subsequent to having determined that historical interaction data associated with the customer includes other support calls, whether the other support calls are related to the received support call based in part on the historical interaction data and the support call type; determining whether to transmit the support call to an agent, an expert, or a supervisor as a function of at least one characteristic of the other support calls; and placing the support call into a support call queue as a function of the determination of whether the support call is to be transmitted to one of the agent, the expert, or the supervisor.

Technologies for managing unresolved customer interactions

Growing community of inventors

Hyderabad Telangana, India

Vikas Srivastava