公开(公告)号：US10462297B2

公开(公告)日：2019-10-29

申请号：US14592257

申请日：2015-01-08

Applicant: Avaya Inc.

Inventor： Liam Loftus ,  Neil O'Connor ,  John McGreevy ,  Seamus Hayes

IPC: H04M3/51 ,  G06Q10/06

Abstract: A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.

公开(公告)号：US20190289130A1

公开(公告)日：2019-09-19

申请号：US16432069

申请日：2019-06-05

Applicant: Avaya Inc.

Inventor： Thomas J. Moran ,  Ronan Fox ,  Neil O'Connor ,  Paul D'Arcy ,  Liam Loftus

IPC: H04M3/51

Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.

公开(公告)号：US09621728B2

公开(公告)日：2017-04-11

申请号：US14051932

申请日：2013-10-11

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Paul D'Arcy ,  Paul Denby

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  H04M3/5166 ,  H04M3/5175

Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.

公开(公告)号：US20160364672A1

公开(公告)日：2016-12-15

申请号：US14735493

申请日：2015-06-10

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  John H. Yoakum ,  Neil O'Connor

IPC: G06Q10/06

CPC classification number: G06Q10/06393

Abstract: Mechanisms for controlling a light system are provided. A first business metric value is received that quantifies a business metric relevant to a business-related entity at a respective time. An illumination state of a plurality of different illumination states of the light system based on the first business metric value is determined. Each illumination state corresponds to an emission of a pattern of electromagnetic radiation of a plurality of different patterns of electromagnetic radiation. The light system is positioned in a location associated with the business-related entity. The light system is signaled to enter the first illumination state.

Abstract translation: 提供了一种用于控制光系统的机构。 接收到在相应时间量化与业务相关实体相关的业务度量的第一业务度量值。 确定基于第一业务度量值的光系统的多个不同照明状态的照明状态。 每个照明状态对应于多个不同图案的电磁辐射的电磁辐射图案的发射。 光系统位于与业务相关实体相关联的位置。 信号灯指示进入第一照明状态。

公开(公告)号：US20160198047A1

公开(公告)日：2016-07-07

申请号：US14590330

申请日：2015-01-06

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  John McGreevy

IPC: H04M3/51 ,  G06Q30/00

CPC classification number: H04M3/5175 ,  G06Q30/016 ,  H04M3/5141 ,  H04M3/5183 ,  H04M2203/558 ,  H04M2203/655

Abstract: A response managing system for managing at least one communication session in an enterprise is disclosed. The response managing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session between a customer and a resource, wherein the resource provides one or more responses to the customer. The response managing system further includes a database for storing the one or more monitored parameters. The response managing system further includes a processing module for processing the one or more stored parameters to determine one or more characteristics of the customer. The response managing system further includes a response preparation module for preparing one or more responses based on the one or more determined characteristics.

Abstract translation: 公开了一种用于管理企业中的至少一个通信会话的响应管理系统。 响应管理系统包括用于监视与客户和资源之间的至少一个通信会话相关联的一个或多个参数的监视模块，其中资源向客户提供一个或多个响应。 响应管理系统还包括用于存储一个或多个被监视参数的数据库。 响应管理系统还包括处理模块，用于处理一个或多个存储的参数以确定客户的一个或多个特征。 响应管理系统还包括响应准备模块，用于基于一个或多个确定的特征来准备一个或多个响应。

公开(公告)号：US20150358463A1

公开(公告)日：2015-12-10

申请号：US14299153

申请日：2014-06-09

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack

IPC: H04M3/51 ,  H04M3/493 ,  H04M3/523 ,  G06Q10/06 ,  G06Q30/00

Abstract: An automated system of an enterprise is disclosed for managing a communication session with a customer of the enterprise. The automated system includes a monitoring module configured to monitor one or more attributes associated with the communication session. The automated system further includes an analysis module configured to determine a plurality of resources required for managing the communication session based on the attributes. The automated system further includes a management module configured to manage allocation of the resources for the communication session, wherein the allocation is refined during the communication session based on the attributes.

