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公开(公告)号：US10425363B2
公开(公告)日：2019-09-24
申请号：US15289736
申请日：2016-10-10
Applicant: AVAYA INC
Inventor： David Skiba , Reinhard Klemm , Patrick Tendick , George W. Erhart , Wen-Hua Ju
Abstract: Systems are provided to manage pauses, including on-hold, conditions in communications, such as text-based communications. Users may be provided with messages at a pace that, among other things, allows a particular cadence of messages to be maintained, even if a reply has been created. Accordingly, resources of a contact center may be better allocated to other matters requiring attention without causing undue customer dissatisfaction or the burden of handling additional messages. While voice-based “hold” conditions may be managed with messages or music on hold, text-based communications may be managed with social messaging content and/or comfort messages.
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公开(公告)号：US20160248912A1
公开(公告)日：2016-08-25
申请号：US14626762
申请日：2015-02-19
Applicant: Avaya Inc.
Inventor： Patrick Tendick , Lorraine Denby , Wen-Hua Ju
CPC classification number: H04M3/5175
Abstract: To provide better metrics for a contact center, the system determines when a contact center agent has been assigned to a plurality of agent skills in a skill group. A skill group is a set of skills for which the contact center seeks to calculate overall metrics across those skills. Information is received that the contact center agent is in a first state for the plurality of agent skills. For example, the contact center agent is available to support the different products. A status is calculated for the contact center agent in the skill group. The status for the contact center agent in the skill group is calculated based a minimum or maximum of the first state of the contact center agent in the skill group. The status of the first agent in the skill group is sent to a contact center administrator to better manage the contact center.
Abstract translation: 为了为联络中心提供更好的指标，系统确定联络中心代理何时被分配到技能组中的多个代理技能。 技能组是一组技能，联络中心旨在计算这些技能的总体指标。 接收到有关多个代理技能的联络中心代理处于第一状态的信息。 例如，联络中心代理可用于支持不同的产品。 计算技能组中联络中心代理的状态。 技能组中的联络中心代理的状态基于技能组中的联络中心代理的第一状态的最小值或最大值来计算。 技能组中第一个代理的状态将发送给联络中心管理员，以更好地管理联络中心。
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3.发明申请MECHANISM FOR ADAPTIVE MODIFICATION OF AN ATTRIBUTE TREE IN GRAPH BASED CONTACT CENTERS 审中-公开基于图形的联络中心的自适应树的自适应修改机制公开(公告)号：US20150350433A1
公开(公告)日：2015-12-03
申请号：US14290659
申请日：2014-05-29
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
CPC classification number: G06Q10/06311 , H04M3/5166 , H04M7/0012 , H04M2201/16
Abstract: A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories.
Abstract translation: 描述了基于图形的联络中心中的属性树的自适应修改机制以及用于管理该属性树的各种方法和机制。 公开了自适应修改方法，其允许图形数据库自动地移除和创建类别，并且阻止具有主动关系的类别的移除。 通过对萎缩类别的评估，合并和删除以及业务上可取的扩展和/或添加类别，改进了员工任务，管理员生产力和客户服务。
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公开(公告)号：US10348895B2
公开(公告)日：2019-07-09
申请号：US14622718
申请日：2015-02-13
Applicant: Avaya Inc.
Inventor： Lorraine Denby , Wen-Hua Ju , Patrick Tendick
Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.
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公开(公告)号：US10313526B2
公开(公告)日：2019-06-04
申请号：US15928487
申请日：2018-03-22
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
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.
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Patent Agency Ranking
6.发明申请公开(公告)号：US20150350431A1
公开(公告)日：2015-12-03
申请号：US14290650
申请日：2014-05-29
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
IPC: H04M3/51
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。
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公开(公告)号：US10410147B2
公开(公告)日：2019-09-10
申请号：US14290659
申请日：2014-05-29
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
Abstract: A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories.
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公开(公告)号：US20160241712A1
公开(公告)日：2016-08-18
申请号：US14622718
申请日：2015-02-13
Applicant: Avaya Inc.
Inventor： Lorraine Denby , Wen-Hua Ju , Patrick Tendick
IPC: H04M3/493
CPC classification number: H04M3/5166 , H04M7/0042 , H04M2203/551 , H04M2203/556
Abstract: In order to provide better service with self-service applications, metrics for a communication session between a user and a self-service application are identified. Based on the metrics, a pattern is determined that will likely predict an initial outcome of the communication session with the self-service application. In response to determining that the pattern will likely predict the initial outcome of the communication session with the self-service application, the way the user is managed in the communication session is changed. For example, if a particular pattern of IVR responses is detected that will likely lead to a caller abandoning a voice call, the voice call can be automatically transferred from the IVR system to a contact center agent. This provides for increased customer satisfaction and better utilization of contact center resources.
Abstract translation: 为了提供更好的服务与自助服务应用程序，用户和自助服务应用程序之间的通信会话的标准。 基于指标，确定可能预测与自助服务应用程序的通信会话的初始结果的模式。 响应于确定该模式将可能预测与自助服务应用的通信会话的初始结果，在通信会话中管理用户的方式被改变。 例如，如果检测到可能导致呼叫者放弃语音呼叫的特定IVR响应模式，则可以将语音呼叫从IVR系统自动传送到联络中心代理。 这提高了客户满意度和更好地利用联络中心资源。
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公开(公告)号：US20150347421A1
公开(公告)日：2015-12-03
申请号：US14290657
申请日：2014-05-29
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Wen-Hua Ju
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. The graph database enables previously discrete contact center components such as work assignment components, reporting components, work force management components, forecasting components, and the like to operate in a seamless and integrated manner.
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。 图形数据库能够以前所未有的联络中心组件，如工作分配组件，报告组件，工作人员管理组件，预测组件等以无缝和集成的方式运行。
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公开(公告)号：US10003692B2
公开(公告)日：2018-06-19
申请号：US15298914
申请日：2016-10-20
Applicant: AVAYA INC
Inventor： David Skiba , Reinhard Klemm , Patrick Tendick , George W. Erhart , Wen-Hua Ju
CPC classification number: H04M3/5191 , H04L51/02 , H04M3/5141 , H04M3/5175 , H04M7/0042 , H04M2203/2061
Abstract: Text-based automated customer service agents provide an attractive contact center interaction for may customer-agent communications. However, the “say anything” nature of text may result in additional problems not encountered in prompted interactions. A single misunderstanding or error may cause an automated communication to fail, however, by providing micro-tasks to a human agent, an automated communication may be maintained longer with benefit of a human agent's input. A lack of progress towards completion of a work item may cause the communication to be routed to a human agent and/or a different channel (e.g., voice, email, etc.). Accordingly, a micro-task or an opt-out operation may be provided to maintain the communication with an automated agent for as long as possible but yet provide improved customer service when necessary.
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