公开(公告)号：US20150350432A1

公开(公告)日：2015-12-03

申请号：US14290652

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: G06Q10/06311

Abstract: A mechanism for avoidance of one or more resources for work assignment based on nodes and relationships within an attribute tree of a graph based contact center is described along with various methods and mechanisms for administering the same. Avoidance methods are disclosed that allow an administrator to set up a graph database operable to automatically block work assignment to certain resources based on set rules and conditions. The graph database is additionally designed as a learning system that can adapt and respond to changing rules and conditions over time, including historically successful and unsuccessful interactions, attribute changes for customers and agents, and changes in desired results. Agent matching and customer satisfaction are improved with the avoidance of inappropriate or undesirable resources.

Abstract translation: 描述了基于图形的联系中心的基于节点和关系的用于避免用于工作分配的一个或多个资源的机制，以及用于管理它的各种方法和机制。 公开了避免方法，其允许管理员设置图形数据库，其可操作以基于设置的规则和条件自动阻止对某些资源的工作分配。 图形数据库被额外地设计为可以随时间适应和响应不断变化的规则和条件的学习系统，包括历史上成功和不成功的交互，客户和代理的属性更改以及期望结果的变化。 改善代理匹配和客户满意度，避免不适当或不合需要的资源。

公开(公告)号：US20150334233A1

公开(公告)日：2015-11-19

申请号：US14278690

申请日：2014-05-15

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Robert C. Steiner ,  John McGreevy ,  Tony McCormack

IPC: H04M3/51 ,  G06F17/30

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。

公开(公告)号：US09154626B2

公开(公告)日：2015-10-06

申请号：US13836038

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： Gene Masaru Uba ,  Michael Alan Bland ,  Robert C. Steiner

IPC: H04M3/523 ,  H04M3/51 ,  H04M3/58

CPC classification number: H04M3/5233 ,  H04M3/5175

Abstract: A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.

Abstract translation: 一种微处理器可执行资源监视器，其可操作以确定已经分配了较不熟练和/或合格的资源来服务工作项目或正在服务于工作项目，其中存在更熟练和/或合格的资源，但目前不可用于为 工作项目，监视由较不合格的资源提供给工作项目的服务级别和/或与工作项目相关联的客户的至少一个服务，以及用于服务工作项目的更熟练和/或合格的资源的可用性， 并且响应于监视步骤和在工作项目被服务期间，将工作项目转移到更熟练和/或合格的资源进行维修。

公开(公告)号：US20150074170A1

公开(公告)日：2015-03-12

申请号：US14023270

申请日：2013-09-10

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Katherine A. Sobus

IPC: H04L12/24

CPC classification number: H04M3/5232 ,  G06Q10/06 ,  G06Q10/0631 ,  G06Q10/107 ,  H04M2201/14 ,  H04M2203/402

Abstract: A transaction is received in a contact center. The transaction can be an email, an incoming call, an outgoing call, a video call, a text message, and/or the like. A best agent is determined to handle the transaction. A time is determined for the best agent to handle the transaction. The time can be based on a projected time that the agent will be able to handle the transaction, based on a callback time or any criteria. A schedule of the best agent is searched. The schedule of the best agent contains a movable event. A movable event can be any event that can be rescheduled, such as a break. When it is determined that the time for the best agent to handle the transaction is during and/or close to the movable event, the movable event is rescheduled to allow the best agent to handle the transaction.

Abstract translation: 在联络中心收到交易。 交易可以是电子邮件，来电，去电，视频通话，短信等。 决定处理交易的最佳代理人。 确定最佳代理人处理交易的时间。 该时间可以基于代理人将能够基于回调时间或任何标准来处理该事务的预计时间。 搜索最佳代理的时间表。 最佳代理的时间表包含一个可移动的事件。 可移动事件可以是可重新安排的任何事件，例如休息。 当确定最佳代理人处理交易的时间在可移动事件期间和/或接近可移动事件时，重新安排可移动事件以允许最佳代理人处理交易。

公开(公告)号：US20150043726A1

公开(公告)日：2015-02-12

申请号：US13963843

申请日：2013-08-09

Applicant: Avaya Inc

Inventor： Robert C. Steiner

IPC: 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.

