公开(公告)号：US20150207938A1

公开(公告)日：2015-07-23

申请号：US14674560

申请日：2015-03-31

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2201/18 ,  H04M2203/555

Abstract: An agent selection system for selecting agents during call routing in a contact center is provided. The agent selection system includes a data mining module to mine agent related data from preconfigured resources e.g., social networking sites. The agent selection system further includes a profile module to build one or more agent profile based on the mined agent related data. The agent selection system further includes a mapping module configured to map a customer profile in a customer work request with the one or more agent profile. The agent selection system further includes a selection module to select an agent for handling the customer work request based on mapping between the customer profile and the one or more agent profile.

Abstract translation: 提供了一种用于在联络中心的呼叫路由期间选择代理的代理选择系统。 代理选择系统包括数据挖掘模块，用于从预先配置的资源（例如，社交网络站点）向矿工代理相关数据。 代理选择系统还包括简档模块，用于基于开采代理相关数据构建一个或多个代理简档。 代理选择系统还包括映射模块，配置成将客户工作请求中的客户简档与一个或多个代理简档进行映射。 代理选择系统还包括选择模块，用于基于客户简档和一个或多个代理简档之间的映射来选择用于处理客户工作请求的代理。

公开(公告)号：US20140376709A1

公开(公告)日：2014-12-25

申请号：US13924669

申请日：2013-06-24

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2203/401

Abstract: A parameters modification system for a contact center is provided. The parameters modification system includes an input module for enabling a user to provide an input indicating one or more parameters required to be modified. The parameters modification system further includes a determination module for determining a surface based on key performance indicators (KPIs) associated the one more parameters. The determination module further determines an optimal path in the determined surface. The parameters modification system further includes a modification module for modifying the one or more parameters along the determined optimal path so that key performance indicators associated with the one or more parameters remain within a predetermined threshold.

Abstract translation: 提供了一种用于联络中心的参数修改系统。 参数修改系统包括用于使用户能够提供指示要修改的一个或多个参数的输入的输入模块。 所述参数修改系统还包括用于基于与所述多个参数相关联的关键性能指标（KPI）确定曲面的确定模块。 确定模块还确定所确定的表面中的最佳路径。 参数修改系统还包括修改模块，用于沿所确定的最佳路径修改一个或多个参数，使得与一个或多个参数相关联的关键性能指标保持在预定阈值内。

公开(公告)号：US20140255895A1

公开(公告)日：2014-09-11

申请号：US13787627

申请日：2013-03-06

Applicant: AVAYA INC.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: G09B7/02

CPC classification number: G09B7/02

Abstract: A training system for providing training to agents of an enterprise is provided. The training system may include a retrieval module for retrieving content from at least one predetermined resource. The training system further may include a topic determining module for determining at least one topic based on the retrieved content. The training system further may include an answer selecting module for selecting an answer for the at least one topic from the retrieved content based upon predefined rules. The training system further may include a reporting module for reporting the at least one topic and answer to one or more agents of the enterprise.

Abstract translation: 提供了向企业代理人提供培训的培训体系。 训练系统可以包括用于从至少一个预定资源检索内容的检索模块。 训练系统还可以包括用于基于检索到的内容来确定至少一个主题的主题确定模块。 训练系统还可以包括答案选择模块，用于基于预定义的规则从所检索的内容中选择至少一个主题的答案。 训练系统还可以包括报告模块，用于报告至少一个主题并回答企业的一个或多个代理。

公开(公告)号：US20140100848A1

公开(公告)日：2014-04-10

申请号：US13646303

申请日：2012-10-05

Applicant: AVAYA INC.

Inventor： Shmuel Shaffer ,  Keith Ponting ,  Valentine C. Matula

IPC: G10L15/00

CPC classification number: G10L15/22 ,  G10L15/00 ,  G10L15/265 ,  G10L17/22 ,  G10L2015/088 ,  G10L2015/221

Abstract: Methods and systems for identifying specified phrases within audio streams are provided. More particularly, a phrase is specified. An audio stream is them monitored for the phrase. In response to determining that the audio stream contains the phrase, verification from a user that the phrase was in fact included in the audio stream is requested. If such verification is received, the portion of the audio stream including the phrase is recorded. The recorded phrase can then be applied to identify future instances of the phrase in monitored audio streams.

Abstract translation: 提供了用于识别音频流中指定短语的方法和系统。 更具体地，指定短语。 他们监听了一个音频流。 响应于确定音频流包含短语，请求从用户的验证，该短语实际上包括在音频流中。 如果接收到这种验证，则记录包括短语的音频流的部分。 然后可以应用记录的短语来识别被监听的音频流中短语的未来实例。

公开(公告)号：US11289077B2

公开(公告)日：2022-03-29

申请号：US14332115

申请日：2014-07-15

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  Shmuel Shaffer

IPC: G10L15/18 ,  G10L15/187 ,  G10L25/51 ,  G10L15/02

Abstract: A contact center system can receive audio messages. The system can review audio messages by identifying phoneme strings within the audio messages associated with a characteristic. A phoneme can be a component of spoken language. Identified phoneme strings are used to analyze subsequent audio messages to determine the presence of the characteristic without requiring human analysis. Thus, the identification of phoneme strings then can be used to determine a characteristic of audio messages without transcribing the messages.

公开(公告)号：US20190208062A1

公开(公告)日：2019-07-04

申请号：US16351603

申请日：2019-03-13

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Seamus Hayes ,  Paul D'Arcy

IPC: H04M3/523 ,  G10L15/18

CPC classification number: H04M3/5238 ,  G10L15/08 ,  G10L15/1815 ,  G10L15/22 ,  H04M3/5175

Abstract: System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.

