公开(公告)号：US20140079209A1

公开(公告)日：2014-03-20

申请号：US13622525

申请日：2012-09-19

Applicant: AVAYA INC.

Inventor： Andrew D. Flockhart ,  Robert C. Steiner ,  Joylee Kohler

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M2203/404

Abstract: A contact center is described along with various methods and mechanisms for administering the same. Work assignment methods are disclosed that push notifications to one or more resources about available work item opportunities. The one or more resources can pull the work item from the notification groups to handle the work item. Moreover, the pushed notifications can be added to a traditional work assignment scheme to aid in the answering of work items and/or offer training to a plurality of resources.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 披露了工作分配方法，将通知推送到关于可用工作项机会的一个或多个资源。 一个或多个资源可以从通知组中提取工作项以处理工作项。 此外，推送的通知可以被添加到传统的工作分配方案中，以帮助回答工作项目和/或向多个资源提供培训。

公开(公告)号：US20160360040A1

公开(公告)日：2016-12-08

申请号：US15243624

申请日：2016-08-22

Applicant: Avaya Inc.

Inventor： Andrew D. Flockhart ,  Robert C. Steiner

IPC: H04M3/523

CPC classification number: H04M3/5235 ,  G06Q10/06 ,  H04M3/5232 ,  H04M2201/18

Abstract: A queueless contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.

Abstract translation: 描述了一个无责任的联络中心以及用于管理它的各种方法和机制。 本文提出的联络中心提供了除其他外，实现真正的一对一匹配的能力。 还提供了解决方案，用于管理无责任联络中心使用的数据结构。 此外，提出了用于为无状态联络中心生成传统的基于队列的性能视图和度量的机制，以帮助促进从传统的基于队列的联络中心到本文所述的下一代联络中心的平滑过渡。

公开(公告)号：US08953775B2

公开(公告)日：2015-02-10

申请号：US13623267

申请日：2012-09-20

Applicant: Avaya Inc.

Inventor： Andrew D. Flockhart ,  Robert C. Steiner ,  Joylee Kohler

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/523 ,  H04M2203/401 ,  H04M2203/402

Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, simultaneously execute two different work assignment algorithms on the same work flow either in real-time as the work flow is received or in a simulation environment. The differences in the way that each work assignment algorithm handles the same work flow are compared and contrasted to help describe the differences in the work assignment algorithms.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了能够在接收到工作流程或在模拟环境中实时地同时执行相同工作流程上的两个不同工作分配算法的能力。 对每个工作分配算法处理相同工作流程的方式的差异进行了比较和对比，以帮助描述工作分配算法的差异。