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

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.

公开(公告)号：US20180352088A1

公开(公告)日：2018-12-06

申请号：US16058284

申请日：2018-08-08

Applicant: Avaya Inc.

Inventor： Paul D'Arcy ,  Neil O'Connor ,  John McGreevy

IPC: H04M3/523 ,  H04M3/51 ,  G06Q30/00 ,  G06Q10/06

CPC classification number: H04M3/5232 ,  G06Q10/063112 ,  G06Q30/016 ,  H04M3/5175 ,  H04M2203/402 ,  Y04S10/54

Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.

公开(公告)号：US09986097B2

公开(公告)日：2018-05-29

申请号：US14533407

申请日：2014-11-05

Applicant: Avaya Inc.

Inventor： Desmond Kirrane ,  Paul D'Arcy ,  Tony McCormack

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M2203/2038

Abstract: An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.

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。

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。

公开(公告)号：US20150365342A1

公开(公告)日：2015-12-17

申请号：US14305079

申请日：2014-06-16

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Paul D'Arcy ,  John French

IPC: H04L12/911 ,  H04L12/26

CPC classification number: H04L47/70 ,  H04L41/0896 ,  H04L41/5051 ,  H04L43/0817

Abstract: A resource allocation system of an enterprise is disclosed for allocating resources for a work request in an enterprise. The resource allocation system includes a monitor module configured to monitor the work request and availability of the resources in the enterprise, wherein the work request is characterized by one or more attributes. The resource allocation system further includes a resource matching module configured to match the attributes of the work request with the resources to determine one or more first type and second type of resources. The resource allocation system further includes an assignment module configured to assign the first type of resources to the work request while the second type of resources are unavailable, and re-assign the second type of resources to the work request when the second type of resources become available.

Abstract translation: 公开了企业的资源分配系统，用于为企业中的工作请求分配资源。 所述资源分配系统包括监视器模块，所述监视器模块被配置为监视所述企业中的所述工作请求和所述资源的可用性，其中所述工作请求由一个或多个属性表征。 资源分配系统还包括资源匹配模块，其被配置为将工作请求的属性与资源匹配以确定一个或多个第一类型和第二类型的资源。 所述资源分配系统还包括分配模块，所述分配模块被配置为在所述第二类型的资源不可用的情况下将所述第一类型的资源分配给所述工作请求，并且当所述第二类型的资源成为时，将所述第二类型的资源重新分配给所述工作请求 可用。

公开(公告)号：US20150350445A1

公开(公告)日：2015-12-03

申请号：US14291028

申请日：2014-05-30

Applicant: Avaya Inc.

Inventor： Peter Flannery ,  Paul D'Arcy ,  Tony McCormack

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232

Abstract: A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.

Abstract translation: 基于与客户及其当前设备相关联的所有媒体能力在初始路由期间选择代理的系统。 该系统包括用于挖掘客户设备上的一个或多个媒体功能的数据挖掘模块。 该系统还包括客户简档模块，用于基于设备上的一个或多个挖掘的媒体能力构建客户简档。 系统还包括映射模块以将客户简档映射到代理简档。 所述系统还包括选择模块，用于基于所述映射为所述客户选择代理。

公开(公告)号：US09167094B2

公开(公告)日：2015-10-20

申请号：US13786804

申请日：2013-03-06

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Paul D'Arcy

IPC: H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2203/2038 ,  H04M2203/403 ,  H04M2242/24

Abstract: An agent assisting system for providing assistance to agents of contact center during calls is provided. The agent assisting system includes a monitoring module configured to monitor parameters of a call coming to the contact center. The agent assisting system further includes a sentiment detector module configured to detect sentiments of a user during the call. The agent assisting system further includes a pattern matching module configured to determine a script for an agent handling the call, based on the parameters of the call and the sentiments of the user during the call, wherein the script providing instructions to the agent to improve handling of the call. The agent assisting system further includes a script publishing module configured to publish the script to the agent handling the call.

Abstract translation: 提供代理协助系统，用于在通话期间向联络中心的代理人提供协助。 代理辅助系统包括监视模块，该监视模块被配置为监视来自联络中心的呼叫的参数。 代理辅助系统还包括一个情绪检测器模块，配置成在呼叫期间检测用户的情绪。 代理辅助系统还包括模式匹配模块，其被配置为基于呼叫的参数和用户在呼叫期间的情绪来确定处理呼叫的代理的脚本，其中脚本向代理提供指令以改善处理 的电话。 代理辅助系统还包括脚本发布模块，其被配置为将脚本发布到处理该呼叫的代理。

公开(公告)号：US20150128145A1

公开(公告)日：2015-05-07

申请号：US14072212

申请日：2013-11-05

Applicant: Avaya Inc.

Inventor： Joseph Smyth ,  Paul D'Arcy ,  Neil O'Connor ,  Dawid Nowak ,  Tony McCormack

IPC: G06F9/48

CPC classification number: G06Q10/0631 ,  G06F1/3206 ,  G06F1/329 ,  G06F9/5094 ,  G06Q30/016 ,  G06Q50/06 ,  Y02D10/22 ,  Y02D10/24

Abstract: A system for automated routing or work requests is provided. Particularly, a system for routing work requests in a distributed computing system to minimize an energy cost associated with operating the system is provided. A resource utilization module configured to receive resource utilization information; the resource utilization information including indications of utilization corresponding to a plurality of computing resources is disclosed. Furthermore, an energy consumption module configured to receive energy consumption information; the energy consumption information including indications of energy consumption corresponding to the plurality of computing resources is disclosed. Additionally, a routing module configured to route a work request to one of the plurality of computing resources based at least in part on the received utilization information and the received energy consumption information to minimize energy costs of the plurality of computing resources is disclosed.

Abstract translation: 提供了一种用于自动路由或工作请求的系统。 特别地，提供了一种用于在分布式计算系统中路由工作请求以最小化与操作系统相关联的能量成本的系统。 资源利用模块，被配置为接收资源利用信息; 公开了包括对应于多个计算资源的利用指示的资源利用信息。 此外，能量消耗模块被配置为接收能量消耗信息; 公开了包括与多个计算资源对应的能量消耗的指示的能量消耗信息。 此外，公开了一种路由模块，其被配置为至少部分地基于所接收的利用信息和所接收的能量消耗信息将工作请求路由到所述多个计算资源之一，以最小化所述多个计算资源的能量成本。

公开(公告)号：US20140254776A1

公开(公告)日：2014-09-11

申请号：US13786841

申请日：2013-03-06

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Paul D'Arcy ,  Dara Geary

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/493 ,  H04M3/5234 ,  H04M2203/556

Abstract: A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.

Abstract translation: 提供了一种用于联络中心的服务级别控制系统。 服务级别控制系统包括用于监视联络中心中的预定操作统计信息（例如呼叫业务）的监视模块。 服务级别控制系统还包括发布模块，用于基于落在预定范围之外的所监视的预定操作统计信息中的至少一个，将预配置的解决方案发布到联络中心中的每个代理。 服务水平控制系统还包括控制模块，用于基于由代理选择的预先配置的解决方案的执行，将所监视的预定操作统计信息中的至少一个自动地引导到预定范围内。