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.