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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
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.
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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
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.
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33.发明授权Method and system for determining occupancy of resources in a multimodal contact center 有权确定多式联络中心资源占用的方法和系统公开(公告)号：US09591134B2
公开(公告)日：2017-03-07
申请号：US14278690
申请日：2014-05-15
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Robert C. Steiner , John McGreevy , Tony McCormack
CPC classification number: H04M3/51 , G06F17/3053 , G06F17/30864 , G06Q10/063114 , H04M3/5175 , H04M3/5183
Abstract: A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.
Abstract translation: 提供一种用于确定多模式联络中心中的代理人的占用的方法和系统。 该方法包括由处理器监视由代理同时处理的多个多模式联系人。 对于多个多模式触点的每个触点，可以确定触点的媒体能力，并且可以确定基于媒体能力和代理的一个或多个参数。 基于用于多个多模式接触中的每一个的一个或多个参数的代理的多式联运占用得分。
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公开(公告)号：US20160150085A1
公开(公告)日：2016-05-26
申请号：US14552729
申请日：2014-11-25
Applicant: Avaya Inc.
Inventor： Tony McCormack , Neil O'Connor , Martin McDonnell , Ciaran Agnew
IPC: H04M3/523
CPC classification number: H04M3/5232
Abstract: A computing system for managing a plurality of resources in an enterprise is disclosed. The computing system includes a monitoring one or more attributes of at least one communication session between at least one customer and at least one resource of the plurality of resources. The system further includes a database for storing the one or more monitored attributes. The system further includes a computing module for computing a contact time parameter for each of the at least one resource of the plurality of resources based on the one or more stored attributes. The system further includes an agent selection module for selecting at least one resource from the plurality of resources based on the computed contact time parameter. The system further includes a routing module for routing the at least one communication session to the at least one selected resource.
Abstract translation: 公开了一种用于管理企业中的多个资源的计算系统。 计算系统包括监视至少一个客户与多个资源中的至少一个资源之间的至少一个通信会话的一个或多个属性。 系统还包括用于存储一个或多个被监控属性的数据库。 所述系统还包括计算模块，用于基于所述一个或多个存储的属性来计算所述多个资源中的所述至少一个资源中的每一个的联系时间参数。 该系统还包括代理选择模块，用于基于所计算的联系时间参数从多个资源中选择至少一个资源。 所述系统还包括用于将所述至少一个通信会话路由到所述至少一个所选资源的路由模块。
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公开(公告)号：US20160150084A1
公开(公告)日：2016-05-26
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: H04M3/523
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.
Abstract translation: 公开了一种用于管理企业中的一个或多个通信会话的多个资源的计算系统。 计算系统包括用于监视至少一个通信会话的一个或多个参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 该系统还包括一个计算模块，用于基于所存储的参数来计算多个资源中的每一个的多重值。 所述系统还包括分配模块，用于基于所计算的多重值将所述至少一个通信会话分配给所述多个资源中的至少一个资源。
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Patent Agency Ranking
公开(公告)号：US20160036975A1
公开(公告)日：2016-02-04
申请号：US14450644
申请日：2014-08-04
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Tony McCormack , John H. Yoakum
IPC: H04M3/51
CPC classification number: H04M3/5141 , H04M3/5191
Abstract: A contact manager system for generating an agent's script is disclosed. The contact manager system includes a monitoring module configured to determine one or more browsing activities and related context information of at least one customer. The contact manager system further includes a script generation module configured to generate the at least one agent script based on the one or more determined browsing activities. The contact manager system further includes a display module configured to display the at least one agent script to one or more agents. The contact manager system further includes a verification module configured to validate the agent's script.
Abstract translation: 公开了一种用于生成代理脚本的联系人管理器系统。 所述联系人管理器系统包括被配置为确定至少一个顾客的一个或多个浏览活动和相关上下文信息的监视模块。 所述联系人管理器系统还包括脚本生成模块，其被配置为基于所述一个或多个确定的浏览活动来生成所述至少一个代理脚本。 联系人管理器系统还包括被配置为将至少一个代理脚本显示给一个或多个代理的显示模块。 所述联系人管理器系统还包括验证模块，所述验证模块被配置为验证所述代理的脚本。
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公开(公告)号：US20160006871A1
公开(公告)日：2016-01-07
申请号：US14323432
申请日：2014-07-03
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Tony McCormack , Yvonne Aherne
CPC classification number: H04M3/5175 , H04M3/5233 , H04M3/5235
Abstract: A call manager system for managing resource allocation for a call in an enterprise is disclosed. The call manager system includes a monitoring module configured to monitor one or more parameters of the call, wherein each parameter of the one or more parameters comprises a parameter value. The call manager system further includes a computing module configured to generate a justification value based on the parameter value of the monitored parameters. The call manager system further includes an allocating module configured to allocate one or more resources to the call based on the justification value. The call manager system further includes a display module configured to display one or more visual representations for a current status of the parameter values of the monitored parameters.
