公开(公告)号：US20140270137A1

公开(公告)日：2014-09-18

申请号：US13837272

申请日：2013-03-15

Applicant: AVAYA INC.

Inventor： Robert C. Steiner ,  Marc A. Geist

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information about the event in a buffer associated with the contact center entity, the information stored in the buffer describing how the new decision affected the contact center entity.

Abstract translation: 公开了事件记录和分析系统和方法。 事件记录和分析系统被描述为被配置为分析由联络中心中的工作分配引擎做出的决定，将决策映射到联络中心实体的一个或多个事件，以及将关于事件的信息存储在与 联络中心实体，存储在缓冲区中的信息描述新决定如何影响联络中心实体。

公开(公告)号：US20140161248A1

公开(公告)日：2014-06-12

申请号：US14181111

申请日：2014-02-14

Applicant: AVAYA INC.

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

IPC: H04M3/523

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：US20140081689A1

公开(公告)日：2014-03-20

申请号：US13623763

申请日：2012-09-20

Applicant: AVAYA INC.

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

IPC: G06Q10/06

CPC classification number: G06Q10/06

Abstract: A contact center is described along with various methods and mechanisms for administering the same. In particular, work assignment methods are disclosed that are configured to utilize multiple selection mechanisms in determining an optimal work assignment. By analyzing data relating to agent selection, queue information, and state information, of one or more contact centers, a work item may be efficiently assigned to achieve a work item optimal solution. In some cases, the optimal solution for a work item may be contrary to an optimal solution for a particular contact center. However, the primary goal of efficiently handling the work item via one or more resources can be achieved by merging selection mechanisms and intelligently assigning work items on a system-wide basis.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 特别地，公开了被配置为在确定最佳工作分配中利用多个选择机制的工作分配方法。 通过分析与一个或多个联络中心的代理选择，队列信息和状态信息相关的数据，可以有效地分配工作项以实现工作项最优解。 在某些情况下，工作项目的最佳解决方案可能与特定联络中心的最佳解决方案相反。 然而，可以通过合并选择机制并且在全系统的基础上智能地分配工作项来实现通过一个或多个资源有效地处理工作项目的主要目标。

公开(公告)号：US20140079193A1

公开(公告)日：2014-03-20

申请号：US13622550

申请日：2012-09-19

Applicant: AVAYA INC.

Inventor： Robert C. Steiner

IPC: H04M1/64

CPC classification number: H04M3/5166

Abstract: A contact center is described along with various methods and mechanisms for administering the same. In general, methods and mechanisms are disclosed that are configured to provide interactive voice response (IVR) functionality as one or more distributed resources capable of being assigned work items via a work assignment engine. Assigning work items may be performed via the work assignment engine running an IVR script. This IVR script may be configured to determine information associated with a work item such that an efficient work assignment can be made. In some cases, business rules and the information associated with the work item can affect the work assignment.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 通常，公开了被配置为提供交互式语音响应（IVR）功能作为能够经由工作分配引擎分配工作项的一个或多个分布式资源的方法和机制。 分配工作项目可以通过运行IVR脚本的工作分配引擎执行。 该IVR脚本可以被配置为确定与工作项相关联的信息，使得可以进行有效的工作分配。 在某些情况下，业务规则和与工作项相关联的信息可能会影响工作分配。

公开(公告)号：US10592217B2

公开(公告)日：2020-03-17

申请号：US14050604

申请日：2013-10-10

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: G06F8/41 ,  G06F11/14

Abstract: Methods and systems are provided that utilize compiler technology in identifying changed critical variables in work assignment code that cause synchronization issues between a master system and another server. The identified changed critical variables are shared by the master server in a high availability environment. In general, the sharing of changed critical variables includes sending, via a master system, changed code or critical variables to a receiving system. The receiving system can implement the changed code or critical variables to maintain synchronization with the master system.

公开(公告)号：US09930179B2

公开(公告)日：2018-03-27

申请号：US14290654

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

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

CPC classification number: H04M3/5232 ,  G06Q30/016 ,  H04M3/493

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. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.

公开(公告)号：US09813557B2

公开(公告)日：2017-11-07

申请号：US13963843

申请日：2013-08-09

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5233

Abstract: A contact center, methods, and mechanisms are provided for assigning work items to resources using attributes that conditionally expand a selectable pool of resources. The work item is first analyzed for any required, preferred, and conditional attributes and then queued in multiple resource attribute sets for work assignment. Work items are assigned to resources by considering a match between the analyzed attributes of a work item and a resource while observing alternative assignment conditions. When met, the alternative assignment conditions cause the work item to be queued in additional resource attribute sets thereby expanding the pool of selectable resources. Once assigned, the work item may be removed from queues not selected in the work assignment.

公开(公告)号：US09571644B2

公开(公告)日：2017-02-14

申请号：US14085672

申请日：2013-11-20

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/493 ,  G06Q30/00 ,  H04M3/51

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：US09569751B2

公开(公告)日：2017-02-14

申请号：US14290650

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/00 ,  G06Q10/10 ,  G06F7/00

CPC classification number: G06Q10/10

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. Also included in the graph database is an attribute tree that enables a work assignment engine in the contact center to make proximity-based work assignment decisions.

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。 图形数据库中还包括一个属性树，它使联络中心的工作分配引擎能够进行基于邻近的工作分配决策。

公开(公告)号：US20160381224A1

公开(公告)日：2016-12-29

申请号：US15262994

申请日：2016-09-12

Applicant: Avaya Inc.

Inventor： Andrew D. Flockhart ,  Robert C. Steiner

IPC: H04M3/523 ,  H04M3/51

Abstract: A queueless 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, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.

Abstract translation: 描述了一个无责任的接触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除其他外，实现真正的一对一匹配的能力。 还提供了解决方案，用于管理无责任联络中心使用的数据结构。 此外，提出了用于为无状态联络中心生成传统的基于队列的性能视图和度量的机制，以帮助促进从传统的基于队列的联络中心到本文所述的下一代联络中心的平滑过渡。