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。

公开(公告)号：US20160127557A1

公开(公告)日：2016-05-05

申请号：US14533454

申请日：2014-11-05

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Joseph Smyth ,  Paul D'Arcy

IPC: H04M3/523 ,  G06F17/30

CPC classification number: H04M3/5233 ,  G06F17/30876 ,  H04M3/5175 ,  H04M2203/2038 ,  H04M2203/402

Abstract: A resource selection management computer system and method for selecting at least one agent for at least one communication session in an enterprise is disclosed. The resource selection management computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session involving the at least one agent; a database for storing the one or more monitored parameters; a computing module for computing at least one data value based on the one or more monitored parameters by using at least one fuzzy logic; a determination module for determining at least one attribute of the agent based on the at least one computed data value; and an agent selection module for selecting at least one agent based on the at least one determined attribute.

Abstract translation: 公开了一种用于在企业中为至少一个通信会话选择至少一个代理的资源选择管理计算机系统和方法。 所述资源选择管理计算机系统包括监视模块，用于监视涉及所述至少一个代理的所述至少一个通信会话的一个或多个参数; 用于存储所述一个或多个被监视参数的数据库; 计算模块，用于通过使用至少一个模糊逻辑来基于所述一个或多个监视参数来计算至少一个数据值; 确定模块，用于基于所述至少一个计算的数据值来确定所述代理的至少一个属性; 以及用于基于所述至少一个确定的属性来选择至少一个代理的代理选择模块。

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。

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

IPC: H04M3/51 ,  H04M3/523

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。

公开(公告)号：US20150350430A1

公开(公告)日：2015-12-03

申请号：US14287378

申请日：2014-05-27

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack

IPC: H04M3/51 ,  H04M3/22

CPC classification number: H04M3/5175

Abstract: A call manager for providing agent assistance in a contact center is disclosed. The call manager includes a monitoring module configured to monitor at least one conversation between a customer and an agent and to monitor one or more attributes of the agent. The call manager further includes a selection module configured to select one or more data items based on the at least one monitored conversation and the one or more monitored attributes of the agent. The call manager further includes a display module configured to display the one or more selected data items to the agent.

Abstract translation: 公开了一种在联络中心提供代理协助的呼叫经理。 呼叫管理器包括监视模块，该监视模块被配置为监视客户和代理之间的至少一个对话，并监视代理的一个或多个属性。 呼叫管理器还包括选择模块，其被配置为基于所述至少一个被监视对话和所述代理的所述一个或多个被监视的属性来选择一个或多个数据项。 呼叫管理器还包括被配置为向代理显示一个或多个所选择的数据项的显示模块。

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

IPC: H04M3/51 ,  G06Q10/06

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。

公开(公告)号：US20150103995A1

公开(公告)日：2015-04-16

申请号：US14051932

申请日：2013-10-11

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Paul D'Arcy ,  Paul Denby

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5191 ,  H04M3/5166 ,  H04M3/5175

Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.

Abstract translation: 公开了一种用于将实时代理的干预优先考虑在通信系统中的自动客户参与中的系统。 所述系统包括干预优先级模块，其被配置为基于与所述自动客户参与对应的置信因子以及与所述直播代理相对应的一个或多个实时代理属性来识别直播代理以介入通信系统中的自动客户参与。 该系统还包括一个实时代理会议模块，该实时代理会议模块被配置为使得所识别的实时代理能够介入自动客户参与。

公开(公告)号：US20150003604A1

公开(公告)日：2015-01-01

申请号：US13928575

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Siobhán Dervan ,  Paul D'Arcy

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/2038

Abstract: An Estimated Wait Time (EWT) computing system for computing estimated wait time for customers in a contact center is provided. The EWT computing system includes an analysis module for analyzing each incoming contact to determine attributes corresponding to the incoming contact. The EWT computing system further includes a categorization module for categorizing the incoming contact based on the determined attributes and a past history of the incoming contact or similar contacts. The EWT computing system further includes a computing module for computing an estimated wait time for the incoming contact based on a category of the incoming contact and availability of suitable agents for handling the incoming contact. The EWT computing system further includes a reporting module for reporting the estimated wait time to the incoming contact.

Abstract translation: 提供了一个用于计算联络中心客户估计等待时间的估计等待时间（EWT）计算系统。 EWT计算系统包括分析模块，用于分析每个传入的联系人以确定对应于传入联系人的属性。 EWT计算系统还包括分类模块，用于基于所确定的属性以及传入联系人或类似联系人的过去历史对入局联系人进行分类。 EWT计算系统还包括计算模块，用于基于进入联系人的类别和用于处理传入联系人的合适代理的可用性来计算传入联系人的估计等待时间。 EWT计算系统还包括报告模块，用于报告传入联系人的估计等待时间。

公开(公告)号：US20140376709A1

公开(公告)日：2014-12-25

申请号：US13924669

申请日：2013-06-24

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Tony McCormack

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M3/5232 ,  H04M2203/401

Abstract: A parameters modification system for a contact center is provided. The parameters modification system includes an input module for enabling a user to provide an input indicating one or more parameters required to be modified. The parameters modification system further includes a determination module for determining a surface based on key performance indicators (KPIs) associated the one more parameters. The determination module further determines an optimal path in the determined surface. The parameters modification system further includes a modification module for modifying the one or more parameters along the determined optimal path so that key performance indicators associated with the one or more parameters remain within a predetermined threshold.

Abstract translation: 提供了一种用于联络中心的参数修改系统。 参数修改系统包括用于使用户能够提供指示要修改的一个或多个参数的输入的输入模块。 所述参数修改系统还包括用于基于与所述多个参数相关联的关键性能指标（KPI）确定曲面的确定模块。 确定模块还确定所确定的表面中的最佳路径。 参数修改系统还包括修改模块，用于沿所确定的最佳路径修改一个或多个参数，使得与一个或多个参数相关联的关键性能指标保持在预定阈值内。

公开(公告)号：US20140278951A1

公开(公告)日：2014-09-18

申请号：US13832112

申请日：2013-03-15

Applicant: AVAYA INC.

Inventor： Neil O'Connor ,  Tony McCormack ,  Paul D'Arcy

IPC: G06Q30/02

CPC classification number: G06Q30/0251

Abstract: A business development system for an enterprise is provided. The business development system includes a target searching module that seeks and engages a potential target in a promotional activity for gaining reward points. The business development system further includes a strategy determining module that analyzes circumstances for determining a suitable persona and interaction strategy for engaging the potential target. The business development system further includes a strategy executing module that interactively engages with the potential target by applying the determined persona and strategy for engaging the potential target into the promotional activity. Additionally, the business development system includes a strategy sharing module that stores information related to interaction with the potential target in an experience database.

Abstract translation: 提供企业的业务发展系统。 业务发展系统包括目标搜索模块，用于在促销活动中寻找并吸引潜在目标以获得奖励积分。 业务开发系统还包括策略确定模块，其分析用于确定适合角色的情况以及用于接合潜在目标的交互策略。 业务发展系统还包括一个战略执行模块，通过应用确定的角色和策略来将潜在目标引入到促销活动中，与潜在目标进行交互式互动。 此外，业务开发系统包括策略共享模块，其存储与经验数据库中的潜在目标的交互相关的信息。