Nikolay I Korolev

US Patent:

8259924, Sep 4, 2012

Filed:

Sep 21, 2009

Appl. No.:

12/563341

Inventors:

Nikolay Korolev - Concord CA, US
Vladimir Mezhibovsky - San Francisco CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

H04M 5/00

US Classification:

37926505, 37926513, 37926602

Abstract:

A communications center system includes unsolicited inbound transaction traffic for routing to agents, one or more channels engaging visitors to the communication center other than interaction with a live agent, a profiling function for gathering information about the visitors to the communications-center, during the time the visitors are engaged in other than interaction with a live agent, a ranking function for ranking the visitors as to desirability for interaction, according to the information gathered, and an invitation function for sending invitations to transact to the visitors according to the ranking. The system monitors agent availability and the unsolicited inbound transaction traffic, and manages the invitation function to balance total traffic with agent availability.

US Patent:

8351594, Jan 8, 2013

Filed:

Feb 8, 2010

Appl. No.:

12/702044

Inventors:

Herbert Ristock - Walnut Creek CA, US
Vladimir Mezhibovsky - San Francisco CA, US
Nikolay Korolev - Concord CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

H04M 3/00

US Classification:

37926502, 37926509, 37926513, 37926602, 379269, 37920102

Abstract:

A call center system has a computerized server executing software (SW) from a machine-readable medium, a data collection function of the SW enabled for collecting data regarding incoming transactions, a data processing function coupled to the data collection engine and enabled for processing the data collected against a set of business rules, the data processing function determining a priority level for individual ones of the incoming transactions, and a distribution function enabled for distributing a priority indication determined by the data processing function to one or more presentation interfaces accessible to agents, at or near the time the associated transaction is engaged by the agent.

US Patent:

20030043832, Mar 6, 2003

Filed:

Sep 9, 2002

Appl. No.:

10/238312

Inventors:

Nikolay Anisimov - Walnut Creek CA, US
Konstatin Kishinsky - San Carlos CA, US
Nikolay Korolev - Walnut Creek CA, US
Gregory Pogossiants - Palo Alto CA, US
Yuri Shtivelman - San Francisco CA, US
Vadim Zyarko - San Francisco CA, US

International Classification:

H04L012/28

US Classification:

370/412000

Abstract:

A system for balancing outbound dialing rate with agent utilization in a telephony call center, minimizing wait time for answered outdialed calls has a call number generating module for generating numbers to be automatically dialed, a dialing unit for dialing numbers generated, a queue for queing answered calls, and a stat module for monitoring performance and generating a call generation rate. The system uses an analytical method in one embodiment for determining the call generation rate, wherein the method uses one or more of distribution function of system processes, numerical methods, solving of non-linear equations, or probability techniques. In another embodiment the system accomplishes the same purpose using a simulation method for determining the call generation rate, wherein parameters relating to a queing system are estimated in absence of sufficient information by simulating each of the system's processes, predicting behavior of the system on basis of previous experience, and finding optimal point in future to make a next call.

US Patent:

20100266115, Oct 21, 2010

Filed:

Apr 21, 2009

Appl. No.:

12/427172

Inventors:

Sergey Fedorov - Moraga CA, US
Nikolay Anisimov - Concord CA, US
Herbert Ristock - Walnut Creek CA, US
Vladimir Mezhibovsky - San Francisco CA, US
Nikolay Korolev - Concord CA, US
Vadim Dymshyts - Pacifica CA, US

International Classification:

H04M 3/00

US Classification:

37926512

Abstract:

A system is provided for routing transactions to individual ones of a group of agents, comprising, a queue wherein transactions to be routed are placed, a transmission facility sending invitations to interact with a transaction from the queue to agents, and a router routing transactions from the queue to individual agents who accept the invitation.

US Patent:

20100266116, Oct 21, 2010

Filed:

Feb 23, 2010

Appl. No.:

12/710544

Inventors:

Aleksandr Stolyar - Basking Ridge NJ, US
Martin Ira Reiman - Maplewood NJ, US
Nikolay Korolev - Concord CA, US
Vladimir Mezhibovsky - San Francisco CA, US
Herbert Ristock - Walnut Creek CA, US

International Classification:

H04M 5/00

US Classification:

37926601

Abstract:

A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.

US Patent:

20100303225, Dec 2, 2010

Filed:

Jun 1, 2009

Appl. No.:

12/475800

Inventors:

Georgiy N. Shashkov - Berkeley CA, US
Oleksiy M. Kolomoyskyy - Moraga CA, US
Stanislav V. Zgardovski - Concord CA, US
Nikolay Korolev - Concord CA, US

International Classification:

H04M 3/00

US Classification:

37926511

Abstract:

A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.

US Patent:

20120197678, Aug 2, 2012

Filed:

Feb 1, 2011

Appl. No.:

13/018880

Inventors:

Herbert Ristock - Walnut Creek CA, US
Nikolay Korolev - Concord CA, US

International Classification:

G06Q 10/00

US Classification:

705 715

Abstract:

A computing appliance includes a processor, an interface to an external network, an interface to a local area network, software executing on a machine-readable medium, wherein the software provides, a function for determining the ratio of busy time compared to idle time affecting a worker during task and multitask performance, a function for assigning a value defining a natural capacity of the worker to process a specific task type without developing a significant backlog, a function for assigning new tasks to the worker performing significantly under a natural capacity value for the type of task or tasks being processed, and a function for withholding one or more tasks from the worker performing near or at the natural capacity with developing backlog.

US Patent:

20120213356, Aug 23, 2012

Filed:

May 1, 2012

Appl. No.:

13/461302

Inventors:

Georgiy N. Shashkov - Berkeley CA, US
Oleksiy M. Kolomoyskyy - Moraga CA, US
Stanislav V. Zgardovski - Concord CA, US
Nikolay Korolev - Concord CA, US

International Classification:

H04M 3/00

US Classification:

3792651

Abstract:

A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.