公开(公告)号：US20140379890A1

公开(公告)日：2014-12-25

申请号：US13922555

申请日：2013-06-20

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: H04L12/26

CPC classification number: H04M3/5237 ,  G06Q10/06 ,  H04M3/5133 ,  H04M3/523 ,  H04M3/5233 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/406

Abstract: An agent login optimization system for optimizing login of agents at communication managers of a contact center is provided. The agent login optimization system includes a monitoring module for monitoring predetermined activities at a plurality of communication managers in the contact center. The monitoring includes monitoring call traffic at the plurality of communication managers and monitoring login requests of agents. The agent login optimization system further includes a determination module configured to determine a suitable communication manager from the plurality of communication managers based upon the monitoring to login an agent. The agent login optimization system further includes an agent login module for logging the agent into the suitable communication manager.

Abstract translation: 提供了一种用于优化联络中心通信管理员代理登录的代理登录优化系统。 代理登录优化系统包括用于监视联络中心中的多个通信管理器处的预定活动的监视模块。 监视包括监视多个通信管理器处的呼叫流量和监视代理的登录请求。 代理登录优化系统还包括确定模块，该确定模块被配置为基于对登录代理的监视从多个通信管理器确定合适的通信管理器。 代理登录优化系统还包括用于将代理记录到合适的通信管理器中的代理登录模块。

公开(公告)号：US11816688B2

公开(公告)日：2023-11-14

申请号：US14245855

申请日：2014-04-04

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  James Hickey

IPC: G06Q30/0203

CPC classification number: G06Q30/0203

Abstract: In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.

公开(公告)号：US09491295B2

公开(公告)日：2016-11-08

申请号：US14674560

申请日：2015-03-31

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm

IPC: H04M3/00 ,  H04M5/00 ,  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：US20150215464A1

公开(公告)日：2015-07-30

申请号：US14302779

申请日：2014-06-12

Applicant: Avaya Inc.

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

IPC: H04M3/523

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.

Abstract translation: 用于计算主叫方到呼叫中心的预期等待时间的系统和方法，所述方法包括：由监视器电路监视当前通信会话的内容; 估计监控通信会话的进展点; 将进展点与历史统计进行比较; 由处理器计算本通信会话剩余部分的持续时间的投影; 以及通过通信电路提供基于当前通信会话剩余部分的持续时间的预测的预期等待时间（EWT）。 实施例可以包括用于记录呼叫进程的语音搜索处理。 语音搜索过程可以通知，诊断或监视呼叫。 语音搜索过程可以通知主管进度，必要时采取行动。 语音搜索过程可以动态地触发其他过程并且基于历史数据构造简档。

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：US20150215365A1

公开(公告)日：2015-07-30

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：US20150170152A1

公开(公告)日：2015-06-18

申请号：US14104471

申请日：2013-12-12

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Reinhard P. Klemm ,  David Skiba

IPC: G06Q30/00 ,  H04L12/58 ,  G06Q50/00

CPC classification number: G06Q30/016 ,  G06Q50/01 ,  H04L51/32

Abstract: A contact center system can receive messages from social media sites or centers. The messages may include a problem encountered by a customer. The system can review messages to identify the problem and any solution provided in the social media. The system may then automatically retrieve, store, and repurpose the solution. Thus, the system uses the discovered solution to respond to future occurrences of the problem.

Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 消息可能包括客户遇到的问题。 系统可以查看消息以识别问题以及社交媒体中提供的任何解决方案。 然后，系统可以自动检索，存储和重新使用解决方案。 因此，系统使用发现的解决方案来应对未来出现的问题。

公开(公告)号：US20150133092A1

公开(公告)日：2015-05-14

申请号：US14078671

申请日：2013-11-13

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Oliver Daniels ,  Thomas Moran

IPC: 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：US08948369B2

公开(公告)日：2015-02-03

申请号：US13925024

申请日：2013-06-24

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5175 ,  H04M3/523 ,  H04M2203/401

Abstract: A method and system for improving performance within a contact center are provided. The method includes monitoring one or more Key Performance Indicators (KPIs) corresponding to the contact center having one or more agents associated thereto. The method further includes determining a weighted sum of the KPIs based on a weight assigned to each key performance indicator. Further, the method includes modifying one or more parameters within the contact center to improve the weighted sum of the KPIs when the weighted sum of the KPIs crosses beyond a threshold level.

Abstract translation: 提供了一种用于提高联络中心内的性能的方法和系统。 该方法包括监视与具有与其相关联的一个或多个代理的联络中心对应的一个或多个关键绩效指标（KPI）。 该方法还包括基于分配给每个关键性能指标的权重来确定KPI的加权和。 此外，该方法包括修改联络中心内的一个或多个参数，以便当KPI的加权和跨越超过阈值水平时改善KPI的加权和。

公开(公告)号：US20130170637A1

公开(公告)日：2013-07-04

申请号：US13789160

申请日：2013-03-07

Applicant: AVAYA INC.

Inventor： Reinhard P. Klemm ,  Shmuel Shaffer

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  G06Q10/00 ,  G06Q30/016

Abstract: A system for providing customized customer service interaction between a user and an enterprise is disclosed. The system includes a badge and a badge reader. The badge is installed at a user device, and the badge reader is installed at the enterprise. The badge is configured to generate an access key for a customer's social network account based on a customer's work request to the enterprise. The badge reader is configured to retrieve user data as permitted by the associated access key from the badge, and route a work request of the user to a suitable agent of the enterprise based on the user data.

Abstract translation: 公开了一种用于在用户和企业之间提供定制的客户服务交互的系统。 系统包括徽章和徽章阅读器。 徽章安装在用户设备上，徽章阅读器安装在企业中。 该徽章被配置为基于客户对企业的工作请求为客户的社交网络帐户生成访问密钥。 徽章读取器被配置为从徽章检索由相关联的访问密钥允许的用户数据，并且基于用户数据将用户的工作请求路由到企业的合适代理。