公开(公告)号：US20160248912A1

公开(公告)日：2016-08-25

申请号：US14626762

申请日：2015-02-19

Applicant: Avaya Inc.

Inventor： Patrick Tendick ,  Lorraine Denby ,  Wen-Hua Ju

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175

Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.

Abstract translation: 为了为联络中心提供更好的指标，系统确定联络中心代理何时被分配到技能组中的多个代理技能。 技能组是一组技能，联络中心旨在计算这些技能的总体指标。 接收到有关多个代理技能的联络中心代理处于第一状态的信息。 例如，联络中心代理可用于支持不同的产品。 计算技能组中联络中心代理的状态。 技能组中的联络中心代理的状态基于技能组中的联络中心代理的第一状态的最小值或最大值来计算。 技能组中第一个代理的状态将发送给联络中心管理员，以更好地管理联络中心。

公开(公告)号：US20150215463A1

公开(公告)日：2015-07-30

申请号：US14173610

申请日：2014-02-05

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Patrick Tendick ,  Sheldon Davis

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5238 ,  H04M2203/401

Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.

Abstract translation: 描述了由用于工作分配优化的联络中心通信系统提供的代理评级预测和路由机制以及用于管理它的各种方法和机制。 本文提出的预测系统分析过去的代理性能，代理属性，联系属性和客户属性以计算结果值，并提供用于工作项路由到联络中心资源的性能预测。

公开(公告)号：US20140254786A1

公开(公告)日：2014-09-11

申请号：US13792666

申请日：2013-03-11

Applicant: AVAYA INC.

Inventor： Patrick Tendick ,  Roger I. Krimstock ,  Matias Potel Feola

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  G06Q10/0639 ,  H04M2203/558

Abstract: Aspects are directed towards methods including creating multiple states from at least two call center data sources; and combining at least two of the multiple states to obtain a data model, where the data model comprises an attribute related to the call center, and methods including collecting a set of call data from multiple sources, where the multiple sources comprise a management module source and at least one source not controlled by the management module, and analyzing the set of call data.

Abstract translation: 方面涉及包括从至少两个呼叫中心数据源创建多个状态的方法; 以及组合所述多个状态中的至少两个以获得数据模型，其中所述数据模型包括与所述呼叫中心相关的属性，以及包括从多个源收集一组呼叫数据的方法，其中所述多个源包括管理模块源 以及至少一个不由管理模块控制的源，并分析该组呼叫数据。

公开(公告)号：US11586954B2

公开(公告)日：2023-02-21

申请号：US15139979

申请日：2016-04-27

Applicant: Avaya Inc.

Inventor： Patrick Tendick

IPC: G06N5/04 ,  G06N5/043

Abstract: A device, system, and method use predictive analytics based on an application-centric approach. The method includes receiving a request from an interactive application interacting with a user utilizing a user device for action data indicating an action to be taken by the interactive application during a session with the user device, the request generated by the interactive application based on a decision point associated with the interactive application. The method includes receiving from the interactive application session data associated with the session and the user device. The method includes determining scoring package data associated with the request based on the session data, the scoring package data comprising a predictive model indicative of a plurality of actions to be performed by the interactive application. The method includes generating the action data based on the scoring package data and transmitting the action data to the interactive application.

公开(公告)号：US10348895B2

公开(公告)日：2019-07-09

申请号：US14622718

申请日：2015-02-13

Applicant: Avaya Inc.

Inventor： Lorraine Denby ,  Wen-Hua Ju ,  Patrick Tendick

IPC: H04M3/51 ,  H04M7/00

Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.

公开(公告)号：US09876860B2

公开(公告)日：2018-01-23

申请号：US14063285

申请日：2013-10-25

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Patrick Tendick ,  Sheldon Davis

IPC: H04L29/08 ,  G06F9/54 ,  H04M3/51

CPC classification number: H04L67/148 ,  G06F9/544 ,  H04L29/08576 ,  H04L29/08639 ,  H04L67/10 ,  H04L67/14 ,  H04M3/5166 ,  H04M3/5183

Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.

公开(公告)号：US20170249557A1

公开(公告)日：2017-08-31

申请号：US15139979

申请日：2016-04-27

Applicant: Avaya Inc.

Inventor： Patrick Tendick

IPC: G06N5/04

CPC classification number: G06N5/043 ,  G06Q30/02

Abstract: A device, system, and method use predictive analytics based on an application-centric approach. The method includes receiving a request from an interactive application interacting with a user utilizing a user device for action data indicating an action to be taken by the interactive application during a session with the user device, the request generated by the interactive application based on a decision point associated with the interactive application. The method includes receiving from the interactive application session data associated with the session and the user device. The method includes determining scoring package data associated with the request based on the session data, the scoring package data comprising a predictive model indicative of a plurality of actions to be performed by the interactive application. The method includes generating the action data based on the scoring package data and transmitting the action data to the interactive application.