公开(公告)号：US20140079211A1

公开(公告)日：2014-03-20

申请号：US13623267

申请日：2012-09-20

Applicant: AVAYA INC.

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

IPC: H04M3/00

CPC classification number: H04M3/523 ,  H04M2203/401 ,  H04M2203/402

Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, simultaneously execute two different work assignment algorithms on the same work flow either in real-time as the work flow is received or in a simulation environment. The differences in the way that each work assignment algorithm handles the same work flow are compared and contrasted to help describe the differences in the work assignment algorithms.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了能够在接收到工作流程或在模拟环境中实时地同时执行相同工作流程上的两个不同工作分配算法的能力。 对每个工作分配算法处理相同工作流程的方式的差异进行了比较和对比，以帮助描述工作分配算法的差异。

公开(公告)号：US20140079209A1

公开(公告)日：2014-03-20

申请号：US13622525

申请日：2012-09-19

Applicant: AVAYA INC.

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

IPC: H04M3/00

CPC classification number: H04M3/5232 ,  H04M2203/404

Abstract: A contact center is described along with various methods and mechanisms for administering the same. Work assignment methods are disclosed that push notifications to one or more resources about available work item opportunities. The one or more resources can pull the work item from the notification groups to handle the work item. Moreover, the pushed notifications can be added to a traditional work assignment scheme to aid in the answering of work items and/or offer training to a plurality of resources.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 披露了工作分配方法，将通知推送到关于可用工作项机会的一个或多个资源。 一个或多个资源可以从通知组中提取工作项以处理工作项。 此外，推送的通知可以被添加到传统的工作分配方案中，以帮助回答工作项目和/或向多个资源提供培训。

公开(公告)号：US10410147B2

公开(公告)日：2019-09-10

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 ,  H04M7/00

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.

公开(公告)号：US20150350442A1

公开(公告)日：2015-12-03

申请号：US14294562

申请日：2014-06-03

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Robert C. Steiner ,  Tony McCormack ,  John McGreevy

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M2203/402

Abstract: A work routing system of an enterprise is disclosed for allocating resources for routing a work request in an enterprise. The work routing system includes a resource monitoring module configured to determine resource-occupancy of a plurality of resources available in the enterprise, wherein the plurality of resources are grouped into one or more groups based on a predefined strategy. The work routing system further includes a group monitoring module configured to determine group-occupancy of the one or more groups based on at least one predefined criteria, wherein the group-occupancy is determined for a predefined time period. The work routing system further includes an assignment module configured to assign the work request to one of the one or more groups based on the group-occupancy.

Abstract translation: 公开了一种企业的工作路由系统，用于分配用于在企业中路由工作请求的资源。 工作路由系统包括：资源监控模块，被配置为确定企业中可用的多个资源的资源占用，其中基于预定策略将所述多个资源分组成一个或多个组。 工作路由系统还包括组监视模块，其被配置为基于至少一个预定准则来确定所述一个或多个组的组占用，其中，所述组占用率被确定为预定时间段。 工作路由系统还包括分配模块，其被配置为基于组占用将工作请求分配给一个或多个组中的一个组。

公开(公告)号：US20150347421A1

公开(公告)日：2015-12-03

申请号：US14290657

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: G06F17/30 ,  H04M3/493 ,  H04M3/523

Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. The graph database enables previously discrete contact center components such as work assignment components, reporting components, work force management components, forecasting components, and the like to operate in a seamless and integrated manner.

Abstract translation: 描述了一个图形数据库，用于与联络中心相关联。 图形数据库包括描述联络中心中的操作，实体，人员和属性的多个节点和关系。 图形数据库能够以前所未有的联络中心组件，如工作分配组件，报告组件，工作人员管理组件，预测组件等以无缝和集成的方式运行。

公开(公告)号：US20150139409A1

公开(公告)日：2015-05-21

申请号：US14085672

申请日：2013-11-20

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: H04M3/493 ,  H04M3/51 ,  G06Q30/00

CPC classification number: H04M3/493 ,  G06Q30/016 ,  H04M3/5166 ,  H04M3/5183

Abstract: A contact center work assignment engine communication system hosts a multi-functional contact advocate to manage communications and history for customers, including the ability to report issues, provide updates, identify and solve problems, store history, interface with contact center components, including agents and experts, creating a proactive automatic assistant for contact center customers.