Abstract translation: 公开了一种用于管理企业中的呼叫的资源分配的呼叫管理系统。 呼叫管理器系统包括被配置为监视呼叫的一个或多个参数的监视模块，其中一个或多个参数的每个参数包括参数值。 呼叫管理系统还包括计算模块，该计算模块被配置为基于所监视的参数的参数值生成调整值。 呼叫管理系统还包括分配模块，配置为基于对齐值向呼叫分配一个或多个资源。 呼叫管理系统还包括显示模块，该显示模块被配置为显示所监视参数的参数值的当前状态的一个或多个视觉表示。
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公开(公告)号：US09178998B2
公开(公告)日：2015-11-03
申请号：US13795392
申请日：2013-03-12
Applicant: Avaya Inc.
Inventor： Neil O'Connor
CPC classification number: H04M3/5175 , H04M1/656 , H04M3/42221 , H04M3/5191
Abstract: A call recording system for recording WebRTC calls between a user and an agent of an enterprise is provided. The call recording system includes a monitor module for monitoring and detecting at least one request to establish WebRTC call with an agent of the enterprise. The call recording system includes a fork module for forking media streams associated with the at least one WebRTC call. The call recording system further includes a record module for recording the forked media streams to record the at least one WebRTC call. The call recording system further includes a barge module for enabling a supervisor to barge into the at least one WebRTC call.
Abstract translation: 提供了一种用于在用户和企业的代理之间记录WebRTC呼叫的呼叫记录系统。 呼叫记录系统包括监视器模块，用于监视和检测至少一个与企业代理建立WebRTC呼叫的请求。 呼叫记录系统包括用于分支与至少一个WebRTC呼叫相关联的媒体流的分支模块。 呼叫记录系统还包括用于记录分叉的媒体流以记录至少一个WebRTC呼叫的记录模块。 呼叫记录系统还包括用于使主管能够进入至少一个WebRTC呼叫的驳船模块。
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39.发明申请SYSTEMS AND METHODS FOR MONITORING AND PRIORITIZING METRICS WITH DYNAMIC WORK ISSUE REASSIGNMENT 有权用动态工作重新评估监测和优先度量的系统和方法公开(公告)号：US20150195405A1
公开(公告)日：2015-07-09
申请号：US14150060
申请日：2014-01-08
Applicant: Avaya Inc.
Inventor： Tony McCormack , Neil O'Connor , Paul D'Arcy , David McGlynn
CPC classification number: H04M3/5175 , G06Q10/06393 , G06Q10/06398
Abstract: A metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.
Abstract translation: 披露了一个用于管理联络中心的关键绩效指标（KPI）的指标优化系统。 指标优化系统包括监视模块，该监视模块被配置为监视代理和工作项目的KPI。 度量优化系统还包括排列模块，其被配置为基于预定规则对所监视的KPI进行排序。 度量优化系统还包括显示模块，该显示模块被配置为基于所监视的KPI的等级从多个主管向第一主管显示KPI。 度量优化系统还包括分析模块，其被配置为分析第一主管的性能以改善所显示的KPI。 度量优化系统还包括分配模块，其被配置为基于第一主管的表现将显示的KPI分配给第二主管。
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40.发明申请SYSTEM AND METHOD FOR AUTOMATED OPTIMIZATION OF OPERATIONS IN A CONTACT CENTER 审中-公开用于自动优化联络中心操作的系统和方法公开(公告)号：US20150178660A1
公开(公告)日：2015-06-25
申请号：US14133898
申请日：2013-12-19
Applicant: Avaya Inc.
Inventor： Dawid Nowak , Neil O'Connor , Joseph Smyth
IPC: G06Q10/06
CPC classification number: G06Q10/06398
Abstract: A skill finding system for automated administration of employee's skills in an enterprise is provided. The skill finding system includes a selection module configured to select at least one employee of the enterprise for skill mutation from an employee database. The skill finding system further includes a mutation module configured to mutate at least one attribute of skill of the selected at least one employee based on predefined mutation rules. The skill finding system further includes an update module configured to terminate or retain the mutated at least one attribute of skill from the employee database based on at least one performance feedback of the selected employee and level of mutation in the selected employee's at least one attribute of skill.
Abstract translation: 提供了企业自动管理员工技能的技能查找系统。 技能查找系统包括选择模块，其被配置为从雇员数据库中选择企业的至少一名雇员进行技能突变。 技能查找系统还包括突变模块，其被配置为基于预定义的突变规则来突变所选择的至少一个雇员的技能的至少一个属性。 所述技能查找系统还包括更新模块，所述更新模块被配置为基于所选择的雇员的所述至少一个性能反馈和所选择的雇员的至少一个属性中的突变级别终止或保留来自所述雇员数据库的所述突变的至少一个技能属性 技能。
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