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公开(公告)号：US09124702B2
公开(公告)日：2015-09-01
申请号：US14071368
申请日：2013-11-04
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Gene Masaru Uba , Michael Hartman
CPC classification number: H04M3/5233 , H04M3/5235
Abstract: A contact center is described as having the ability to simultaneously consider a plurality of different work assignment strategies. Specifically, a work assignment engine in the contact center is enabled to create merged strategies from work-finding-agent strategies and agent-finding-work strategies to determine if one such strategy contradicts the other strategy.
Abstract translation: 联络中心被描述为具有同时考虑多个不同工作分配策略的能力。 具体来说，联络中心的工作分配引擎能够从工作发现代理策略和代理查找工作策略中创建合并的策略，以确定这样的策略是否与其他策略相抵触。
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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
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。
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公开(公告)号：US20150063556A1
公开(公告)日：2015-03-05
申请号：US14019393
申请日：2013-09-05
Applicant: Avaya Inc.
Inventor： Gene Masaru Uba , Robert C. Steiner
CPC classification number: H04M3/5175 , H04M3/5232 , H04M2203/401 , H04M2203/402
Abstract: A contact center auditing work assignment engine communication system hosts a multi-functional automatic bot agent to discover issues, update properties, identify and solve problems, and provide operational support for contact center managers, creating a proactive and flexible automatic audit and cooperation between a bot agent, human agents, and supervisors.
Abstract translation: 联络中心审核工作分配引擎通信系统托管多功能自动机器人代理，以发现问题，更新属性，识别和解决问题，并为联络中心经理提供操作支持，创建一个主动和灵活的自动审核与协作 代理人，代理人，监事。
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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。
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Patent Agency Ranking
公开(公告)号：US09197580B2
公开(公告)日：2015-11-24
申请号：US13929551
申请日：2013-06-27
Applicant: Avaya Inc.
Inventor： Gene Masaru Uba , Robert C. Steiner , Tony McCormack
IPC: H04M7/00 , H04L12/923 , H04L29/08 , H04L29/14
CPC classification number: H04L47/762 , H04L67/1004 , H04L67/1034 , H04L69/40
Abstract: Work assignment methods and systems are provided that dynamically redistribute a percent allocation of contacts after an outage at a contact center. In general, a work assignment mechanism, upon receiving information that a contact center is removed from a system of available contact centers, dynamically recalculates a percentage allocation of each available contact center in the system. Subsequently received contacts are distributed among the available contact centers in accordance with the recalculated percentage allocation. When a contact center is returned to the system from an outage, the percentage allocation of contacts can be incrementally increased to the returning contact center.
Abstract translation: 提供了工作分配方法和系统，在联络中心中断之后动态地重新分配联系人的百分比分配。 通常，工作分配机制在接收到从可用联系中心的系统中移除联络中心的信息时，动态地重新计算系统中每个可用联络中心的百分比分配。 随后收到的联络人按照重新计算的百分比分配在可用联络中心之间分配。 当联络中心从中断返回系统时，联系人的百分比分配可以逐步增加到返回联络中心。
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公开(公告)号：US20150006947A1
公开(公告)日：2015-01-01
申请号：US13929551
申请日：2013-06-27
Applicant: Avaya Inc.
Inventor： Gene Masaru Uba , Robert C. Steiner , Tony McCormack
IPC: H04L12/24 , H04L12/923
CPC classification number: H04L47/762 , H04L67/1004 , H04L67/1034 , H04L69/40
Abstract: Work assignment methods and systems are provided that dynamically redistribute a percent allocation of contacts after an outage at a contact center. In general, a work assignment mechanism, upon receiving information that a contact center is removed from a system of available contact centers, dynamically recalculates a percentage allocation of each available contact center in the system. Subsequently received contacts are distributed among the available contact centers in accordance with the recalculated percentage allocation. When a contact center is returned to the system from an outage, the percentage allocation of contacts can be incrementally increased to the returning contact center.
Abstract translation: 提供了工作分配方法和系统，在联络中心中断之后动态地重新分配联系人的百分比分配。 通常，工作分配机制在接收到从可用联系中心的系统中移除联络中心的信息时，动态地重新计算系统中每个可用联络中心的百分比分配。 随后收到的联络人按照重新计算的百分比分配在可用联络中心之间分配。 当联络中心从中断返回系统时，联系人的百分比分配可以逐步增加到返回联络中心。
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公开(公告)号：US09401989B2
公开(公告)日：2016-07-26
申请号：US14019393
申请日：2013-09-05
Applicant: Avaya Inc.
Inventor： Gene Masaru Uba , Robert C. Steiner
CPC classification number: H04M3/5175 , H04M3/5232 , H04M2203/401 , H04M2203/402
Abstract: A contact center auditing work assignment engine communication system hosts a multi-functional automatic bot agent to discover issues, update properties, identify and solve problems, and provide operational support for contact center managers, creating a proactive and flexible automatic audit and cooperation between a bot agent, human agents, and supervisors.
Abstract translation: 联络中心审核工作分配引擎通信系统托管多功能自动机器人代理，以发现问题，更新属性，识别和解决问题，并为联络中心经理提供操作支持，创建一个主动和灵活的自动审核与协作 代理人，代理人，监事。
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公开(公告)号：US20150124954A1
公开(公告)日：2015-05-07
申请号：US14071368
申请日：2013-11-04
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Gene Masaru Uba , Michael Hartman
IPC: H04M3/523
CPC classification number: H04M3/5233 , H04M3/5235
Abstract: A contact center is described as having the ability to simultaneously consider a plurality of different work assignment strategies. Specifically, a work assignment engine in the contact center is enabled to create merged strategies from work-finding-agent strategies and agent-finding-work strategies to determine if one such strategy contradicts the other strategy.
Abstract translation: 联络中心被描述为具有同时考虑多个不同工作分配策略的能力。 具体来说，联络中心的工作分配引擎能够从工作发现代理策略和代理查找工作策略中创建合并的策略，以确定这样的策略是否与其他策略相抵触。
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公开(公告)号：US20140270138A1
公开(公告)日：2014-09-18
申请号：US13836038
申请日：2013-03-15
Applicant: AVAYA INC.
Inventor： Gene Masaru Uba , Michael Alan Bland , Robert C. Steiner
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。
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