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公开(公告)号：US09930179B2
公开(公告)日：2018-03-27
申请号：US14290654
申请日：2014-05-29
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
CPC classification number: H04M3/5232 , G06Q30/016 , H04M3/493
Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
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公开(公告)号：US09906647B2
公开(公告)日：2018-02-27
申请号：US14626762
申请日：2015-02-19
Applicant: Avaya Inc.
Inventor： Patrick Tendick , Lorraine Denby , Wen-Hua Ju
CPC classification number: H04M3/5175
Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.
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公开(公告)号：US09894206B2
公开(公告)日：2018-02-13
申请号：US15285160
申请日：2016-10-04
Applicant: AVAYA INC.
Inventor： David Skiba , George W. Erhart , Patrick Tendick , Wen-Hua Ju
IPC: H04M3/51
CPC classification number: H04M3/5175 , G06Q10/063118 , G06Q30/016 , H04M3/42382 , H04M3/5166 , H04M2203/401 , H04M2203/402 , H04M2203/551 , H04M2203/6027
Abstract: Contact centers comprise agents, human and automated, interacting with customers over a network to accomplish an objective for the interaction. While a blunt, factual exchange may appear to be the most expeditious means to accomplish the objective, often this is not the case. Humans often respond better when the interaction comprises a mix of progress (e.g., portions of the interaction directed towards the objective) and banter (e.g., portions of the interaction not directed to the progress). Determining the mix may be provided by analyzing historic interactions and their success. A current interaction may be analyzed and when the mix is outside an acceptable range and an automated agent may be configured to alter the mix accordingly or, when the agent is a human, signal the agent to make the alteration. Success may be continually monitored and the target mix adjusted based on subsequent interactions.
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14.发明授权公开(公告)号：US09569751B2
公开(公告)日：2017-02-14
申请号：US14290650
申请日：2014-05-29
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
CPC classification number: G06Q10/10
Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also included in the graph database is an attribute tree that enables a work assignment engine in the contact center to make proximity-based work assignment decisions.
Abstract translation: 描述了一个图形数据库，用于与联络中心相关联。 图形数据库包括描述联络中心中的操作，实体，人员和属性的多个节点和关系。 图形数据库中还包括一个属性树，它使联络中心的工作分配引擎能够进行基于邻近的工作分配决策。
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公开(公告)号：US20150350432A1
公开(公告)日：2015-12-03
申请号：US14290652
申请日：2014-05-29
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
CPC classification number: G06Q10/06311
Abstract: A mechanism for avoidance of one or more resources for work assignment based on nodes and relationships within an attribute tree of a graph based contact center is described along with various methods and mechanisms for administering the same. Avoidance methods are disclosed that allow an administrator to set up a graph database operable to automatically block work assignment to certain resources based on set rules and conditions. The graph database is additionally designed as a learning system that can adapt and respond to changing rules and conditions over time, including historically successful and unsuccessful interactions, attribute changes for customers and agents, and changes in desired results. Agent matching and customer satisfaction are improved with the avoidance of inappropriate or undesirable resources.
Abstract translation: 描述了基于图形的联系中心的基于节点和关系的用于避免用于工作分配的一个或多个资源的机制，以及用于管理它的各种方法和机制。 公开了避免方法，其允许管理员设置图形数据库，其可操作以基于设置的规则和条件自动阻止对某些资源的工作分配。 图形数据库被额外地设计为可以随时间适应和响应不断变化的规则和条件的学习系统，包括历史上成功和不成功的交互，客户和代理的属性更改以及期望结果的变化。 改善代理匹配和客户满意度，避免不适当或不合需要的资源。
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Patent Agency Ranking
16.发明申请公开(公告)号：US20190279256A1
公开(公告)日：2019-09-12
申请号：US16257655
申请日：2019-01-25
Applicant: Avaya Inc.
Inventor： Michael Sisselman , Oliver Huber , Wen-Hua Ju , Rafael Luis Piva , Andre Aragao
Abstract: A real-time or non-real-time communication from a customer communication endpoint is received. A work item is generated that represents the real-time or non-real-time communication. For example, a real-time voice communication is received and tracked in a contact center as a work item. First data from an external data service provider (DSP) is consumed. For example, the first data is received from an Experian® data service. The first data is natively provided by the external DSP in a first format. For example, the first format may be in Extended Markup Language (XML). The first data is converted into second data in a second format for use in a contact center. The second data in the second format is used to: 1) select a first offer from multiple offers; and 2) route the work item and the first selected offer to a communication element (e.g., an agent communication endpoint).
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公开(公告)号：US20180213087A1
公开(公告)日：2018-07-26
申请号：US15928487
申请日：2018-03-22
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
CPC classification number: H04M3/5232 , G06Q30/016 , H04M3/493
Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
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公开(公告)号：US09609133B2
公开(公告)日：2017-03-28
申请号：US14673515
申请日：2015-03-30
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis , Wen-Hua Ju
CPC classification number: H04M3/5235 , G06Q10/10 , G06Q30/01 , H04M3/42068 , H04M3/5238 , H04M2203/556
Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.
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公开(公告)号：US20160295020A1
公开(公告)日：2016-10-06
申请号：US14673515
申请日：2015-03-30
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis , Wen-Hua Ju
CPC classification number: H04M3/5235 , G06Q10/10 , G06Q30/01 , H04M3/42068 , H04M3/5238 , H04M2203/556
Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.
Abstract translation: 描述由用于路由优化的联络中心通信系统提供的放弃呼叫的预测模型以及用于管理该呼叫的各种方法和机制。 基于多个属性，系统可以计算与放弃和等待相关的概率，风险和成本，同时考虑到呼叫者，呼叫者居住的区域，可用于处理呼叫的代理，呼叫者的时间长度 已经在等待，使呼叫者和呼叫类型放弃的潜在成本以及让呼叫者等待服务的潜在总成本。
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公开(公告)号：US20150350440A1
公开(公告)日：2015-12-03
申请号：US14290654
申请日：2014-05-29
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
CPC classification number: H04M3/5232 , G06Q30/016 , H04M3/493
Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.
Abstract translation: 描述了一个图形数据库，用于与联络中心相关联。 图形数据库包括描述联络中心的操作，实体，人员和属性的多个节点和关系。 还描述了利用图形数据库进行智能和灵活的工作分配决定的工作分配引擎的操作。
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