公开(公告)号：US10084919B2

公开(公告)日：2018-09-25

申请号：US15239895

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Siobhan Dervan ,  Sean Coyne ,  Thomas Eustace ,  James Bourke

IPC: H04M3/00 ,  H04M3/523 ,  H04M5/00 ,  H04L12/66

CPC classification number: H04M3/5235 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2203/403 ,  H04M2203/408

Abstract: A method of routing contacts in a contact center includes receiving a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving, receiving an incoming contact to the contact center; and identifying a context of the incoming contact comprising a plurality of contact attributes. Thus, it can be determined that the at least one attribute of the future contact matches at least one of the plurality of contact attributes; and whether the agent of the contact center is available to receive the incoming contact. When the agent of the contact center is available the incoming contact is routed to a first agent device associated with the agent of the contact center.

公开(公告)号：US20170054851A1

公开(公告)日：2017-02-23

申请号：US15239895

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Siobhan Dervan ,  Sean Coyne ,  Thomas Eustace ,  James Bourke

IPC: H04M3/523

CPC classification number: H04M3/5235 ,  H04M3/5233 ,  H04M3/5238 ,  H04M2203/403 ,  H04M2203/408

Abstract: A method of routing contacts in a contact center includes receiving a registration from an agent of the contact center, wherein the registration identifies at least one attribute of a future contact the agent has an interest in receiving, receiving an incoming contact to the contact center; and identifying a context of the incoming contact comprising a plurality of contact attributes. Thus, it can be determined that the at least one attribute of the future contact matches at least one of the plurality of contact attributes; and whether the agent of the contact center is available to receive the incoming contact. When the agent of the contact center is available the incoming contact is routed to a first agent device associated with the agent of the contact center.

Abstract translation: 在联络中心中路由联系人的方法包括从联络中心的代理接收注册，其中注册识别代理人有兴趣接收的未来联系人的至少一个属性，接收到联络中心的传入联系人; 以及识别包括多个联系人属性的传入联系人的上下文。 因此，可以确定未来联系人的至少一个属性与多个联系人属性中的至少一个匹配; 以及联络中心的代理是否可用于接收传入的联系人。 当联络中心的代理可用时，传入联系人被路由到与联络中心的代理相关联的第一代理设备。

公开(公告)号：US20170054852A1

公开(公告)日：2017-02-23

申请号：US15239924

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： John McGreevy ,  Adeel Gilani ,  James Bourke ,  John Reilly

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5235 ,  H04M3/5166 ,  H04M3/5175 ,  H04M3/5183 ,  H04M3/5238 ,  H04M2203/551 ,  H04M2203/555

Abstract: A method of responding to an incoming contact at a contact center includes receiving the incoming contact from a user device associated with a user; determining an attribute related to the user; and identifying historical contact interactions of the contact center that each have a respective attribute matching the attribute related to the user. Thus, based on the identified historical contact interactions, a next action associated with the contact can be predicted in order to provide dynamically modifying, during handling of the incoming contact, a default path for handling the incoming contact based on the predicted next action.

Abstract translation: 在联络中心响应传入联系人的方法包括从与用户相关联的用户设备接收传入联系人; 确定与用户相关的属性; 以及识别每个具有与用户相关的属性匹配的相应属性的联络中心的历史联系人交互。 因此，基于所识别的历史联系人交互，可以预测与联系人相关联的下一个动作，以便在处理传入联系人期间提供基于预测的下一个动作来处理传入联系人的默认路径。

公开(公告)号：US20150195404A1

公开(公告)日：2015-07-09

申请号：US14149182

申请日：2014-01-07

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  James Bourke ,  Sean Corcoran

IPC: H04M3/51 ,  G06F3/0484 ,  G06F3/0486 ,  G06Q10/06 ,  G06Q40/00

CPC classification number: H04M3/5175 ,  G06F3/04847 ,  G06Q10/0637 ,  G06Q10/06375 ,  G06Q10/06393 ,  G06Q10/06398 ,  H04M2203/401 ,  H04M2203/402

Abstract: An optimization system for generating a visual representation of business goals in a contact center is disclosed. The optimization system includes a monitor module configured to monitor current status of the business goals of the contact center. The optimization system further includes a computing module configured to compute values of the business goals and generate the visual representation. The optimization system further includes a drag module configured to enable a user to change value of a business goal from an actual operating value to a desired operating value. The optimization system further includes a display module configured to display modification in values of associated business goals due to the change in the value of the business goal.

Abstract translation: 公开了一种用于在联络中心生成业务目标的视觉表示的优化系统。 优化系统包括一个监视器模块，用于监视联络中心业务目标的当前状态。 优化系统还包括计算模块，其被配置为计算业务目标的值并生成视觉表示。 优化系统还包括拖动模块，其被配置为使得用户能够将业务目标的价值从实际操作值改变为期望的操作值。 优化系统还包括显示模块，其被配置为由于业务目标的价值的变化来显示关联业务目标的值的修改。