Abstract translation: 公开了一种企业的自动化系统，用于管理与企业的客户的通信会话。 自动化系统包括被配置为监视与通信会话相关联的一个或多个属性的监视模块。 自动化系统还包括分析模块，该分析模块被配置为基于属性确定管理通信会话所需的多个资源。 自动化系统还包括管理模块，该管理模块被配置为管理用于通信会话的资源的分配，其中基于属性在通信会话期间对分配进行细化。

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：US09100481B2

公开(公告)日：2015-08-04

申请号：US13786841

申请日：2013-03-06

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Paul D'Arcy ,  Dara Geary

IPC: H04M3/51 ,  H04M3/493 ,  H04M3/523

CPC classification number: H04M3/5175 ,  H04M3/493 ,  H04M3/5234 ,  H04M2203/556

Abstract: A service level controlling system for a contact center is provided. The service level controlling system includes a monitoring module for monitoring predetermined operation statistics, such as call traffic, in the contact center. The service level controlling system further includes a publishing module for publishing pre-configured solutions to each of agents in the contact center based upon at least one of the monitored predetermined operation statistics falling outside a predetermined range. The service level controlling system further includes a controlling module for automatically bringing the at least one of the monitored predetermined operation statistics within the predetermined range based upon execution of the pre-configured solutions selected by the agents.

Abstract translation: 提供了一种用于联络中心的服务级别控制系统。 服务级别控制系统包括用于监视联络中心中的预定操作统计信息（例如呼叫业务）的监视模块。 服务级别控制系统还包括发布模块，用于基于落在预定范围之外的所监视的预定操作统计信息中的至少一个，将预配置的解决方案发布到联络中心中的每个代理。 服务水平控制系统还包括控制模块，用于基于由代理选择的预先配置的解决方案的执行，将所监视的预定操作统计信息中的至少一个自动地引导到预定范围内。

公开(公告)号：US09083806B2

公开(公告)日：2015-07-14

申请号：US13630013

申请日：2012-09-28

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor ,  Sean Burke ,  Joseph Smyth

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M2203/402 ,  H04M2203/558

Abstract: Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.

Abstract translation: 本发明的实施例提供了一种产生技能信息的系统和方法。 该方法包括检索与联络中心的代理相关的信息，其中信息包括文档和信息存储库，知识共享报告，邮件存储库以及客户，主管和同侪反馈。 该信息还可以包括来自外部来源的信息，包括社交网络。 该方法还包括从检索到的信息中确定关键字，以及生成至少一个代理的技能信息。

公开(公告)号：US20140258501A1

公开(公告)日：2014-09-11

申请号：US13786817

申请日：2013-03-06

Applicant: AVAYA INC.

Inventor： Paul D'Arcy ,  Neil O'Connor

IPC: H04L12/26

CPC classification number: G06Q10/00 ,  G06Q10/06 ,  G06Q10/06311 ,  H04L41/00 ,  H04L41/5061 ,  H04M3/5175 ,  H04M3/5233 ,  H04M2203/408

Abstract: A system for automated distribution of supervisory functions in an enterprise is provided. The system includes a monitor module configured to monitor performance of resources in the enterprise. The system further includes a skill finder module configured to find at least one skilled resource for at least one type of work request. The system further includes an assignment module configured to assign the at least one skilled resource a subset of supervisory role for the at least one type of work request.

Abstract translation: 提供了一种在企业中自动分发监督功能的系统。 该系统包括一个监视器模块，用于监视企业资源的性能。 该系统还包括技能寻找器模块，其被配置为针对至少一种类型的工作请求找到至少一个熟练的资源。 该系统还包括分配模块，其被配置为为至少一种类型的工作请求分配至少一个熟练资源的监督角色的子集。