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：US20190208062A1

公开(公告)日：2019-07-04

申请号：US16351603

申请日：2019-03-13

Applicant: Avaya Inc.

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

IPC: H04M3/523 ,  G10L15/18

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.

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：US09455930B2

公开(公告)日：2016-09-27

申请号：US14305079

申请日：2014-06-16

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Paul D'Arcy ,  John French

IPC: G06F15/16 ,  H04L12/911 ,  H04L12/24 ,  H04L12/26

CPC classification number: H04L47/70 ,  H04L41/0896 ,  H04L41/5051 ,  H04L43/0817

Abstract: A resource allocation system of an enterprise is disclosed for allocating resources for a work request in an enterprise. The resource allocation system includes a monitor module configured to monitor the work request and availability of the resources in the enterprise, wherein the work request is characterized by one or more attributes. The resource allocation system further includes a resource matching module configured to match the attributes of the work request with the resources to determine one or more first type and second type of resources. The resource allocation system further includes an assignment module configured to assign the first type of resources to the work request while the second type of resources are unavailable, and re-assign the second type of resources to the work request when the second type of resources become available.

Abstract translation: 公开了企业的资源分配系统，用于为企业中的工作请求分配资源。 所述资源分配系统包括监视器模块，所述监视器模块被配置为监视所述企业中的所述工作请求和所述资源的可用性，其中所述工作请求由一个或多个属性表征。 资源分配系统还包括资源匹配模块，其被配置为将工作请求的属性与资源匹配以确定一个或多个第一类型和第二类型的资源。 所述资源分配系统还包括分配模块，所述分配模块被配置为在所述第二类型的资源不可用的情况下将所述第一类型的资源分配给所述工作请求，并且当所述第二类型的资源成为时，将所述第二类型的资源重新分配给所述工作请求 可用。

公开(公告)号：US09172810B2

公开(公告)日：2015-10-27

申请号：US13928575

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Siobhán Dervan ,  Paul D'Arcy

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/2038

Abstract: An Estimated Wait Time (EWT) computing system for computing estimated wait time for customers in a contact center is provided. The EWT computing system includes an analysis module for analyzing each incoming contact to determine attributes corresponding to the incoming contact. The EWT computing system further includes a categorization module for categorizing the incoming contact based on the determined attributes and a past history of the incoming contact or similar contacts. The EWT computing system further includes a computing module for computing an estimated wait time for the incoming contact based on a category of the incoming contact and availability of suitable agents for handling the incoming contact. The EWT computing system further includes a reporting module for reporting the estimated wait time to the incoming contact.

Abstract translation: 提供了一个用于计算联络中心客户估计等待时间的估计等待时间（EWT）计算系统。 EWT计算系统包括分析模块，用于分析每个传入的联系人以确定对应于传入联系人的属性。 EWT计算系统还包括分类模块，用于基于所确定的属性以及传入联系人或类似联系人的过去历史对入局联系人进行分类。 EWT计算系统还包括计算模块，用于基于进入联系人的类别和用于处理传入联系人的合适代理的可用性来计算传入联系人的估计等待时间。 EWT计算系统还包括报告模块，用于报告传入联系人的估计等待时间。

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。

公开(公告)号：US20200045092A1

公开(公告)日：2020-02-06

申请号：US16599185

申请日：2019-10-11

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  John H. Yoakum ,  Paul D'Arcy

IPC: H04L29/06 ,  H04M3/523 ,  H04M3/51 ,  H04L29/08 ,  H04L12/58 ,  H04M7/00 ,  H04M3/42

Abstract: Providing automated progress updates in a contact center including detecting an activity by a resource of the contact center related to a customer interaction occurring via a customer communications channel between the resource and a customer. The activity comprises an interaction between the resource and one or more additional resources associated with the contact center occurring via a second communications channel. In response to detecting the activity by the resource, a notification comprising a progress update related to the customer interaction is automatically generated. The notification is transmitted, via the customer communications channel, to a customer device associated with the customer interaction.

公开(公告)号：US09871923B2

公开(公告)日：2018-01-16

申请号：US14552596

申请日：2014-11-25

Applicant: Avaya Inc.

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

IPC: H04M3/00 ,  H04M3/523 ,  H04M5/00 ,  H04L12/66

CPC classification number: H04M3/523

Abstract: A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.