公开(公告)号：US09854095B2

公开(公告)日：2017-12-26

申请号：US13840613

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： Rodney A. Thomson ,  Brian J. Reynolds ,  Katherine A. Sobus

IPC: H04M3/00 ,  H04M3/51

CPC classification number: H04M3/5175 ,  H04M2203/401 ,  H04M2203/556 ,  H04M2242/30

Abstract: The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further directed to systems that include a source related to a contact center, and a processor configured to: obtain a location data of the source; derive at least one performance measure; correlate the location data and the at least one performance measure to obtain a correlation; and analyze the correlation to obtain an analysis report.

公开(公告)号：US08873739B2

公开(公告)日：2014-10-28

申请号：US13862029

申请日：2013-04-12

Applicant: Avaya Inc.

Inventor： Thomas L. Hemm ,  Joylee E. Kohler ,  Rodney A. Thomson

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/42 ,  G06Q10/10 ,  G06Q30/06 ,  G06Q30/02 ,  H04L12/24 ,  H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5235 ,  G06Q10/107 ,  G06Q30/01 ,  G06Q30/02 ,  G06Q30/0601 ,  H04L41/147 ,  H04L41/5009 ,  H04L41/5022 ,  H04L41/5064 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5231 ,  H04M2203/551

Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.

Abstract translation: 本发明涉及一种用于维护联络中心中的交易的方法。 当与事务相关联的即时消息通信过早地被暂停时，可以向事务发起者提供特殊处理。 特殊待遇包括：（a）维护交易的分配服务优先级，以转交给后续通信; （b）将后续出站即时消息调度到与所述事务发起者相关联的外部端点; （c）当联络中心接收到后续的入站即时消息时，向交易发起者分配优惠服务优先权; 和（d）将先前选择的项目保持在存储器中，并在随后的通信中将项目提供给事务发起者。

公开(公告)号：US09531876B2

公开(公告)日：2016-12-27

申请号：US14270550

申请日：2014-05-06

Applicant: Avaya, Inc.

Inventor： Rodney A. Thomson

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04M3/42 ,  H04M3/20 ,  H04M7/00 ,  H04M1/656 ,  H04M1/65

CPC classification number: H04M3/51 ,  H04M1/651 ,  H04M1/656 ,  H04M3/20 ,  H04M3/42221 ,  H04M3/5175 ,  H04M3/5183 ,  H04M7/0042 ,  H04M2201/40 ,  H04M2203/301 ,  H04M2203/402 ,  H04M2203/552 ,  H04M2203/558

Abstract: Contact centers often record customer-agent communications for training, quality control, and other purposes. Supervisors often contribute to the communications in the form of voice messages only the agent can hear (e.g., whisper mode) and/or text messages displayed on a screen and optionally documents or other content that may be provided or shared by the supervisor to the agent. Capturing the supervisor's contribution to a communication is provided to enable later playback or review of the communication to include all inputs and enable a more complete understanding of the actions that were or were not taken.

Abstract translation: 联络中心通常会记录客户代理人的培训，质量控制和其他用途。 主管通常仅以代理人可以听到（例如，耳语模式）和/或显示在屏幕上的文本消息和可选的文档或其他可由主管向代理提供或共享的内容的语音消息形式进行通信。 。 捕获主管对通信的贡献是为了能够稍后播放或审查通信以包括所有输入，并且能够更全面地了解已经或未被采用的动作。

公开(公告)号：US20150326722A1

公开(公告)日：2015-11-12

申请号：US14270550

申请日：2014-05-06

Applicant: Avaya, Inc.

Inventor： Rodney A. Thomson

IPC: H04M3/51 ,  H04M7/00 ,  H04M3/42

CPC classification number: H04M3/51 ,  H04M1/651 ,  H04M1/656 ,  H04M3/20 ,  H04M3/42221 ,  H04M3/5175 ,  H04M3/5183 ,  H04M7/0042 ,  H04M2201/40 ,  H04M2203/301 ,  H04M2203/402 ,  H04M2203/552 ,  H04M2203/558

Abstract: Contact centers often record customer-agent communications for training, quality control, and other purposes. Supervisors often contribute to the communications in the form of voice messages only the agent can hear (e.g., whisper mode) and/or text messages displayed on a screen and optionally documents or other content that may be provided or shared by the supervisor to the agent. Capturing the supervisor's contribution to a communication is provided to enable later playback or review of the communication to include all inputs and enable a more complete understanding of the actions that were or were not taken.

Abstract translation: 联络中心通常会记录客户代理人的培训，质量控制和其他用途。 主管通常仅以代理人可以听到（例如，耳语模式）和/或显示在屏幕上的文本消息和可选的文档或其他可由主管向代理提供或共享的内容的语音消息形式进行通信。 。 捕获主管对通信的贡献是为了能够稍后播放或审查通信以包括所有输入，并且能够更全面地了解已经或未被采用的动作。

公开(公告)号：US09100482B2

公开(公告)日：2015-08-04

申请号：US13926879

申请日：2013-06-25

Applicant: Avaya Inc.

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: H04M3/00 ,  H04M3/51 ,  H04M3/20 ,  H04M3/22 ,  H04M3/42

CPC classification number: H04M3/5175 ,  H04M3/20 ,  H04M3/2281 ,  H04M3/42221 ,  H04M2201/42

Abstract: A mobile service observing integration system efficiently utilizes multi-functional smart devices providing operating system support for native applications and application programming interface support for third-party applications, allowing seamless mobile communication between a contact center and its agents and supervisors.

Abstract translation: 移动服务观察集成系统有效地利用多功能智能设备，为本地应用提供操作系统支持，并为第三方应用提供应用程序接口支持，允许联络中心与其代理商和主管之间的无缝移动通信。

公开(公告)号：US20150071415A1

公开(公告)日：2015-03-12

申请号：US14025674

申请日：2013-09-12

Applicant: Avaya Inc.

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/18

Abstract: An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work.

Abstract translation: 识别代理人不可接受的背景噪音的自动环境环境检测和锁定系统以及需要代理人和/或主管在工作分配之前对检测到的噪声问题采取纠正措施的方法有助于有效和有效的环境，适合代理处理联络中心 工作。

公开(公告)号：US20140379587A1

公开(公告)日：2014-12-25

申请号：US13922346

申请日：2013-06-20

Applicant: Avaya, Inc.

Inventor： Rodney A. Thomson ,  Brian J. Reynolds

IPC: G06Q30/00

CPC classification number: H04M3/51 ,  G06Q10/10 ,  H04M2203/402

Abstract: Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors.

Abstract translation: 与墙板和移动设备的基于邻近的交互创建了一个交互式和有效的通信模型，有效地利用了联络中心与其代理商和主管之间的空间和通信机会。 该系统提供动态的，基于邻近的位置服务，包括代理的显示和主管的实时消息功能。