公开(公告)号：US20140156326A1

公开(公告)日：2014-06-05

申请号：US13690115

申请日：2012-11-30

Applicant: AVAYA INC.

Inventor： Paul D'Arcy ,  Neil O'Connor ,  Tony McCormack

IPC: G06Q30/00

CPC classification number: G06Q30/016

Abstract: A contact center includes a plurality of work item queues or repository of pending work and a plurality of agents servicing work items from the plurality of work item queues. The contact center further includes a self service system that is operable to harvest information related to customers from a context store, tailor a self service configuration for a customer based on the harvested information, and provide a self service interaction to the customer based on the tailored self service configuration.

Abstract translation: 联络中心包括多个待处理作业的工作项队列或存储库以及从多个工作项队列中服务工作项的多个代理。 联络中心还包括自助服务系统，其可操作以从上下文商店收集与客户相关的信息，基于所收获的信息为顾客量身定制自助服务配置，并且基于定制的方式向客户提供自助服务交互 自助服务配置

公开(公告)号：US20140095681A1

公开(公告)日：2014-04-03

申请号：US13629898

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Paul D'Arcy ,  Tony McCormack

IPC: G06F15/173

CPC classification number: H04L67/18 ,  G06F9/542 ,  G06Q30/04 ,  H04L67/1091

Abstract: A method of dynamically determining an optimal course of action for a user in an enterprise is provided. The method includes connecting a proxy to a complex event processing (CEP) engine to integrate the CEP engine with a communication framework of the enterprise, dynamically adding a user device into a communication framework of the enterprise based upon a user device location, determining contextual information related to the user from the communication framework of the enterprise, determining real time information related to the contextual information of the user from the communication framework of the enterprise, and determining an optimal course of action for the user based upon the contextual information and the real time information.

Abstract translation: 提供了一种动态地确定企业中用户的最佳行动方案的方法。 该方法包括将代理连接到复杂事件处理（CEP）引擎以将CEP引擎与企业的通信框架集成，基于用户设备位置动态地将用户设备添加到企业的通信框架中，确定上下文信息 从企业的通信框架中与用户相关联，从企业的通信框架确定与用户的上下文信息相关的实时信息，并且基于上下文信息和真实性确定用户的最佳行动方案 时间信息。

公开(公告)号：US20140095268A1

公开(公告)日：2014-04-03

申请号：US13630179

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Paul D'Arcy ,  Tony McCormack

IPC: G06Q10/06

CPC classification number: G06Q10/0639 ,  G06Q10/06393

Abstract: Various embodiments of systems and methods for facilitating decision making in a business operation are described herein. In an embodiment, the method involves receiving a first set of data representing predefined optimal performance factors of the business operation and generating a performance baseline based on an aggregate of the optimal performance factors. Further, the method involves receiving, in real-time, a second set of data representing performance measures initiated by a plurality of entities and predicting a potential business performance based on analyzing a collective impact of the initiated performance measures on a current business performance. In another aspect, the method involves comparing the predicted business performance with the generated performance baseline and providing a recommendation on the initiated performance measures based on the comparison.

Abstract translation: 这里描述了用于促进业务操作中的决策的系统和方法的各种实施例。 在一个实施例中，该方法包括接收表示业务操作的预定义的最佳性能因子的第一组数据，并且基于最佳性能因子的总和生成性能基准。 此外，该方法包括实时地接收表示由多个实体发起的性能测量的第二组数据，并且基于分析所发起的性能测量对当前业务绩效的集体影响来预测潜在业务绩效。 另一方面，该方法包括将所预测的业务绩效与生成的绩效基准进行比较，并且基于比较提供关于所发起的绩效指标的建议。

公开(公告)号：US20140093062A1

公开(公告)日：2014-04-03

申请号：US13630013

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor ,  Sean Burke ,  Joseph Smyth

IPC: H04M3/00

CPC classification number: H04M3/5233 ,  H04M2203/402 ,  H04M2203/558

Abstract: Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.

Abstract translation: 本发明的实施例提供了一种产生技能信息的系统和方法。 该方法包括检索与联络中心的代理相关的信息，其中信息包括文档和信息存储库，知识共享报告，邮件存储库以及客户，主管和同侪反馈。 该信息还可以包括来自外部来源的信息，包括社交网络。 该方法还包括从检索到的信息中确定关键字，以及生成至少一个代理的技能信息。