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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
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。
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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。
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公开(公告)号：US11461717B2
公开(公告)日：2022-10-04
申请号：US14804986
申请日：2015-07-21
Applicant: Avaya Inc.
Inventor： Tony McCormack , John H. Yoakum , Joe Smyth
Abstract: A device, system, and method determines a prioritized location for an automated vehicle to move. The method performed at a contact center includes performing a transaction between an electronic device and the contact center, the transaction including at least one correspondence. The method includes determining location data corresponding to the electronic device, the location data being a location of the electronic device. The method includes determining prioritized location data based upon the location data and further related data, the further related data being at least one of an analysis of the at least one correspondence, internal information of the contact center, and external information available to the contact center. The method includes transmitting the prioritized location data to an unmanned, automated vehicle (UAV), the UAV configured to automatically move to a predetermined location based upon the prioritized location data.
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公开(公告)号：US11283924B2
公开(公告)日：2022-03-22
申请号：US14486001
申请日：2014-09-15
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Tony McCormack , John H. Yoakum
IPC: G06F16/2457 , G06F16/242 , G06F16/335 , G06F16/9032 , H04M3/51 , H04M3/523 , H04L67/50 , G06Q10/10 , G06F16/2453 , G06F16/2455 , H04L67/02 , H04L67/306 , H04L67/14
Abstract: Contact manager computer system and method to dynamically generate an aggregated context information, including: a monitoring module configured: to monitor a communication session with a customer; to determine one or more communication contexts of the customer; to determine one or more communication contexts of an agent assisting the customer; to obtain customer context information from the one or more determined communication contexts of the customer; to obtain agent context information from the one or more determined communication contexts of the agent; a processor coupled to a memory, the memory configured to store context information under control of the processor; an aggregated context information generation module to generate the aggregated context information from the obtained customer context information and the obtained agent context information; an inference module to create an inference from the aggregated context information; and a display module to display a result of the inference to an agent.
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公开(公告)号：US10469662B2
公开(公告)日：2019-11-05
申请号：US14299153
申请日：2014-06-09
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Tony McCormack
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.
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Patent Agency Ranking
公开(公告)号：US10382628B2
公开(公告)日：2019-08-13
申请号：US14294562
申请日：2014-06-03
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Robert C. Steiner , Tony McCormack , John McGreevy
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.
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公开(公告)号：US20190141185A1
公开(公告)日：2019-05-09
申请号：US16238210
申请日：2019-01-02
Applicant: Avaya Inc.
Inventor： Jeffrey D. Hodson , John H. Yoakum , Tony McCormack
Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.
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公开(公告)号：US10218841B2
公开(公告)日：2019-02-26
申请号：US14755856
申请日：2015-06-30
Applicant: Avaya Inc.
Inventor： Jeffrey D. Hodson , John H. Yoakum , Tony McCormack
Abstract: Microphone monitoring and analytics are provided. An initiation of a new contact session is determined that includes a communication interaction between a contact center agent (CCA) having a microphone and a contacting individual (CI). Prior to an end of the new contact session, a non-audio mode wherein audio signals received by the microphone are not communicated to the CI is determined. Audio signals received via the microphone during the non-audio mode are analyzed. An utterance spoken by the CCA is identified. Contact session metadata is generated based on the utterance. A contact session record that includes the contact session metadata is generated. The contact session record is stored.
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公开(公告)号：US10154391B2
公开(公告)日：2018-12-11
申请号：US14809734
申请日：2015-07-27
Applicant: Avaya Inc.
Inventor： John H. Yoakum , Tony McCormack
IPC: G04G21/06 , H04W4/02 , H04B1/3827 , H04W52/02 , G04G21/08 , G08B25/01 , H04W4/22 , G10L15/22 , H04W4/90 , H04M1/725
Abstract: Methods and apparatuses for covert transmission of an assistance request message from a wearable computing device are disclosed. In one embodiment, a wearable computing device receives a covert input and transmits a corresponding assistance request message without presenting an indication that such a request message is being, or has been, transmitted. Thus, a user in an emergency situation, which may worsen if a corresponding perpetrator detects a call for emergency assistance, can use the wearable computer device to send an assistance request message in a covert manner.
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40.发明授权公开(公告)号：US09912814B2
公开(公告)日：2018-03-06
申请号：US14751988
申请日：2015-06-26
Applicant: Avaya Inc.
Inventor： John H. Yoakum , Tony McCormack
CPC classification number: H04M3/5175 , G06Q10/06398 , G08B5/36
Abstract: A wearable computing device. The wearable computing device includes a wireless communications interface and a processor device coupled to the wireless communications interface. The processor device is configured to monitor a personal performance activity of a wearer of the wearable computing device. The processor device is further configured to receive, via the wireless communications interface, a business performance metric alert that indicates that a business performance metric quantifier that quantifies a business performance metric of an individual is an undesirable value. The processor device is further configured to signal a wearer of the wearable computing device that the wearable computing device has received the business performance metric alert.
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