Yevgeniy A Petrovykh

US Patent:

7272627, Sep 18, 2007

Filed:

Feb 19, 2002

Appl. No.:

10/079328

Inventors:

Yevgeniy Petrovykh - Walnut Creek CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Dale City CA

International Classification:

G06F 15/16

US Classification:

709201, 709238, 709240, 37926502

Abstract:

A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing electronic messages and documents, at least one communication interface for enabling communication with connected routing, queuing, and automated response systems, and a determination module for determining pre-treatment of received events. In preferred application, incoming network events are parsed according to a rules set and determination of pre-treatment is made for each event according to the rules set. In some embodiments, the system is used in conjunction with one or more virtual, priority-based queuing systems.

US Patent:

7299259, Nov 20, 2007

Filed:

Aug 17, 2001

Appl. No.:

09/932033

Inventors:

Yevgeniy Petrovykh - Walnut Creek CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

G06F 15/16
H04M 3/00

US Classification:

709205, 37926501, 37926502

Abstract:

A routing system is provided for intelligent routing of instant messages between clients connected to a data network and customer service representatives connected to the network. The system comprises at least one instant message server and at least one intermediate server connected to and addressable on the network, the intermediate server capable of routing and accessible to the instant message server. Clients connecting to the instant message server through instant message software assert a connection link advertised by the instant message server to establish bi-directional communication between the client machine and the intermediate server. In preferred application, the intermediate server interacts with the client for identification of client and client software. The client request is then routed to an appropriate customer service representative running compatible software according to enterprise rules establishing an active instant message connection between the client and the selected customer service representative.

US Patent:

7586859, Sep 8, 2009

Filed:

Oct 29, 2007

Appl. No.:

11/927256

Inventors:

Yevgeniy Petrovykh - Walnut Creek CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

H04L 12/28

US Classification:

370270, 37926601, 709226

Abstract:

A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.

US Patent:

7610347, Oct 27, 2009

Filed:

Sep 17, 2007

Appl. No.:

11/856603

Inventors:

Yevgeniy Petrovykh - Walnut Creek CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

G06F 15/16

US Classification:

709206, 709238, 37926502

Abstract:

A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing electronic messages and documents, at least one communication interface for enabling communication with connected routing, queuing, and automated response systems, and a determination module for determining pre-treatment of received events. In preferred application, incoming network events are parsed according to a rules set and determination of pre-treatment is made for each event according to the rules set. In some embodiments, the system is used in conjunction with one or more virtual, priority-based queuing systems.

US Patent:

7730135, Jun 1, 2010

Filed:

Oct 29, 2007

Appl. No.:

11/927353

Inventors:

Yevgeniy Petrovykh - Walnut Creek CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

G06F 15/16
H04M 3/00

US Classification:

709205, 37914215, 37926509, 37926511, 37926512, 37926513, 37926602, 719318, 370352, 370355, 370356, 370389

Abstract:

A routing system is provided for intelligent routing of instant messages between clients connected to a data network and customer service representatives connected to the network. The system comprises at least one instant message server and at least one intermediate server connected to and addressable on the network, the intermediate server capable of routing and accessible to the instant message server. Clients connecting to the instant message server through instant message software assert a connection link advertised by the instant message server to establish bi-directional communication between the client machine and the intermediate server. In preferred application, the intermediate server interacts with the client for identification of client and client software. The client request is then routed to an appropriate customer service representative running compatible software according to enterprise rules establishing an active instant message connection between the client and the selected customer service representative.

US Patent:

7853717, Dec 14, 2010

Filed:

Dec 10, 2008

Appl. No.:

12/331666

Inventors:

Yevgeniy Petrovykh - Walnut Creek CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

G06F 15/16

US Classification:

709240, 37926502

Abstract:

A pre-routing software system for treating incoming network events according to event importance prior to agent-level routing in a communication center network is disclosed. The system includes at least one network interface for receiving incoming events, a parsing engine for parsing electronic messages and documents, at least one communication interface for enabling communication with connected routing, queuing, and automated response systems, and a determination module for determining pre-treatment of received events. In preferred application, incoming network events are parsed according to a rules set and determination of pre-treatment is made for each event according to the rules set. In some embodiments, the system is used in conjunction with one or more virtual, priority-based queuing systems.

US Patent:

7929464, Apr 19, 2011

Filed:

Sep 20, 2004

Appl. No.:

10/945585

Inventors:

Yevgeniy Petrovykh - Walnut Creek CA, US

Assignee:

Genesys Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

H04L 12/28

US Classification:

370270, 37926601

Abstract:

A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.

US Patent:

7929562, Apr 19, 2011

Filed:

May 16, 2003

Appl. No.:

10/440348

Inventors:

Yevgeniy Petrovykh - Walnut Creek CA, US

Assignee:

Genesis Telecommunications Laboratories, Inc. - Daly City CA

International Classification:

H04L 12/54

US Classification:

370429, 370235, 370412, 370413, 370438, 37911205, 37922107, 37926601, 37926603, 37926606

Abstract:

A system for optimizing response time to events or representations thereof waiting in a queue has a first server having access to the queue; a software application running on the first server; and a second server accessible from the first server, the second server containing rules governing the optimization. In a preferred embodiment, the software application at least periodically accesses the queue and parses certain ones of events or tokens in the queue and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned enabling faster treatment of those events resulting in relief from those events to the queue system load.