公开(公告)号：US09680995B2

公开(公告)日：2017-06-13

申请号：US13792666

申请日：2013-03-11

Applicant: Avaya Inc.

Inventor： Patrick Tendick ,  Roger I. Krimstock ,  Matias Potel Feola

IPC: H04M3/00 ,  H04M5/00 ,  G06F15/173 ,  H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/0639 ,  H04M2203/558

Abstract: Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of call data from multiple sources, where the multiple sources comprise a management module source and at least one source not controlled by the management module, and analyzing the set of call data.

公开(公告)号：US20140254786A1

公开(公告)日：2014-09-11

申请号：US13792666

申请日：2013-03-11

Applicant: AVAYA INC.

Inventor： Patrick Tendick ,  Roger I. Krimstock ,  Matias Potel Feola

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  G06Q10/0639 ,  H04M2203/558

Abstract: Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of call data from multiple sources, where the multiple sources comprise a management module source and at least one source not controlled by the management module, and analyzing the set of call data.

Abstract translation: 方面涉及包括从至少两个呼叫中心数据源创建多个状态的方法; 以及组合所述多个状态中的至少两个以获得数据模型，其中所述数据模型包括与所述呼叫中心相关的属性，以及包括从多个源收集一组呼叫数据的方法，其中所述多个源包括管理模块源 以及至少一个不由管理模块控制的源，并分析该组呼叫数据。