公开(公告)号：US20160295018A1

公开(公告)日：2016-10-06

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

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/58

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.

Abstract translation: 方法和系统自动优化代理时间。 由传送装置执行的方法包括监视由联络中心的代理使用的代理装置与用户使用的用户装置之间的通信会话。 通信会话包括代理产生的第一通信和用户生成的第二通信。 该方法包括确定通信会话将何时从代理设备传送到联络中心的自动化系统。 自动化系统被配置为通过为第二通信产生第三通信来执行通信会话。 该方法包括在确定要传送的通信会话被配置为将通信会话从代理设备自动传送到自动系统时生成控制信号。

公开(公告)号：US20160321597A1

公开(公告)日：2016-11-03

申请号：US14701010

申请日：2015-04-30

Applicant: Avaya Inc.

Inventor： Tony McCORMACK ,  Neil O'CONNOR ,  Paul D'ARCY

IPC: G06Q10/06

CPC classification number: G06Q10/063112

Abstract: A device and method forms a team to be assigned to a requested service. The method as performed by a team service device includes receiving members of a service provider and the requested service, the members being selectable in forming a team. The method includes determining at least one attribute based upon the requested service. The method includes determining candidate teams where each one of the candidate teams includes at least one of the members, the at least one member collectively having the at least one attribute of the requested service. The method includes determining a respective proficiency value associated with each of the candidate teams, the proficiency value being indicative of a proficiency of each of the candidate teams in handling the requested service. The method includes selecting one of the candidate teams to be assigned in handling the requested service which has a highest proficiency value.

Abstract translation: 设备和方法形成一个要分配给所请求的服务的团队。 由团队服务设备执行的方法包括接收服务提供商的成员和所请求的服务，所述成员可以在组成团队时选择。 该方法包括基于所请求的服务确定至少一个属性。 该方法包括确定候选团队，其中每个候选团队包括至少一个成员，所述至少一个成员共同具有所请求服务的至少一个属性。 该方法包括确定与每个候选团队相关的相应熟练度值，熟练度值表示每个候选团队在处理所请求的服务时的能力。 该方法包括选择一个待分配的候选队伍来处理具有最高熟练度值的所请求的服务。

公开(公告)号：US20160321584A1

公开(公告)日：2016-11-03

申请号：US14701086

申请日：2015-04-30

Applicant: Avaya Inc.

Inventor： Tony MCCORMACK ,  Neil O'CONNOR ,  Dawid NOWAK

IPC: G06Q10/06

CPC classification number: G06Q10/06311

Abstract: A device and method performs a team continuity. The method determines a continuation procedure to continue handling a requested service, the requested service handled by a first team including first members, the continuation procedure determined based upon first attributes of the requested service at a first time and second attributes of the requested service at a second time. The method determines a second team including a second member and at least one of the first members, the second member being exclusive of the first members. The method automatically generates continuation data as a function of the continuation procedure, a progress thereof, the first team, and the second team, the continuation data including hand-off data to transition the handling of the service from the first team to the second team. The method transmits the continuation data to the second team.

Abstract translation: 设备和方法执行团队连续性。 该方法确定继续处理所请求的服务的继续过程，由包括第一成员的第一团队处理的所请求的服务，基于第一时间的所请求服务的第一属性确定的继续过程以及所请求服务的第一属性 第二次。 该方法确定包括第二构件和第一构件中的至少一个的第二组，第二构件不包括第一构件。 该方法根据继续过程，其进展，第一个团队和第二个团队自动生成持续数据，继续数据包括将服务从第一个团队转移到第二个团队的切换数据 。 该方法将连续数据发送给第二组。

公开(公告)号：US20160205250A1

公开(公告)日：2016-07-14

申请号：US14592257

申请日：2015-01-08

Applicant: Avaya Inc.

Inventor： Liam LOFTUS ,  Neil O'CONNOR ,  John MCGREEVY ,  Seamus HAYES

IPC: H04M3/51

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.

Abstract translation: 方法和系统自动确定何时查看代理响应。 由监视装置执行的方法包括接收包括由联络中心接收的请求的请求类型的第一数据。 响应于第一数据，该方法包括自动确定与请求类型相对应的规则，指示代理针对请求类型执行的所需步骤的规则。 该方法包括接收对应于代理使用的响应过程的第二数据，以产生对该请求的响应，响应过程包括由该代理执行该请求所执行的步骤。 响应于第二数据，该方法包括自动确定所执行的步骤是否包括在所执行的响应过程的步骤中。 该方法包括当所执行的响应过程的步骤中不存在所需步骤时，将响应转发给管理设备。