公开(公告)号：US09503680B1

公开(公告)日：2016-11-22

申请号：US14757616

申请日：2015-12-23

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Liam Loftus ,  Paul D'Arcy ,  Paul Kelly ,  Sean Burke

IPC: H04M3/00 ,  H04M5/00 ,  H04N7/14 ,  H04M3/51 ,  H04L29/06 ,  H04M3/523

CPC classification number: H04M3/5231 ,  G06Q30/00 ,  H04L12/1813 ,  H04L12/1822 ,  H04L51/10 ,  H04L65/602 ,  H04L65/608 ,  H04M3/5183 ,  H04M2203/252 ,  H04N7/147 ,  H04N7/152

Abstract: Providing a video session from an agent of a contact center includes initiating by a contact center server an interactive video session to a customer computer, the interactive video session comprising a first video stream transmitted to the customer computer and the first video stream having an image size. The interactive video session also includes inserting an agent video portion within the first video stream, the agent video portion occupying a first part of the image size; providing an agent computer with a script related to a subject of the interactive video session; and inserting an automation within the first video stream; the automation occupying a second part of the image size. Input is received from the customer computer interacting with the automation; and based on the input, the script provided to the agent computer is modified.

Abstract translation: 提供来自联络中心的代理的视频会话包括由联络中心服务器发起与客户计算机的交互式视频会话，该交互式视频会话包括发送到客户计算机的第一视频流和具有图像大小的第一视频流 。 交互式视频会话还包括在第一视频流内插入代理视频部分，代理视频部分占据图像大小的第一部分; 向代理计算机提供与所述交互式视频会话的主题相关的脚本; 以及在所述第一视频流内插入自动化; 自动化占据图像尺寸的第二部分。 从客户计算机接收到与自动化相互作用的输入; 并根据输入，修改提供给代理计算机的脚本。

公开(公告)号：US20150142527A1

公开(公告)日：2015-05-21

申请号：US14082858

申请日：2013-11-18

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Joseph Smyth ,  Paul Kelly

IPC: G06Q10/06

CPC classification number: G06Q10/0639

Abstract: A contact center control loop system including a traffic generator module configured to produce simulated contact center traffic patterns, an aggregated historical data module configured to store and provide historical contact center data, and a contact center emulator configured to receive, as input, data representing the operational status of the contact center, the simulated traffic patterns from the traffic generator, and the historical data from the aggregated historical data module and to generate forecasts of contact center behavior based on such input.

Abstract translation: 一种联络中心控制回路系统，包括被配置为产生模拟的联络中心流量模式的交通发生器模块，被配置为存储和提供历史联络中心数据的聚合历史数据模块，以及联系中心仿真器，其被配置为接收作为输入的表示 联络中心的运行状态，来自流量生成器的模拟流量模式以及来自聚合历史数据模块的历史数据，并根据这些输入生成联络中心行为的预测。