Abstract translation: 提供联络中心，方法和机制，用于使用有条件地扩展可选资源池的属性将工作项目分配给资源。 首先对工作项目进行任何必需的，优选的和条件的属性分析，然后排队在多个资源属性集中进行工作分配。 通过考虑工作项目的分析属性和资源之间的匹配，同时观察替代分配条件，将工作项目分配给资源。 当满足时，替代分配条件导致工作项目在其他资源属性集中排队，从而扩展可选资源池。 一旦分配，工作项可以从工作任务中未选择的队列中删除。

公开(公告)号：US20150006216A1

公开(公告)日：2015-01-01

申请号：US13930652

申请日：2013-06-28

Applicant: Avaya Inc.

Inventor： Gene Uba ,  Robert C. Steiner

IPC: G06Q10/10

CPC classification number: G06Q10/1093

Abstract: A contact center is provided with the ability to efficiently and effectively execute strategy rules by referencing and comparing schedules of contact center entities. The contact center includes a scheduling module configured to convert a textual calendar description of an entity into rich calendar information for that entity. The rich calendar information may include one or more values that define or describe an event type in the entity's textual calendar description and the one or more values may further be used in connection with making work item routing decisions in the contact center.

Abstract translation: 通过参考和比较联络中心实体的时间表，联络中心具有有效和有效地执行策略规则的能力。 该联络中心包括调度模块，该调度模块被配置为将该实体的文本日历描述转换为该实体的丰富日历信息。 富日历信息可以包括定义或描述实体的文本日历描述中的事件类型的一个或多个值，并且一个或多个值可以进一步用于在联络中心中进行工作项路由决定。

公开(公告)号：US20140226810A1

公开(公告)日：2014-08-14

申请号：US13764504

申请日：2013-02-11

Applicant: AVAYA INC.

Inventor： Robert C. Steiner ,  Gene Uba

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5238 ,  H04M2203/402 ,  H04M2203/404

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, mark a work item as interruptible. The work item may receive an interruptible marking when the work item is assigned to an adequately-matched agent rather than a well-matched. Processing of the work item by the adequately-matched agent may be interrupted if the well-matched agent becomes available prior to the work item being completed by the adequately-matched agent.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了将工作项标记为可中断的能力。 当工作项目分配给适当匹配的代理而不是匹配良好时，工作项可能会收到中断标记。 如果在匹配良好的代理人完成工作项目之前，如果匹配良好的代理人可用，则可以中断由适当匹配的代理进行的工作项目的处理。

公开(公告)号：US20140223436A1

公开(公告)日：2014-08-07

申请号：US13758704

申请日：2013-02-04

Applicant: AVAYA INC.

Inventor： Robert C. Steiner

IPC: G06F9/46

CPC classification number: G06F9/4843

Abstract: A contact center is described along with various methods and mechanisms for administering the same. Work assignment methods are disclosed that place tasks in bins by time intervals and are processed within a delta queue ring buffer. The delta queue ring buffer can assign the tasks by seconds and order tasks by interval for efficient handling, and then loop around to use the same bins. By using fixed intervals and a moving queue pointer, the scheduling delta queue solution allows for fast selection of the queue to insert and fast processing of the queues on timeout. The scheduling delta queue solution allows for the processing of at least, but not limited to one million tasks with only memory as a constraint.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 公开了工作分配方法，其中按时间间隔将任务置于仓中，并在增量队列环形缓冲区内处理。 增量队列环缓冲区可以按秒分配任务，并按时间间隔排序任务以进行有效的处理，然后循环使用相同的bin。 通过使用固定间隔和移动队列指针，调度增量队列解决方案允许快速选择队列以在超时时插入队列和快速处理队列。 调度增量队列解决方案允许至少处理至少但不限于一百万个任务，只有存储器作为约束。

公开(公告)号：US20140079210A1

公开(公告)日：2014-03-20

申请号：US13623255

申请日：2012-09-20

Applicant: AVAYA INC.

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

IPC: H04M3/00

CPC classification number: H04M3/5233 ,  H04M3/5238

Abstract: A contact center which provides the ability to, among other things, support deferring work assignment decisions while simultaneously assessing the risks associated with such a deferred decision. The intelligent deferment of work assignment decisions helps to achieve better matching without losing the opportunity to timely assign work to an agent.

Abstract translation: 提供能力的联络中心，除其他外，支持推迟工作分配决定，同时评估与此类延迟决定相关的风险。 工作分配决策的智能推迟有助于实现更好的匹配，而不会失去及时将工作分配给代理的机会。

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

IPC: H04M3/00 ,  H04M3/523

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.