公开(公告)号：US09531782B2

公开(公告)日：2016-12-27

申请号：US14303950

申请日：2014-06-13

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Seamus Hayes ,  Sheldon Davis

IPC: H04L29/06 ,  H04L12/26

CPC classification number: H04L65/80 ,  H04L43/04 ,  H04L43/08 ,  H04L65/403

Abstract: System and method to respond to a streaming media link quality problem in a communication session, the method including: monitoring textual messages in the communication session for an indication of a quality of service (QoS) problem; forming a hypothesized cause of the QoS problem; retrieving evidence relevant to the hypothesized cause, the relevant evidence comprising system logs; and determining whether the retrieved evidence supports the hypothesized cause. The system includes: a processor coupled to a memory; a monitoring module configured to monitor textual messages in the communication session for an indication of a quality of service (QoS) problem; an inference module configured to form a hypothesized cause of the QoS problem; a retrieval module configured to retrieve evidence relevant to the hypothesized cause, the relevant evidence comprising system logs stored in the memory; and a calculation module configured to determine whether the retrieved evidence supports the hypothesized cause.

Abstract translation: 用于响应通信会话中的流媒体链路质量问题的系统和方法，所述方法包括：监视通信会话中的文本消息以获得服务质量（QoS）问题的指示; 形成QoS问题的假设原因; 检索与假设原因相关的证据，相关证据包括系统日志; 并确定检索的证据是否支持假设的原因。 该系统包括：耦合到存储器的处理器; 监视模块，被配置为监视所述通信会话中的文本消息以用于服务质量（QoS）问题的指示; 推定模块，被配置为形成QoS问题的假设原因; 检索模块，被配置为检索与所述假设原因相关的证据，所述相关证据包括存储在所述存储器中的系统日志; 以及计算模块，被配置为确定所检索的证据是否支持假设的原因。

公开(公告)号：US09420091B2

公开(公告)日：2016-08-16

申请号：US14078671

申请日：2013-11-13

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Oliver Daniels ,  Thomas Moran

IPC: H04M1/64 ,  H04M3/42 ,  H04W4/16

CPC classification number: H04M3/42221 ,  H04M2201/18 ,  H04M2203/559 ,  H04W4/16

Abstract: System and method to improve quality of a high-availability recording of a media stream, the method including: recording the media stream by at least a first and second recorders at separate network locations, to produce first and second recordings; comparing quality metrics of the first and second recordings; and creating an archival copy of the media stream based upon a comparison of quality metrics. In some embodiments, the method may further include: segmenting the first and second recordings into a respective first and second plurality of coextensive segments; and for substantially each segment of the first plurality of segments: comparing a quality metric of said segment with a quality metric of a corresponding segment from the second plurality of segments; and creating an archival copy of a segment of the media stream based upon a comparison of quality metrics for said segment.

Abstract translation: 用于提高媒体流的高可用性记录质量的系统和方法，所述方法包括：通过至少第一和第二记录器在不同的网络位置记录媒体流，以产生第一和第二记录; 比较第一和第二记录的质量度量; 以及基于质量度量的比较来创建媒体流的归档副本。 在一些实施例中，该方法还可以包括：将第一和第二记录分割成相应的第一和第二多个共延伸段; 并且对于所述第一多个段的基本上每个段：将所述段的质量度量与来自所述第二多个段的对应段的质量度量进行比较; 以及基于所述段的质量度量的比较来创建所述媒体流的段的归档副本。

公开(公告)号：US20160065738A1

公开(公告)日：2016-03-03

申请号：US14469627

申请日：2014-08-27

Applicant: Avaya Inc.

Inventor： Yolanda Schwartz ,  Shmuel Shaffer ,  Michael Krack ,  Aaron Lepold

IPC: H04M3/51 ,  G06Q30/00

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  H04M3/4217 ,  H04M3/5166 ,  H04M2203/357

Abstract: System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.

Abstract translation: 提高联络中心自助服务运行的系统和方法，包括：监控联络中心客户自助客户支持会话进度; 监测联络中心代理人的盈余状况; 通过使用监测进度和监测的剩余状态确定与客户有关的系统状态; 如果系统状态处于代理支持域，则将指示符信号设置为第一状态，否则如果系统状态处于自支持域，则将指示符信号设置为第二状态; 以及如果所述指示符信号处于所述第一状态，则将所述客户分配给代理支持的会话。

公开(公告)号：US20150071418A1

公开(公告)日：2015-03-12

申请号：US14024674

申请日：2013-09-12

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/493 ,  G06Q50/00

CPC classification number: H04M3/493 ,  G06Q30/02 ,  G06Q50/01 ,  H04M3/5166 ,  H04M3/5191 ,  H04M2203/655

Abstract: Techniques for topical customer service menu reconfiguration based on social media are claimed. In one embodiment, for example, an apparatus may comprise a social media gateway and an adjustment component. The social media gateway may be operative to receive social media information from one or more social media networks. The adjustment component may be operative to data mine the social media information to extract one or more characteristics, infer a trend from the extracted one or more characteristics, and adjust a customer service menu tree based upon the inferred trend. Other embodiments are described and claimed.

Abstract translation: 声称基于社交媒体进行局部客户服务菜单重新配置的技术。 在一个实施例中，例如，设备可以包括社交媒体网关和调整组件。 社交媒体网关可以用于从一个或多个社交媒体网络接收社交媒体信息。 调整组件可以用于数据挖掘社交媒体信息以提取一个或多个特征，从所提取的一个或多个特征推断趋势，并且基于推断的趋势来调整客户服务菜单树。 描述和要求保护其他实施例。