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。

公开(公告)号：US20150103999A1

公开(公告)日：2015-04-16

申请号：US14050648

申请日：2013-10-10

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Joseph Smyth

IPC: H04M3/523 ,  G06Q10/06

CPC classification number: G06Q10/0637

Abstract: System and method to select a contact handling mode in a contact center, the method including: receiving, by a communication interface, a contact from a customer; calculating, by a processor of the contact center, an expected wait time by the customer based upon historical contact information stored in a memory of the contact center; calculating an expected cost of queueing the customer for the expected wait time; and selecting the contact handling mode based upon the expected cost of queueing the customer.

Abstract translation: 用于在联络中心中选择联系人处理模式的系统和方法，所述方法包括：通过通信接口接收来自客户的联系人; 根据存储在联络中心的存储器中的历史联系信息，由联络中心的处理器计算顾客预期的等待时间; 计算预期等待时间排队客户的预期成本; 以及基于排队客户的预期成本来选择联系人处理模式。

公开(公告)号：US10817894B2

公开(公告)日：2020-10-27

申请号：US15239878

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Joseph Smyth ,  John McGreevy ,  Siobhan Dervan ,  Adeel Gilani

IPC: G06Q30/00 ,  G06Q30/02 ,  H04L29/08 ,  H04L29/12 ,  H04L29/06

Abstract: A method for forming and disbanding dynamic temporary groups includes receiving a plurality of contacts at the facility, wherein each contact is associated with a respective user and a respective set of attributes; identifying a first subset of contacts which share a first common attribute; and dynamically forming a temporary group of contacts by determining a second common attribute shared by a second subset of the contacts, wherein the second subset of contacts is a smaller subset of the first subset of contacts. The method also includes identifying a related goods or service, based on the second common attribute, and presenting an offer for the related goods or services to the second subset of contacts and not to member contacts of the first subset that are not member contacts of the second subset of contacts.

公开(公告)号：US20170054768A1

公开(公告)日：2017-02-23

申请号：US15239935

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Joseph Smyth ,  John McGreevy ,  Sean Coyne ,  Siobhan Dervan

IPC: H04L29/06

Abstract: A method of dynamically maintaining conference attributes during a conference includes conducting the conference according to a first set of conference attributes based on a first set of member terminals currently members of the conference and detecting during the conference that conference membership changes from the first set of member terminals to a second set of member terminals participating in the conference. Thus, a second set of conference attributes can be determined based on the second set of member terminals so that the conference can be dynamically changed so as to be conducted according to the second set of conference attributes rather than the first set of conference attributes.

Abstract translation: 一种在会议期间动态地维护会议属性的方法，包括基于当前会议成员的第一组成员终端根据第一组会议属性进行会议，并且在会议期间检测会议成员从第一组成员变化 终端到参加会议的第二组成员终端。 因此，可以基于第二组成员终端来确定第二组会议属性，使得可以动态地改变会议，以便根据第二组会议属性而不是第一组会议属性进行会议。

公开(公告)号：US20170053303A1

公开(公告)日：2017-02-23

申请号：US15239878

申请日：2016-08-18

Applicant: Avaya Inc.

Inventor： Joseph Smyth ,  John McGreevy ,  Siobhan Dervan ,  Adeel Gilani

IPC: G06Q30/02 ,  H04L29/08 ,  H04L29/12 ,  H04L12/24

Abstract: A method for forming and disbanding dynamic temporary groups includes receiving a plurality of contacts at the facility, wherein each contact is associated with a respective user and a respective set of attributes; identifying a first subset of contacts which share a first common attribute; and dynamically forming a temporary group of contacts by determining a second common attribute shared by a second subset of the contacts, wherein the second subset of contacts is a smaller subset of the first subset of contacts. The method also includes identifying a related goods or service, based on the second common attribute, and presenting an offer for the related goods or services to the second subset of contacts and not to member contacts of the first subset that are not member contacts of the second subset of contacts.

Abstract translation: 用于形成和解散动态临时组的方法包括在设施处接收多个联系人，其中每个联系人与相应的用户和相应的一组属性相关联; 识别共享第一公共属性的联系人的第一子集; 以及通过确定由所述联系人的第二子集共享的第二公共属性来动态地形成临时的联系人组，其中所述第二接触子集是所述第一接触子集的较小子集。 该方法还包括基于第二公共属性来识别相关的商品或服务，并且将相关商品或服务的提议呈现给第二接触子集，而不是与不是第一子集的成员联系的成员联系 第二个接触子集。

公开(公告)号：US09407568B2

公开(公告)日：2016-08-02

申请号：US14082880

申请日：2013-11-18

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Joseph Smyth

IPC: G06F15/173 ,  H04L12/911 ,  H04L12/26

CPC classification number: H04L47/70 ,  H04L41/0823 ,  H04L43/0882 ,  H04M3/5234 ,  H04M2203/40

Abstract: A self-configuring dynamic contact center including a plurality of resources, each resource associated with a set of attributes, a plurality of dynamic switches connected to the resources, a dynamic controller connected to the dynamic switches and configured to control the operation of the dynamic switches, and a routing engine connected to the dynamic controller. The routing engine is configured to utilize the dynamic controller and dynamic switches to determine the states of network paths between the dynamic switches, and is further configured to determine which of the resources are suitable to handle a contact based on requirements of the contact and the attributes of the resources, to determine which of the suitable resources is an optimal resource based on the requirements of the contact and the states of the network paths, and to utilize the dynamic controller and the dynamic switches to route the contact to the optimal resource.

Abstract translation: 包括多个资源的自配置动态联络中心，与一组属性相关联的每个资源，连接到资源的多个动态交换机，连接到动态交换机并被配置为控制动态交换机的操作的动态控制器 以及连接到动态控制器的路由引擎。 路由引擎被配置为利用动态控制器和动态交换机来确定动态交换机之间的网络路径的状态，并且还被配置为基于联系人的要求和属性来确定哪个资源适合于处理联系人 的资源，根据联系的要求和网络路径的状态确定哪个合适的资源是最佳资源，并利用动态控制器和动态交换机将联系人路由到最佳资源。

公开(公告)号：US20160150087A1

公开(公告)日：2016-05-26

申请号：US14554143

申请日：2014-11-26

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack ,  Joseph Smyth

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5235

Abstract: System and method to improve self-service operation in a contact center, the method including: determining a characteristic of the new customer contact; determining a characteristic of an existing customer contact; determining a communication delay latency between an assignment engine and a contact center agent; determining a time to assign the new customer contact to the contact center agent, wherein the time to assign is made in a predetermined amount of time in advance of receiving a ready indication from the contact center agent, the predetermined amount of time determined from the communication delay latency.

Abstract translation: 提高联络中心自助服务运作的系统和方法，包括：确定新客户联络人的特征; 确定现有客户联系人的特征; 确定分配引擎和联络中心代理之间的通信延迟等待时间; 确定将新客户联系人分配给联络中心代理的时间，其中在从联络中心代理接收到就绪指示之前，在预定时间量内进行分配的时间，从通信确定的预定时间量 延迟延迟。

公开(公告)号：US09083806B2

公开(公告)日：2015-07-14

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 ,  H04M5/00 ,  H04M3/523

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。