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：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：US20160112568A1

公开(公告)日：2016-04-21

申请号：US14516783

申请日：2014-10-17

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack

IPC: H04M3/523 ,  G06Q10/06 ,  H04M3/51

CPC classification number: H04M3/5233 ,  G06Q10/06393 ,  H04M3/5175 ,  H04M3/5183

Abstract: A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.

Abstract translation: 公开了一种用于管理企业中的至少一个通信会话的呼叫管理计算机系统。 呼叫管理计算机系统包括用于监视至少一个通信会话的上下文的监视模块。 该系统还包括：策略生成模块，用于基于所监视的至少一个通信会话的上下文和一个或多个性能指标来生成所述至少一个策略。 该系统还包括用于验证至少一个生成的策略的验证模块。 所述系统还包括代理选择模块，用于执行所述至少一个经验证的策略以选择用于所述至少一个通信会话的至少一个代理。

公开(公告)号：US20180124246A1

公开(公告)日：2018-05-03

申请号：US15856131

申请日：2017-12-28

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  Dawid Nowak

IPC: H04M3/523 ,  G06Q10/06 ,  H04M3/51

CPC classification number: H04M3/5233 ,  G06Q10/06393 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/402

Abstract: A predictive system for resource allocation in an enterprise is disclosed. The predictive system includes a database comprising one or more performance indicators for a plurality of resources, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise. The system further includes a monitoring module to monitor one or more parameters associated with the at least one communication session. The system further includes a determination module to generate at least one performance score for each of the plurality of resources based on the one or more monitored parameters and the one or more performance indicators. The system further includes a selection module to select the at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource.

公开(公告)号：US20160125652A1

公开(公告)日：2016-05-05

申请号：US14530885

申请日：2014-11-03

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Dawid Nowak ,  Neil O'Connor

IPC: G06T19/00 ,  H04N13/04 ,  G06F3/01

CPC classification number: G06T19/006 ,  G06F1/163 ,  G06F3/013 ,  H04N13/307

Abstract: Apparatus and method to display worker status for a supervisor, the apparatus including: a frame configured to be coupled to a head of the supervisor; a processor coupled to the frame, the processor configured to render a transparent display of worker status to the supervisor; a position determination module configured to determined a physical location of the frame; a communication module communicatively coupled to the processor and to the position determination module, the communication module configured to wirelessly communicate with a base station; and a gaze detector coupled to the frame and communicatively coupled to the processor, the gaze detector configured to detect a direction of gaze of the supervisor.

Abstract translation: 用于显示主管的工作者状态的装置和方法，所述装置包括：被配置为耦合到所述主管的头部的框架; 处理器，其耦合到所述帧，所述处理器被配置为向所述主管呈现工作者状态的透明显示; 位置确定模块，被配置为确定所述帧的物理位置; 通信模块，其通信地耦合到所述处理器和所述位置确定模块，所述通信模块被配置为与基站无线通信; 以及注视检测器，其耦合到所述框架并且通信地耦合到所述处理器，所述注视检测器被配置为检测所述监督者的凝视方向。

公开(公告)号：US20150142933A1

公开(公告)日：2015-05-21

申请号：US14082880

申请日：2013-11-18

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Joseph Smyth

IPC: H04L12/24 ,  H04L12/717

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：US20150128145A1

公开(公告)日：2015-05-07

申请号：US14072212

申请日：2013-11-05

Applicant: Avaya Inc.

Inventor： Joseph Smyth ,  Paul D'Arcy ,  Neil O'Connor ,  Dawid Nowak ,  Tony McCormack

IPC: G06F9/48

CPC classification number: G06Q10/0631 ,  G06F1/3206 ,  G06F1/329 ,  G06F9/5094 ,  G06Q30/016 ,  G06Q50/06 ,  Y02D10/22 ,  Y02D10/24

Abstract: A system for automated routing or work requests is provided. Particularly, a system for routing work requests in a distributed computing system to minimize an energy cost associated with operating the system is provided. A resource utilization module configured to receive resource utilization information; the resource utilization information including indications of utilization corresponding to a plurality of computing resources is disclosed. Furthermore, an energy consumption module configured to receive energy consumption information; the energy consumption information including indications of energy consumption corresponding to the plurality of computing resources is disclosed. Additionally, a routing module configured to route a work request to one of the plurality of computing resources based at least in part on the received utilization information and the received energy consumption information to minimize energy costs of the plurality of computing resources is disclosed.

Abstract translation: 提供了一种用于自动路由或工作请求的系统。 特别地，提供了一种用于在分布式计算系统中路由工作请求以最小化与操作系统相关联的能量成本的系统。 资源利用模块，被配置为接收资源利用信息; 公开了包括对应于多个计算资源的利用指示的资源利用信息。 此外，能量消耗模块被配置为接收能量消耗信息; 公开了包括与多个计算资源对应的能量消耗的指示的能量消耗信息。 此外，公开了一种路由模块，其被配置为至少部分地基于所接收的利用信息和所接收的能量消耗信息将工作请求路由到所述多个计算资源之一，以最小化所述多个计算资源的能量成本。