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公开(公告)号：US11533398B2
公开(公告)日：2022-12-20
申请号：US16546672
申请日：2019-08-21
Applicant: Avaya Inc.
Inventor： Liam Loftus , Neil O'Connor , Tommy Moran , Seamus Hayes , Paul D'Arcy
Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.
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公开(公告)号：US10951760B2
公开(公告)日：2021-03-16
申请号：US16432069
申请日：2019-06-05
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Ronan Fox , Neil O'Connor , Paul D'Arcy , Liam Loftus
Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
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公开(公告)号：US10425534B2
公开(公告)日：2019-09-24
申请号：US14672409
申请日：2015-03-30
Applicant: Avaya Inc.
Inventor： Liam Loftus , Neil O'Connor , Tommy Moran , Seamus Hayes , Paul D'Arcy
Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.
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公开(公告)号：US20160241716A1
公开(公告)日：2016-08-18
申请号：US14621030
申请日：2015-02-12
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Ronan Fox , Paul D'Arcy , Liam Loftus , Tommy Moran
IPC: H04M3/523
CPC classification number: H04M3/5233
Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.
Abstract translation: 系统和方法确定联络中心的团队成员来处理请求。 该方法由地址设备通过从用户设备接收用户请求来执行与用户请求类型相关联的用户请求。 该方法包括基于请求的类型来确定处理请求所需的多个成员类型。 所述方法包括确定所述联络中心的多个代理，所述代理共同具有所述成员类型。 所述方法包括：向与所述代理分别相关联的所述联络中心的多个成员设备发送请求，以在处理所述用户请求时参与与所述用户设备的实时通信。
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5.发明申请公开(公告)号：US20160212264A1
公开(公告)日：2016-07-21
申请号：US14599647
申请日：2015-01-19
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Ronan Fox , Neil O'Connor , Paul D'Arcy , Liam Loftus
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M3/2281 , H04M3/4288 , H04M2201/40
Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
Abstract translation: 公开了一种用于在与企业中的资源相关联的通信会话期间管理一个或多个通信中断的计算系统。 计算系统包括用于监视通信会话的一个或多个参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 系统还包括确定模块，用于基于所存储的一个或多个参数确定资源的至少一个参与分数。 该系统还包括用于基于至少一个确定的参与分数来控制一个或多个通信中断的控制模块。
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Patent Agency Ranking
公开(公告)号：US10462297B2
公开(公告)日：2019-10-29
申请号：US14592257
申请日：2015-01-08
Applicant: Avaya Inc.
Inventor： Liam Loftus , Neil O'Connor , John McGreevy , Seamus Hayes
Abstract: A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.
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公开(公告)号：US20190289130A1
公开(公告)日：2019-09-19
申请号：US16432069
申请日：2019-06-05
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Ronan Fox , Neil O'Connor , Paul D'Arcy , Liam Loftus
IPC: H04M3/51
Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
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公开(公告)号：US09813553B2
公开(公告)日：2017-11-07
申请号：US14919057
申请日：2015-10-21
Applicant: Avaya Inc.
Inventor： Edel Kelly , Liam Loftus , Seamus Hayes , Will Meaney
CPC classification number: H04M3/5141 , H04M3/5233 , H04M3/58 , H04M2201/16 , H04M2201/50
Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.
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公开(公告)号：US10356242B2
公开(公告)日：2019-07-16
申请号：US14599647
申请日：2015-01-19
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Ronan Fox , Neil O'Connor , Paul D'Arcy , Liam Loftus
Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
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公开(公告)号：US09549070B2
公开(公告)日：2017-01-17
申请号：US14621030
申请日：2015-02-12
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Ronan Fox , Paul D'Arcy , Liam Loftus , Tommy Moran
CPC classification number: H04M3/5233
Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.
Abstract translation: 系统和方法确定联络中心的团队成员来处理请求。 该方法由地址设备通过从用户设备接收用户请求来执行与用户请求类型相关联的用户请求。 该方法包括基于请求的类型来确定处理请求所需的多个成员类型。 所述方法包括确定所述联络中心的多个代理，所述代理共同具有所述成员类型。 所述方法包括：向与所述代理分别相关联的所述联络中心的多个成员设备发送请求，以在处理所述用户请求时参与与所述用户设备的实时通信。
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