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。