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公开(公告)号：US09031205B2
公开(公告)日：2015-05-12
申请号：US14025674
申请日：2013-09-12
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
CPC classification number: H04M3/5175 , H04M3/18
Abstract: An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work.
Abstract translation: 识别代理人不可接受的背景噪音的自动环境环境检测和锁定系统以及需要代理人和/或主管在工作分配之前对检测到的噪声问题采取纠正措施的方法有助于有效和有效的环境，适合代理处理联络中心 工作。
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公开(公告)号：US10362167B2
公开(公告)日：2019-07-23
申请号：US13922346
申请日：2013-06-20
Applicant: Avaya, Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
Abstract: Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors.
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公开(公告)号：US10805461B2
公开(公告)日：2020-10-13
申请号：US13840773
申请日：2013-03-15
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
Abstract: The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying a threshold, where the threshold is related to the variable; monitoring the variable; and adjusting the threshold in relation to a change in the variable.
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公开(公告)号：US09854095B2
公开(公告)日：2017-12-26
申请号：US13840613
申请日：2013-03-15
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds , Katherine A. Sobus
CPC classification number: H04M3/5175 , H04M2203/401 , H04M2203/556 , H04M2242/30
Abstract: The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further directed to systems that include a source related to a contact center, and a processor configured to: obtain a location data of the source; derive at least one performance measure; correlate the location data and the at least one performance measure to obtain a correlation; and analyze the correlation to obtain an analysis report.
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Patent Agency Ranking
公开(公告)号：US20140376711A1
公开(公告)日：2014-12-25
申请号：US13926879
申请日：2013-06-25
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M3/20 , H04M3/2281 , H04M3/42221 , H04M2201/42
Abstract: A mobile service observing integration system efficiently utilizes multi-functional smart devices providing operating system support for native applications and application programming interface support for third-party applications, allowing seamless mobile communication between a contact center and its agents and supervisors.
Abstract translation: 移动服务观察集成系统有效地利用多功能智能设备，为本地应用提供操作系统支持，并为第三方应用提供应用程序接口支持，允许联络中心与其代理商和主管之间的无缝移动通信。
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公开(公告)号：US20140270136A1
公开(公告)日：2014-09-18
申请号：US13840773
申请日：2013-03-15
Applicant: AVAYA INC.
Inventor： Rodney A. Thomson , Brian J. Reynolds
CPC classification number: H04M3/51 , H04M3/5234 , H04M2201/18 , H04M2203/402
Abstract: The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying a threshold, where the threshold is related to the variable; monitoring the variable; and adjusting the threshold in relation to a change in the variable.
Abstract translation: 本公开涉及用于确定自适应阈值的方法，包括指定变量，其中变量包括联络中心的实时状态; 指定阈值，其中阈值与变量相关; 监测变量; 并且相对于变量的变化调整阈值。
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公开(公告)号：US09100482B2
公开(公告)日：2015-08-04
申请号：US13926879
申请日：2013-06-25
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
CPC classification number: H04M3/5175 , H04M3/20 , H04M3/2281 , H04M3/42221 , H04M2201/42
Abstract: A mobile service observing integration system efficiently utilizes multi-functional smart devices providing operating system support for native applications and application programming interface support for third-party applications, allowing seamless mobile communication between a contact center and its agents and supervisors.
Abstract translation: 移动服务观察集成系统有效地利用多功能智能设备，为本地应用提供操作系统支持，并为第三方应用提供应用程序接口支持，允许联络中心与其代理商和主管之间的无缝移动通信。
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公开(公告)号：US20150071415A1
公开(公告)日：2015-03-12
申请号：US14025674
申请日：2013-09-12
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M3/18
Abstract: An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work.
Abstract translation: 识别代理人不可接受的背景噪音的自动环境环境检测和锁定系统以及需要代理人和/或主管在工作分配之前对检测到的噪声问题采取纠正措施的方法有助于有效和有效的环境，适合代理处理联络中心 工作。
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公开(公告)号：US20140379587A1
公开(公告)日：2014-12-25
申请号：US13922346
申请日：2013-06-20
Applicant: Avaya, Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
IPC: G06Q30/00
CPC classification number: H04M3/51 , G06Q10/10 , H04M2203/402
Abstract: Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors.
Abstract translation: 与墙板和移动设备的基于邻近的交互创建了一个交互式和有效的通信模型，有效地利用了联络中心与其代理商和主管之间的空间和通信机会。 该系统提供动态的，基于邻近的位置服务，包括代理的显示和主管的实时消息功能。
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