公开(公告)号：US11068810B2

公开(公告)日：2021-07-20

申请号：US14971592

申请日：2015-12-16

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Jonathan Silverman ,  Cynthia S. Mitchell

IPC: G06Q10/06

Abstract: Matching deployable resources with available tasks based on personal information obtained from wearable devices is disclosed. A processor-based controller receives permission from each of a plurality of deployable resources to receive personal information from the respective deployable resource. The controller next automatically receives personal information from each of the plurality of deployable resources via the wearable devices. The personal information is based on information determined by the respective wearable device while the wearable device is being worn by the respective deployable resource. The controller automatically compares the personal information received from one or more of the deployable resources to a selection criterion associated with a task. Based on the comparing, the controller selects one or more of the deployable resources, and notifies each of the selected deployable resources to request assistance with respect to the task.

公开(公告)号：US20170180371A1

公开(公告)日：2017-06-22

申请号：US14971554

申请日：2015-12-16

Applicant: Avaya Inc.

Inventor： Jonathan Silverman ,  John H. Yoakum

IPC: H04L29/06 ,  H04L29/08

CPC classification number: H04L63/10 ,  H04L63/0861 ,  H04L67/04 ,  H04L67/12 ,  H04L67/22 ,  H04L67/32

Abstract: Authorizing deployable resources based on personal information obtained from wearable devices is disclosed. A processor-based controller automatically receives personal information about a deployable resource via a wearable device configured to be worn by the deployable resource. The personal information is based on information determined by the wearable device while the wearable device is being worn by the deployable resource. The controller automatically compares the personal information of the deployable resource to a criterion associated with a task and automatically determines, based on the comparing, whether the deployable resource is permitted to proceed with the task. If the controller determines that the deployable resource is permitted to proceed with the task, the controller permits the deployable resource to proceed with the task.

公开(公告)号：US20170178051A1

公开(公告)日：2017-06-22

申请号：US14971501

申请日：2015-12-16

Applicant: Avaya Inc.

Inventor： Jonathan Silverman ,  John H. Yoakum

IPC: G06Q10/06 ,  G08B5/22

CPC classification number: G06Q10/063116 ,  G06Q10/06315

Abstract: Selecting deployable resources based on personal information obtained from wearable devices is disclosed. A processor-based controller automatically determines a contact load parameter and a contact load threshold for a contact center. If the contact load parameter for the contact center exceeds the contact load threshold, the controller automatically selects one or more deployable resources from a resource pool by receiving personal information about each of the deployable resources in the resource pool via a respective wearable device configured to be worn by each deployable resource and comparing the personal information based on a selection criterion for each deployable resource. The controller selects one or more deployable resources based on the comparisons. The selected deployable resources are then notified to request their assistance with respect to the contact center.

公开(公告)号：US20170178040A1

公开(公告)日：2017-06-22

申请号：US14971592

申请日：2015-12-16

Applicant: Avaya Inc.

Inventor： John H. Yoakum ,  Jonathan Silverman ,  Cynthia S. Mitchell

IPC: G06Q10/06

CPC classification number: G06Q10/06311

Abstract: Matching deployable resources with available tasks based on personal information obtained from wearable devices is disclosed. A processor-based controller receives permission from each of a plurality of deployable resources to receive personal information from the respective deployable resource. The controller next automatically receives personal information from each of the plurality of deployable resources via the wearable devices. The personal information is based on information determined by the respective wearable device while the wearable device is being worn by the respective deployable resource. The controller automatically compares the personal information received from one or more of the deployable resources to a selection criterion associated with a task. Based on the comparing, the controller selects one or more of the deployable resources, and notifies each of the selected deployable resources to request assistance with respect to the task.