公开(公告)号：US20160094411A1

公开(公告)日：2016-03-31

申请号：US14496505

申请日：2014-09-25

Applicant: Avaya Inc.

Inventor： Fergal Brennan ,  Peter Flannery ,  David Saunders

IPC: H04L12/24 ,  H04L12/26

CPC classification number: H04L41/5009 ,  H04L41/046

Abstract: An optimization computer system for optimizing performance of at least one agent in an enterprise is disclosed. The system includes a monitoring module configured to monitor one or more performance parameters of the at least one agent, wherein the at least one agent is managing one or more work requests. The optimization system further includes a computing module configured to compute at least one score for each of the one or more performance parameters and compare the at least one score with one or more predefined thresholds associated with the one or more performance parameters. The optimization system further includes a work management module configured to manage the one or more work requests assigned to the at least one agent based on comparison of the at least one score with the one or more predefined thresholds.

Abstract translation: 公开了一种用于优化企业中至少一个代理的性能的优化计算机系统。 所述系统包括被配置为监视所述至少一个代理的一个或多个性能参数的监视模块，其中所述至少一个代理正在管理一个或多个工作请求。 优化系统还包括计算模块，其被配置为针对所述一个或多个性能参数中的每一个计算至少一个分数，并将所述至少一个分数与与所述一个或多个性能参数相关联的一个或多个预定义阈值进行比较。 所述优化系统还包括工作管理模块，所述工作管理模块被配置为基于所述至少一个分数与所述一个或多个预定阈值的比较来管理分配给所述至少一个代理的所述一个或多个工作请求。