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公开(公告)号：US20190058744A1
公开(公告)日：2019-02-21
申请号：US15679575
申请日：2017-08-17
Applicant: Avaya Inc.
Inventor： Neil O'Connor , John H. Yoakum , Paul D'Arcy
CPC classification number: H04L65/4007 , H04L51/04 , H04L51/10 , H04L51/24 , H04L51/36 , H04L65/1006 , H04L65/104 , H04L65/1043 , H04L65/1053 , H04L65/608 , H04L67/24 , H04M3/42365 , H04M3/42382 , H04M3/5141 , H04M3/5166 , H04M3/5175 , H04M3/5191 , H04M3/523 , H04M7/0036 , H04M2203/651
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：US10122859B2
公开(公告)日：2018-11-06
申请号：US14572012
申请日：2014-12-16
Applicant: Avaya Inc.
Inventor： Paul D'Arcy , Neil O'Connor , John McGreevy
Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.
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公开(公告)号：US09871835B2
公开(公告)日：2018-01-16
申请号：US14752857
申请日：2015-06-27
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Joel M. Ezell , Seamus Hayes
IPC: H04L29/06
CPC classification number: H04L65/403 , H04L65/1083 , H04L65/1089 , H04L67/02
Abstract: A computing system for managing a multi-modal communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring activities associated with the multi-modal communication session between a customer and an agent, wherein the customer and the agent communicate over a first communication modality. The system further includes an analysis module for analyzing the activities to initiate communication between the customer and the agent over a second communication modality within the multi-modal communication session, wherein the communication over the second communication modality operates along with the communication over the first communication modality. The system further includes a notification module for generating notifications for notifying information associated with the first communication modality, the second communication modality, or a combination thereof to a supervisor.
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公开(公告)号：US09699256B2
公开(公告)日：2017-07-04
申请号：US13629898
申请日：2012-09-28
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Paul D'Arcy , Tony McCormack
IPC: G06F15/173 , H04L29/08 , G06F9/54 , G06Q30/04
CPC classification number: H04L67/18 , G06F9/542 , G06Q30/04 , H04L67/1091
Abstract: A method of dynamically determining an optimal course of action for a user in an enterprise is provided. The method includes connecting a proxy to a complex event processing (CEP) engine to integrate the CEP engine with a communication framework of the enterprise, dynamically adding a user device into a communication framework of the enterprise based upon a user device location, determining contextual information related to the user from the communication framework of the enterprise, determining real time information related to the contextual information of the user from the communication framework of the enterprise, and determining an optimal course of action for the user based upon the contextual information and the real time information.
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公开(公告)号：US09525776B2
公开(公告)日：2016-12-20
申请号：US14590330
申请日：2015-01-06
Applicant: Avaya Inc.
Inventor： Tony McCormack , Neil O'Connor , John McGreevy
CPC classification number: H04M3/5175 , G06Q30/016 , H04M3/5141 , H04M3/5183 , H04M2203/558 , H04M2203/655
Abstract: A response managing system for managing at least one communication session in an enterprise is disclosed. The response managing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session between a customer and a resource, wherein the resource provides one or more responses to the customer. The response managing system further includes a database for storing the one or more monitored parameters. The response managing system further includes a processing module for processing the one or more stored parameters to determine one or more characteristics of the customer. The response managing system further includes a response preparation module for preparing one or more responses based on the one or more determined characteristics.
Abstract translation: 公开了一种用于管理企业中的至少一个通信会话的响应管理系统。 响应管理系统包括用于监视与客户和资源之间的至少一个通信会话相关联的一个或多个参数的监视模块，其中资源向客户提供一个或多个响应。 响应管理系统还包括用于存储一个或多个被监视参数的数据库。 响应管理系统还包括处理模块，用于处理一个或多个存储的参数以确定客户的一个或多个特征。 响应管理系统还包括响应准备模块，用于基于一个或多个确定的特征来准备一个或多个响应。
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Patent Agency Ranking
56.发明授权Systems and methods for monitoring and prioritizing metrics with dynamic work issue reassignment 有权通过动态工作问题重新分配来监控和优先考虑指标的系统和方法公开(公告)号：US09413890B2
公开(公告)日：2016-08-09
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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57.发明授权System and method for automated distribution of supervisory functions in a contact center 有权在联络中心自动分配监督功能的系统和方法公开(公告)号：US09373092B2
公开(公告)日：2016-06-21
申请号：US13786817
申请日：2013-03-06
Applicant: Avaya Inc.
