公开(公告)号：US20160381224A1

公开(公告)日：2016-12-29

申请号：US15262994

申请日：2016-09-12

Applicant: Avaya Inc.

Inventor： Andrew D. Flockhart ,  Robert C. Steiner

IPC: H04M3/523 ,  H04M3/51

Abstract: A queueless 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, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.

Abstract translation: 描述了一个无责任的接触中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了除其他外，实现真正的一对一匹配的能力。 还提供了解决方案，用于管理无责任联络中心使用的数据结构。 此外，提出了用于为无状态联络中心生成传统的基于队列的性能视图和度量的机制，以帮助促进从传统的基于队列的联络中心到本文所述的下一代联络中心的平滑过渡。

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：US08699695B2

公开(公告)日：2014-04-15

申请号：US13622525

申请日：2012-09-19

Applicant: Avaya Inc.

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

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5232 ,  H04M2203/404

Abstract: A contact center is provided that pushes notifications to one or more resources about available work item opportunities. The one or more resources can pull the work item from the notification groups to handle the work item. Moreover, the pushed notifications can be added to a traditional work assignment scheme to aid in the answering of work items and/or offer training to a plurality of resources.

Abstract translation: 提供了一个联系中心，将通知推送到一个或多个有关可用工作项目机会的资源。 一个或多个资源可以从通知组中提取工作项以处理工作项。 此外，推送的通知可以被添加到传统的工作分配方案中，以帮助回答工作项目和/或向多个资源提供培训。

公开(公告)号：US08965878B2

公开(公告)日：2015-02-24

申请号：US14181111

申请日：2014-02-14

Applicant: Avaya Inc.

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

IPC: G06F17/30 ,  H04M3/523 ,  G06Q10/06

CPC classification number: H04M3/5233 ,  G06F17/30 ,  G06Q10/06 ,  G06Q10/063112

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, define, in real-time, qualifier set combinations for work items. Thus, the contact center can create a dictionary of combinations of work item attributes that may be defined as work items are introduced to the system. The definition of the combinations allows for large qualifier sets without the large expenditure of resources to define all possible combinations of attributes for the contact center.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了能够实时定义工作项目的限定符集合组合。 因此，联络中心可以创建可被定义为将工作项引入到系统的工作项属性的组合的字典。 组合的定义允许大量限定词集合，而不需要大量资源来定义联络中心的所有可能的属性组合。

公开(公告)号：US20140161248A1

公开(公告)日：2014-06-12

申请号：US14181111

申请日：2014-02-14

Applicant: AVAYA INC.

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

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  G06F17/30 ,  G06Q10/06 ,  G06Q10/063112

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, define, in real-time, qualifier set combinations for work items. Thus, the contact center can create a dictionary of combinations of work item attributes that may be defined as work items are introduced to the system. The definition of the combinations allows for large qualifier sets without the large expenditure of resources to define all possible combinations of attributes for the contact center.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了能够实时定义工作项目的限定符集合组合。 因此，联络中心可以创建可被定义为将工作项引入到系统的工作项属性的组合的字典。 组合的定义允许大量限定词集合，而不需要大量资源来定义联络中心的所有可能的属性组合。

公开(公告)号：US20140081689A1

公开(公告)日：2014-03-20

申请号：US13623763

申请日：2012-09-20

Applicant: AVAYA INC.

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

IPC: G06Q10/06

CPC classification number: G06Q10/06

Abstract: A contact center is described along with various methods and mechanisms for administering the same. In particular, work assignment methods are disclosed that are configured to utilize multiple selection mechanisms in determining an optimal work assignment. By analyzing data relating to agent selection, queue information, and state information, of one or more contact centers, a work item may be efficiently assigned to achieve a work item optimal solution. In some cases, the optimal solution for a work item may be contrary to an optimal solution for a particular contact center. However, the primary goal of efficiently handling the work item via one or more resources can be achieved by merging selection mechanisms and intelligently assigning work items on a system-wide basis.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 特别地，公开了被配置为在确定最佳工作分配中利用多个选择机制的工作分配方法。 通过分析与一个或多个联络中心的代理选择，队列信息和状态信息相关的数据，可以有效地分配工作项以实现工作项最优解。 在某些情况下，工作项目的最佳解决方案可能与特定联络中心的最佳解决方案相反。 然而，可以通过合并选择机制并且在全系统的基础上智能地分配工作项来实现通过一个或多个资源有效地处理工作项目的主要目标。

公开(公告)号：US08718269B2

公开(公告)日：2014-05-06

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 ,  H04M5/00

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：US20140082179A1

公开(公告)日：2014-03-20

申请号：US13622538

申请日：2012-09-19

Applicant: AVAYA INC.

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

IPC: G06F15/173

CPC classification number: G06Q10/0631

Abstract: A contact center is described along with various methods and mechanisms for administering the same. In general, methods are disclosed that are configured to analyze work assignments to determine one or more scarce resources for further management. By analyzing the attributes, that are common to a number of work assignments made over a period of time, resources possessing those attributes may be classified as scarce. These scarce resources may be managed in accordance with their demand and business rules. To efficiently handle work items associated with valued customers, the scarce resources may be removed from traditional work assignments and held in reserve. The reserved scarce resources may be applied to the valued customers' work items.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 通常，公开了被配置为分析工作分配以确定用于进一步管理的一个或多个稀缺资源的方法。 通过分析在一段时间内进行的一些工作分配中常见的属性，具有这些属性的资源可能被分类为稀缺。 这些稀缺资源可以根据其需求和业务规则进行管理。 为了有效地处理与有价值客户相关的工作项目，稀缺资源可能会从传统工作任务中移除，并保留。 预留的稀缺资源可能适用于有价值的客户的工作项目。

公开(公告)号：US20140081687A1

公开(公告)日：2014-03-20

申请号：US13623310

申请日：2012-09-20

Applicant: AVAYA INC.

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

IPC: G06Q10/06

CPC classification number: G06Q10/06

Abstract: Methods, devices, and systems are provided such that multiple contact center objectives can be simultaneously analyzed and normalized by a single algorithm. A solution is provided for executing an algorithm that is able to consider multiple objectives simultaneously rather than serially. By considering multiple objectives in parallel when making work assignment decisions instead of considering single objectives, decisions and contact center adjustments are made with more efficiency and with a minimal use of resources.

Abstract translation: 提供了方法，设备和系统，使得可以通过单个算法同时分析和归一化多个接触中心目标。 提供了一种解决方案，用于执行能够同时考虑多个目标而不是串行考虑的算法。 通过在进行工作分配决策时考虑多个目标，而不是考虑单一目标，决策和联络中心调整将以更高的效率和最少的资源利用来进行。

公开(公告)号：US20140079211A1

公开(公告)日：2014-03-20

申请号：US13623267

申请日：2012-09-20

Applicant: AVAYA INC.

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

IPC: H04M3/00

CPC classification number: H04M3/523 ,  H04M2203/401 ,  H04M2203/402

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, simultaneously execute two different work assignment algorithms on the same work flow either in real-time as the work flow is received or in a simulation environment. The differences in the way that each work assignment algorithm handles the same work flow are compared and contrasted to help describe the differences in the work assignment algorithms.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 本文提出的联络中心提供了能够在接收到工作流程或在模拟环境中实时地同时执行相同工作流程上的两个不同工作分配算法的能力。 对每个工作分配算法处理相同工作流程的方式的差异进行了比较和对比，以帮助描述工作分配算法的差异。