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    Systems and methods for analyzing communication sessions
    3.
    发明授权
    Systems and methods for analyzing communication sessions 有权
    用于分析通信会话的系统和方法

    公开(公告)号：US07885813B2

    公开(公告)日：2011-02-08

    申请号：US11540736

    申请日：2006-09-29

    Applicant: Christopher D. Blair ,  Joseph Watson

    Inventor： Christopher D. Blair ,  Joseph Watson

    IPC: G01L15/00

    CPC classification number: G10L21/045

    Abstract: Systems and methods for analyzing communication sessions are provided. A representative method includes: recording the communication session; identifying those portions of the communication session not containing speech of at least one of the agent and the customer; and performing post-recording processing on the recording of the communication session based, at least in part, on whether the portions contain speech of at least one of the agent and the customer.

    Abstract translation: 提供了分析通信会话的系统和方法。 一种代表性的方法包括：记录通信会话; 识别通信会话的不包含代理和客户中的至少一个的语音的那些部分; 并且至少部分地基于所述部分是否包含所述代理和所述客户中的至少一个的语音来对所述通信会话的记录执行后记录处理。

    Systems and methods for scheduling call center agents using quality data and correlation-based discovery
    4.
    发明授权
    Systems and methods for scheduling call center agents using quality data and correlation-based discovery 有权
    使用质量数据和基于关联的发现来调度呼叫中心代理的系统和方法

    公开(公告)号：US07864946B1

    公开(公告)日：2011-01-04

    申请号：US11359731

    申请日：2006-02-22

    Applicant: Jason Fama ,  Michael Robert Bourke ,  Edward Hamilton ,  Jeff Iannone ,  Illah Nourbakhsh ,  Joseph Watson ,  Kevin Hegebarth

    Inventor： Jason Fama ,  Michael Robert Bourke ,  Edward Hamilton ,  Jeff Iannone ,  Illah Nourbakhsh ,  Joseph Watson ,  Kevin Hegebarth

    IPC: H04M3/00

    CPC classification number: H04M3/5175 ,  H04M2203/401 ,  H04M2203/402

    Abstract: Systems and methods for scheduling call center agents are provided. An exemplary system for scheduling call center agents includes an agent computing device that is capable of obtaining quality scores of agents. The quality score is a measurement of quality that the agents provide to a call center. The Agent computing device is capable of transmitting the quality scores of agents over a network. The system further includes a manager computing device that is capable of: receiving the quality scores of agents over the network, receiving a scheduled interval, receiving a quality goal for the scheduled interval, the quality goal being a desired measurement of quality that the agents collectively provide to the call center, determining a quality goal for the scheduled interval based on the received quality scores of agents, and determining a schedule for the agents based on the quality goal, the quality goal score, and the scheduled interval.

    Abstract translation: 提供了调度呼叫中心代理的系统和方法。 用于调度呼叫中心代理的示例性系统包括能够获得代理的质量得分的代理计算设备。 质量得分是代理提供给呼叫中心的质量的度量。 代理计算设备能够通过网络传输代理的质量得分。 该系统还包括管理计算设备，该管理器计算设备能够：通过网络接收代理的质量得分，接收调度的间隔，接收所计划的间隔的质量目标，质量目标是所述代理人共同的质量的期望度量 提供给呼叫中心，基于接收到的代理的质量得分确定调度间隔的质量目标，以及基于质量目标，质量目标得分和调度间隔来确定代理的调度。

    Disc holder for discs having an interior hole, and method for using the disc holder
    5.
    发明申请
    Disc holder for discs having an interior hole, and method for using the disc holder 失效
    具有内孔的盘的盘保持器以及使用盘保持器的方法

    公开(公告)号：US20080035504A1

    公开(公告)日：2008-02-14

    申请号：US11805285

    申请日：2007-05-22

    Applicant: Joseph Watson

    Inventor： Joseph Watson

    IPC: B65D85/57

    CPC classification number: G11B33/0405 ,  G11B33/1493

    Abstract: Apparatus to hold discs and other objects having interior holes are disclosed. An apparatus, in one aspect, may include a base, a top that is dimensioned smaller than a diameter of an interior hole of a data storage disc to allow the top to pass through the hole, sides connecting the top with the base, and a disc support surface of the sides to support the disc if the top is passed through the hole and the disc is rested on the sides. An apparatus, in another aspect, may include a disc holder including an electrically conductive material, and a conductive line coupled at a first end thereof with the electrically conductive material of the disc holder to conduct static electricity away from the conductive material. Methods of using the apparatus to hold the discs and other objects having interior holes are also disclosed.