Inventor： Paul D'Arcy , Neil O'Connor
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。
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公开(公告)号：US20160173694A1
公开(公告)日：2016-06-16
申请号：US14572012
申请日：2014-12-16
Applicant: Avaya Inc.
Inventor： Paul D'Arcy , Neil O'Connor , John McGreevy
CPC classification number: H04M3/5232 , G06Q10/063112 , G06Q30/016 , H04M3/5175 , H04M2203/402
Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.
Abstract translation: 公开了一种用于在企业中为一个或多个通信会话选择至少一个资源的资源选择计算系统。 资源选择计算系统包括用于监视来自至少一个客户的一个或与至少一个通信会话相关联的参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 该系统还包括计算模块，用于基于所存储的一个或多个参数来计算至少一个客户的至少一个连接得分与多个资源中的每一个。 所述系统还包括资源选择模块，用于基于所述至少一个计算的连接得分从所述多个资源中选择所述至少一个资源。
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59.发明申请公开(公告)号：US20150195404A1
公开(公告)日：2015-07-09
申请号：US14149182
申请日：2014-01-07
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Tony McCormack , James Bourke , Sean Corcoran
IPC: H04M3/51 , G06F3/0484 , G06F3/0486 , G06Q10/06 , G06Q40/00
CPC classification number: H04M3/5175 , G06F3/04847 , G06Q10/0637 , G06Q10/06375 , G06Q10/06393 , G06Q10/06398 , H04M2203/401 , H04M2203/402
Abstract: An optimization system for generating a visual representation of business goals in a contact center is disclosed. The optimization system includes a monitor module configured to monitor current status of the business goals of the contact center. The optimization system further includes a computing module configured to compute values of the business goals and generate the visual representation. The optimization system further includes a drag module configured to enable a user to change value of a business goal from an actual operating value to a desired operating value. The optimization system further includes a display module configured to display modification in values of associated business goals due to the change in the value of the business goal.
Abstract translation: 公开了一种用于在联络中心生成业务目标的视觉表示的优化系统。 优化系统包括一个监视器模块，用于监视联络中心业务目标的当前状态。 优化系统还包括计算模块，其被配置为计算业务目标的值并生成视觉表示。 优化系统还包括拖动模块，其被配置为使得用户能够将业务目标的价值从实际操作值改变为期望的操作值。 优化系统还包括显示模块，其被配置为由于业务目标的价值的变化来显示关联业务目标的值的修改。
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公开(公告)号：US20140096196A1
公开(公告)日：2014-04-03
申请号：US13630137
申请日：2012-09-28
Applicant: AVAYA INC.
Inventor： Neil O'Connor , Dara Geary , Tony McCormack
IPC: G06F21/00
CPC classification number: G06F21/36
Abstract: Embodiments of the present invention may enable a user of an electronic device to setup a game-based environment within the electronic device that can be used as an authentication platform to prevent access by illegitimate or unauthorized users. The communication device may include a display screen, a processor, and a memory coupled to the processor. The memory may include a database and an instruction set. The database may store pre-defined access patterns that can be used in the authentication process. Further, the instruction set may include instructions executable by the processor to monitor inputs made by a new user in the game based environment. Furthermore, the instructions executable by the processor may match the inputs of the new user with the pre-defined access patterns to check the authentication of a new user.
Abstract translation: 本发明的实施例可以使得电子设备的用户能够在电子设备内设置可以用作认证平台的基于游戏的环境，以防止非法或未经授权的用户访问。 通信设备可以包括显示屏，处理器和耦合到处理器的存储器。 存储器可以包括数据库和指令集。 数据库可以存储可以在认证过程中使用的预定义的访问模式。 此外，指令集可以包括可由处理器执行以在基于游戏的环境中监视由新用户进行的输入的指令。 此外，可由处理器执行的指令可将新用户的输入与预定义的访问模式相匹配，以检查新用户的认证。
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