公开(公告)号：US09154626B2

公开(公告)日：2015-10-06

申请号：US13836038

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： Gene Masaru Uba ,  Michael Alan Bland ,  Robert C. Steiner

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/58

CPC classification number: H04M3/5233 ,  H04M3/5175

Abstract: A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.

Abstract translation: 一种微处理器可执行资源监视器，其可操作以确定已经分配了较不熟练和/或合格的资源来服务工作项目或正在服务于工作项目，其中存在更熟练和/或合格的资源，但目前不可用于为 工作项目，监视由较不合格的资源提供给工作项目的服务级别和/或与工作项目相关联的客户的至少一个服务，以及用于服务工作项目的更熟练和/或合格的资源的可用性， 并且响应于监视步骤和在工作项目被服务期间，将工作项目转移到更熟练和/或合格的资源进行维修。

公开(公告)号：US20140270138A1

公开(公告)日：2014-09-18

申请号：US13836038

申请日：2013-03-15

Applicant: AVAYA INC.

Inventor： Gene Masaru Uba ,  Michael Alan Bland ,  Robert C. Steiner

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5233 ,  H04M3/5175

Abstract: A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.

Abstract translation: 一种微处理器可执行资源监视器，其可操作以确定已经分配了较不熟练和/或合格的资源来服务工作项目或正在服务于工作项目，其中存在更熟练和/或合格的资源，但目前不可用于为 工作项目，监视由较不合格的资源提供给工作项目的服务级别和/或与工作项目相关联的客户的至少一个服务，以及用于服务工作项目的更熟练和/或合格的资源的可用性， 并且响应于监视步骤和在工作项目被服务期间，将工作项目转移到更熟练和/或合格的资源进行维修。