    Abstract translation: 公开了用于保持盘和其他具有内孔的物体的装置。 在一个方面，一种装置可以包括底座，顶部的尺寸小于数据存储盘的内孔的直径，以允许顶部穿过孔，将顶部连接到基座的侧面，以及 侧面的盘支撑表面，如果顶部穿过孔并且盘搁置在侧面上，则支撑盘。 在另一方面，一种装置可以包括一个包括导电材料的光盘保持器，以及一个在其第一端处与光盘保持器的导电材料耦合的导电线，以将导电材料导电。 还公开了使用该装置来保持盘和其他具有内孔的物体的方法。

    System and method for integrated workforce and analytics
    6.
    发明授权
    System and method for integrated workforce and analytics 有权
    综合劳动力和分析的系统和方法

    公开(公告)号：US08396732B1

    公开(公告)日：2013-03-12

    申请号：US11743300

    申请日：2007-05-02

    Applicant: James Gordon Nies ,  Simon Shvarts ,  Joseph Watson

    Inventor： James Gordon Nies ,  Simon Shvarts ,  Joseph Watson

    IPC: G06Q30/00

    CPC classification number: G06Q10/06 ,  G06Q30/02

    Abstract: Systems and methods of integrating workforce management and contacts analysis are disclosed. An exemplary method comprises receiving content data derived from classification of a plurality of recorded agent contacts. The contact content data is correlated with past time period. The method also comprises identifying at least one pattern in the contact content data. The pattern is based on the contact classifications. The method also comprises receiving historical workload data from a contact router, and generating a workload forecast based on the historical workload data and the identified pattern.

    Abstract translation: 披露了整合劳动力管理和联系人分析的制度和方法。 一种示例性方法包括接收从多个记录的代理联系人的分类导出的内容数据。 联系人内容数据与过去的时间段相关联。 该方法还包括识别联系人内容数据中的至少一个模式。 该模式基于联系人分类。 该方法还包括从联系路由器接收历史工作负载数据，以及基于历史工作负载数据和所识别的模式生成工作负载预测。

    INSERT FOR VEHICLE SEAT HEAD RESTRAINT
    9.
    发明申请
    INSERT FOR VEHICLE SEAT HEAD RESTRAINT 审中-公开
    插入车座座头限位

    公开(公告)号：US20080164730A1

    公开(公告)日：2008-07-10

    申请号：US11620482

    申请日：2007-01-05

    Applicant: Joseph Watson ,  Zbigniew J. Orzelski

    Inventor： Joseph Watson ,  Zbigniew J. Orzelski

    IPC: B60R21/055

    CPC classification number: B60N2/80 ,  B60N2/809 ,  B60N2/897

    Abstract: An insert for a head restraint for a vehicle seat is disclosed with a body formed from a structural material that is sized to be inserted within a foam layer of a head restraint bun. The body is adapted to be mounted to a seat back of the vehicle seat. The body has a contact surface for receiving a head of an occupant, with a central depression for providing an increased contact area to the head of the occupant. In another embodiment, an insert is provided with a body to be inserted within a foam layer of a head restraint bun of a head restraint. The body has a front head contact surface and a forward inclined recess formed in a rear side to receive an armature of a vehicle seat and to prevent disassembly.

    Abstract translation: 公开了一种用于车辆座椅的头枕的插入件，其具有由尺寸适于插入头枕块的泡沫层中的结构材料形成的主体。 车身适于安装在车座的座椅靠背上。 身体具有用于接收乘员头部的接触表面，具有用于向乘员的头部提供增加的接触面积的中央凹陷。 在另一个实施例中，插入件设置有待插入到头枕头枕头的泡沫层内的主体。 主体具有前头接触表面和形成在后侧中的前倾斜凹部，以容纳车辆座椅的电枢并防止拆卸。

    MULTI-PASS SPEECH ANALYTICS
    10.
    发明申请
    MULTI-PASS SPEECH ANALYTICS 审中-公开
    多通话语音分析

    公开(公告)号：US20080082334A1

    公开(公告)日：2008-04-03

    申请号：US11924201

    申请日：2007-10-25

    Applicant: Joseph Watson

    Inventor： Joseph Watson

    IPC: G10L15/00

    CPC classification number: G10L15/32

    Abstract: Included are embodiments for multi-pass analytics. At least one embodiment of a method includes receiving audio data associated with first communications desired to be analyzed for an event, performing a phonetics analytics process on the audio data associated with the first communications to determine second communications associated with the event, and performing a large vocabulary continuous speech recognition (LVCSR) analytics process on audio data associated with the second communications to determine third communications associated with the event.

    Abstract translation: 包括多通道分析的实施例。 方法的至少一个实施例包括接收与期望分析事件的第一通信相关联的音频数据，对与第一通信相关联的音频数据执行语音分析处理以确定与该事件相关联的第二通信，以及执行大 与第二通信相关联的音频数据的词汇连续语音识别（LVCSR）分析过程，以确定与事件相关联的第三通信。

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