公开(公告)号：US20170180554A1

公开(公告)日：2017-06-22

申请号：US14976050

申请日：2015-12-21

Applicant: Avaya Inc.

Inventor： Tony McCORMACK ,  David SKIBA ,  John H. YOAKUM

IPC: H04M3/51

Abstract: A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.

公开(公告)号：US20170142128A1

公开(公告)日：2017-05-18

申请号：US14943635

申请日：2015-11-17

Applicant: Avaya Inc.

Inventor： Tony McCORMACK ,  John H. YOAKUM ,  David SKIBA

IPC: H04L29/06

CPC classification number: H04L63/108 ,  G06Q50/01 ,  H04L63/102 ,  H04L63/107

Abstract: A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.

公开(公告)号：US20170024671A1

公开(公告)日：2017-01-26

申请号：US14804986

申请日：2015-07-21

Applicant: Avaya Inc.

Inventor： Tony McCORMACK ,  John H. YOAKUM ,  Joe SMYTH

IPC: G06Q10/06 ,  G08G5/00 ,  G05D1/00

CPC classification number: G06Q10/06315 ,  B64C39/024 ,  B64C2201/12 ,  B64C2201/123 ,  G08G1/205 ,  G08G5/0043 ,  G08G5/0069

Abstract: A device, system, and method determines a prioritized location for an automated vehicle to move. The method performed at a contact center includes performing a transaction between an electronic device and the contact center, the transaction including at least one correspondence. The method includes determining location data corresponding to the electronic device, the location data being a location of the electronic device. The method includes determining prioritized location data based upon the location data and further related data, the further related data being at least one of an analysis of the at least one correspondence, internal information of the contact center, and external information available to the contact center. The method includes transmitting the prioritized location data to an unmanned, automated vehicle (UAV), the UAV configured to automatically move to a predetermined location based upon the prioritized location data.

Abstract translation: 设备，系统和方法确定自动车辆移动的优先位置。 在联络中心执行的方法包括执行电子设备和联络中心之间的交易，该交易包括至少一个对应关系。 该方法包括确定与电子设备相对应的位置数据，位置数据是电子设备的位置。 该方法包括基于位置数据和进一步的相关数据来确定优先位置数据，所述另外的相关数据是至少一个对应的分析，联络中心的内部信息和可用于联络中心的外部信息中的至少一个 。 该方法包括将优先位置数据传输到无人自动车辆（UAV），UAV被配置为基于优先位置数据自动移动到预定位置。

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。