公开(公告)号：US10827074B2

公开(公告)日：2020-11-03

申请号：US16169813

申请日：2018-10-24

Applicant: Avaya Inc.

Inventor： Roger I. Krimstock ,  Dwayne W. Ockel ,  Gregory P. Schin ,  Kevin Archer ,  Rusty Nelson

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

Abstract: Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.

公开(公告)号：US20200137232A1

公开(公告)日：2020-04-30

申请号：US16169813

申请日：2018-10-24

Applicant: Avaya Inc.

Inventor： Roger I. Krimstock ,  Dwayne W. Ockel ,  Gregory P. Schin ,  Kevin Archer ,  Rusty Nelson

IPC: H04M3/523 ,  H04M3/51 ,  G06Q10/06

Abstract: Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.

公开(公告)号：US10999440B1

公开(公告)日：2021-05-04

申请号：US16732971

申请日：2020-01-02

Applicant: Avaya Inc.

Inventor： Kevin Archer ,  Dwayne W. Ockel ,  Rusty G. Nelson ,  Roger I. Krimstock ,  Gregory P. Schin

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/493 ,  H04M3/51

Abstract: Dynamically routing and re-evaluating a work item based on actions taken on the work item (e.g., adding context information). The augmented routing system categories a work item into one or more dynamic work categories and identifies active knowledge workers and/or knowledge articles based on the work categories. The work item is displayed in a dynamic knowledge worker view, which allows the knowledge worker to take action on the work item. The actions a knowledge worker may take are based on permissions of the knowledge worker, one of the actions that a knowledge worker may take on a work item is to add context information to the work item. After an action is taken on a work item, the system re-evaluates the work item, which may result in the work item being added/removed from one or more work categories; and added/removed from one or more dynamic customized knowledge worker views.

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。