Abstract translation: 联络中心工作分配引擎通信系统托管多功能联络倡导者，管理客户的沟通和历史，包括报告问题的能力，提供更新，识别和解决问题，存储历史记录，与联络中心组件的接口，包括代理和 专家，为联络中心客户创建主动的自动助理。

公开(公告)号：US20150092938A1

公开(公告)日：2015-04-02

申请号：US14041834

申请日：2013-09-30

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Katherine Anthony Sobus

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2203/402

Abstract: A contact center is described along with various methods and mechanisms for administering the same. A ripple reduction mechanism is disclosed that provides an interval and evaluates and matches work items that come in until the interval expires. Once the interval expires, the ripple reduction mechanism in concert with a work assignment engine may finalize matches and optimally assign work items to minimize or eliminate a ripple effect.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 公开了一种纹波降低机制，其提供间隔并评估和匹配进入的工作项，直到间隔期满。 一旦间隔到期，与工作分配引擎一致的纹波降低机制可以完成匹配并且最佳地分配工作项目以最小化或消除纹波效应。

公开(公告)号：US20150063556A1

公开(公告)日：2015-03-05

申请号：US14019393

申请日：2013-09-05

Applicant: Avaya Inc.

Inventor： Gene Masaru Uba ,  Robert C. Steiner

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2203/401 ,  H04M2203/402

Abstract: A contact center auditing work assignment engine communication system hosts a multi-functional automatic bot agent to discover issues, update properties, identify and solve problems, and provide operational support for contact center managers, creating a proactive and flexible automatic audit and cooperation between a bot agent, human agents, and supervisors.

Abstract translation: 联络中心审核工作分配引擎通信系统托管多功能自动机器人代理，以发现问题，更新属性，识别和解决问题，并为联络中心经理提供操作支持，创建一个主动和灵活的自动审核与协作 代理人，代理人，监事。

公开(公告)号：US08965878B2

公开(公告)日：2015-02-24

申请号：US14181111

申请日：2014-02-14

Applicant: Avaya Inc.

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

IPC: G06F17/30 ,  H04M3/523 ,  G06Q10/06

CPC classification number: H04M3/5233 ,  G06F17/30 ,  G06Q10/06 ,  G06Q10/063112

Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, define, in real-time, qualifier set combinations for work items. Thus, the contact center can create a dictionary of combinations of work item attributes that may be defined as work items are introduced to the system. The definition of the combinations allows for large qualifier sets without the large expenditure of resources to define all possible combinations of attributes for the contact center.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了能够实时定义工作项目的限定符集合组合。 因此，联络中心可以创建可被定义为将工作项引入到系统的工作项属性的组合的字典。 组合的定义允许大量限定词集合，而不需要大量资源来定义联络中心的所有可能的属性组合。

公开(公告)号：US08964964B2

公开(公告)日：2015-02-24

申请号：US13764504

申请日：2013-02-11

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Gene Uba

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5238 ,  H04M2203/402 ,  H04M2203/404

Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, mark a work item as interruptible. The work item may receive an interruptible marking when the work item is assigned to an adequately-matched agent rather than a well-matched. Processing of the work item by the adequately-matched agent may be interrupted if the well-matched agent becomes available prior to the work item being completed by the adequately-matched agent.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了将工作项标记为可中断的能力。 当工作项目分配给适当匹配的代理而不是匹配良好时，工作项可能会收到中断标记。 如果在匹配良好的代理人完成工作项目之前，如果匹配良好的代理人可用，则可以中断由适当匹配的代理进行的工作项目的处理。