公开(公告)号：US09609130B2

公开(公告)日：2017-03-28

申请号：US14023270

申请日：2013-09-10

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Katherine A. Sobus

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06Q10/06

CPC classification number: H04M3/5232 ,  G06Q10/06 ,  G06Q10/0631 ,  G06Q10/107 ,  H04M2201/14 ,  H04M2203/402

Abstract: A transaction is received in a contact center. The transaction can be an email, an incoming call, an outgoing call, a video call, a text message, and/or the like. A best agent is determined to handle the transaction. A time is determined for the best agent to handle the transaction. The time can be based on a projected time that the agent will be able to handle the transaction, based on a callback time or any criteria. A schedule of the best agent is searched. The schedule of the best agent contains a movable event. A movable event can be any event that can be rescheduled, such as a break. When it is determined that the time for the best agent to handle the transaction is during and/or close to the movable event, the movable event is rescheduled to allow the best agent to handle the transaction.

公开(公告)号：US20150350433A1

公开(公告)日：2015-12-03

申请号：US14290659

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: G06Q10/06311 ,  H04M3/5166 ,  H04M7/0012 ,  H04M2201/16

Abstract: A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories.

Abstract translation: 描述了基于图形的联络中心中的属性树的自适应修改机制以及用于管理该属性树的各种方法和机制。 公开了自适应修改方法，其允许图形数据库自动地移除和创建类别，并且阻止具有主动关系的类别的移除。 通过对萎缩类别的评估，合并和删除以及业务上可取的扩展和/或添加类别，改进了员工任务，管理员生产力和客户服务。

公开(公告)号：US09197580B2

公开(公告)日：2015-11-24

申请号：US13929551

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Gene Masaru Uba ,  Robert C. Steiner ,  Tony McCormack

IPC: H04M7/00 ,  H04L12/923 ,  H04L29/08 ,  H04L29/14

CPC classification number: H04L47/762 ,  H04L67/1004 ,  H04L67/1034 ,  H04L69/40

Abstract: Work assignment methods and systems are provided that dynamically redistribute a percent allocation of contacts after an outage at a contact center. In general, a work assignment mechanism, upon receiving information that a contact center is removed from a system of available contact centers, dynamically recalculates a percentage allocation of each available contact center in the system. Subsequently received contacts are distributed among the available contact centers in accordance with the recalculated percentage allocation. When a contact center is returned to the system from an outage, the percentage allocation of contacts can be incrementally increased to the returning contact center.

Abstract translation: 提供了工作分配方法和系统，在联络中心中断之后动态地重新分配联系人的百分比分配。 通常，工作分配机制在接收到从可用联系中心的系统中移除联络中心的信息时，动态地重新计算系统中每个可用联络中心的百分比分配。 随后收到的联络人按照重新计算的百分比分配在可用联络中心之间分配。 当联络中心从中断返回系统时，联系人的百分比分配可以逐步增加到返回联络中心。

公开(公告)号：US20150095081A1

公开(公告)日：2015-04-02

申请号：US14043296

申请日：2013-10-01

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: G06Q10/06

Abstract: A contact center is provided with the ability to easily modify, change, append, delete, or create new strategies. Contact center strategies are provided with the ability to be stacked on one another, thereby creating a combination strategy. The combination strategy may hierarchically represent and perform the individual strategies that constitute the combination strategy. Moreover, individual strategies can be removed, added, or replaced with other individual strategies, thereby providing a simple and efficient way for changing the behavior of the combination strategy.

Abstract translation: 联络中心具有轻松修改，更改，追加，删除或创建新策略的功能。 联络中心策略具有彼此堆叠的能力​​，从而创建组合策略。 组合策略可以分级地表示和执行构成组合策略的各个策略。 此外，可以删除，添加或替换其他个人策略的个人策略，从而为改变组合策略的行为提供一种简单有效的方式。

公开(公告)号：US08953773B2

公开(公告)日：2015-02-10

申请号：US13622550

申请日：2012-09-19

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: H04M3/00

CPC classification number: H04M3/5166

Abstract: A contact center is described along with various methods and mechanisms for administering the same. In general, methods and mechanisms are disclosed that are configured to provide interactive voice response (IVR) functionality as one or more distributed resources capable of being assigned work items via a work assignment engine. Assigning work items may be performed via the work assignment engine running an IVR script. This IVR script may be configured to determine information associated with a work item such that an efficient work assignment can be made. In some cases, business rules and the information associated with the work item can affect the work assignment.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 通常，公开了被配置为提供交互式语音响应（IVR）功能作为能够经由工作分配引擎分配工作项的一个或多个分布式资源的方法和机制。 分配工作项目可以通过运行IVR脚本的工作分配引擎执行。 该IVR脚本可以被配置为确定与工作项相关联的信息，使得可以进行有效的工作分配。 在某些情况下，业务规则和与工作项相关联的信息可能会影响工作分配。

公开(公告)号：US20150006947A1

公开(公告)日：2015-01-01

申请号：US13929551

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Gene Masaru Uba ,  Robert C. Steiner ,  Tony McCormack

IPC: H04L12/24 ,  H04L12/923

CPC classification number: H04L47/762 ,  H04L67/1004 ,  H04L67/1034 ,  H04L69/40

Abstract: Work assignment methods and systems are provided that dynamically redistribute a percent allocation of contacts after an outage at a contact center. In general, a work assignment mechanism, upon receiving information that a contact center is removed from a system of available contact centers, dynamically recalculates a percentage allocation of each available contact center in the system. Subsequently received contacts are distributed among the available contact centers in accordance with the recalculated percentage allocation. When a contact center is returned to the system from an outage, the percentage allocation of contacts can be incrementally increased to the returning contact center.

Abstract translation: 提供了工作分配方法和系统，在联络中心中断之后动态地重新分配联系人的百分比分配。 通常，工作分配机制在接收到从可用联系中心的系统中移除联络中心的信息时，动态地重新计算系统中每个可用联络中心的百分比分配。 随后收到的联络人按照重新计算的百分比分配在可用联络中心之间分配。 当联络中心从中断返回系统时，联系人的百分比分配可以逐步增加到返回联络中心。

公开(公告)号：US20150006215A1

公开(公告)日：2015-01-01

申请号：US13930155

申请日：2013-06-28

Applicant: Avaya Inc.

Inventor： Gene Uba ,  Robert C. Steiner ,  Jose Velez

IPC: G06Q10/10 ,  G06F17/30

CPC classification number: G06Q10/1093 ,  G06F16/2237

Abstract: A contact center is provided with the ability to efficiently and effectively execute strategy rules by referencing and comparing schedules of contact center entities. The contact center includes a scheduling module configured to convert a textual calendar description of an entity into a bitmap representation of the calendar for that entity. A bitmap comparison can then be performed by a work assignment engine in accordance with the strategy rules being executed by the work assignment engine.

Abstract translation: 通过参考和比较联络中心实体的时间表，联络中心具有有效和有效地执行策略规则的能力。 联络中心包括调度模块，其被配置为将实体的文本日历描述转换为该实体的日历的位图表示。 然后，工作分配引擎可以根据工作分配引擎执行的策略规则执行位图比较。

公开(公告)号：US08718269B2

公开(公告)日：2014-05-06

申请号：US13623255

申请日：2012-09-20

Applicant: Avaya Inc.

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

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5233 ,  H04M3/5238

Abstract: A contact center which provides the ability to, among other things, support deferring work assignment decisions while simultaneously assessing the risks associated with such a deferred decision. The intelligent deferment of work assignment decisions helps to achieve better matching without losing the opportunity to timely assign work to an agent.

Abstract translation: 提供能力的联络中心，除其他外，支持推迟工作分配决定，同时评估与此类延迟决定相关的风险。 工作分配决策的智能推迟有助于实现更好的匹配，而不会失去及时将工作分配给代理的机会。

公开(公告)号：US20140082179A1

公开(公告)日：2014-03-20

申请号：US13622538

申请日：2012-09-19

Applicant: AVAYA INC.

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

IPC: G06F15/173

CPC classification number: G06Q10/0631

Abstract: A contact center is described along with various methods and mechanisms for administering the same. In general, methods are disclosed that are configured to analyze work assignments to determine one or more scarce resources for further management. By analyzing the attributes, that are common to a number of work assignments made over a period of time, resources possessing those attributes may be classified as scarce. These scarce resources may be managed in accordance with their demand and business rules. To efficiently handle work items associated with valued customers, the scarce resources may be removed from traditional work assignments and held in reserve. The reserved scarce resources may be applied to the valued customers' work items.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 通常，公开了被配置为分析工作分配以确定用于进一步管理的一个或多个稀缺资源的方法。 通过分析在一段时间内进行的一些工作分配中常见的属性，具有这些属性的资源可能被分类为稀缺。 这些稀缺资源可以根据其需求和业务规则进行管理。 为了有效地处理与有价值客户相关的工作项目，稀缺资源可能会从传统工作任务中移除，并保留。 预留的稀缺资源可能适用于有价值的客户的工作项目。

公开(公告)号：US20140081687A1

公开(公告)日：2014-03-20

申请号：US13623310

申请日：2012-09-20

Applicant: AVAYA INC.

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

IPC: G06Q10/06

CPC classification number: G06Q10/06

Abstract: Methods, devices, and systems are provided such that multiple contact center objectives can be simultaneously analyzed and normalized by a single algorithm. A solution is provided for executing an algorithm that is able to consider multiple objectives simultaneously rather than serially. By considering multiple objectives in parallel when making work assignment decisions instead of considering single objectives, decisions and contact center adjustments are made with more efficiency and with a minimal use of resources.

Abstract translation: 提供了方法，设备和系统，使得可以通过单个算法同时分析和归一化多个接触中心目标。 提供了一种解决方案，用于执行能够同时考虑多个目标而不是串行考虑的算法。 通过在进行工作分配决策时考虑多个目标，而不是考虑单一目标，决策和联络中心调整将以更高的效率和最少的资源利用来进行。