公开(公告)号：US08964964B2

公开(公告)日：2015-02-24

申请号：US13764504

申请日：2013-02-11

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Gene Uba

IPC: H04M3/00 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5238 ,  H04M2203/402 ,  H04M2203/404

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, mark a work item as interruptible. The work item may receive an interruptible marking when the work item is assigned to an adequately-matched agent rather than a well-matched. Processing of the work item by the adequately-matched agent may be interrupted if the well-matched agent becomes available prior to the work item being completed by the adequately-matched agent.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了将工作项标记为可中断的能力。 当工作项目分配给适当匹配的代理而不是匹配良好时，工作项可能会收到中断标记。 如果在匹配良好的代理人完成工作项目之前，如果匹配良好的代理人可用，则可以中断由适当匹配的代理进行的工作项目的处理。

公开(公告)号：US20150006215A1

公开(公告)日：2015-01-01

申请号：US13930155

申请日：2013-06-28

Applicant: Avaya Inc.

Inventor： Gene Uba ,  Robert C. Steiner ,  Jose Velez

IPC: G06Q10/10 ,  G06F17/30

CPC classification number: G06Q10/1093 ,  G06F16/2237

Abstract: A contact center is provided with the ability to efficiently and effectively execute strategy rules by referencing and comparing schedules of contact center entities. The contact center includes a scheduling module configured to convert a textual calendar description of an entity into a bitmap representation of the calendar for that entity. A bitmap comparison can then be performed by a work assignment engine in accordance with the strategy rules being executed by the work assignment engine.

Abstract translation: 通过参考和比较联络中心实体的时间表，联络中心具有有效和有效地执行策略规则的能力。 联络中心包括调度模块，其被配置为将实体的文本日历描述转换为该实体的日历的位图表示。 然后，工作分配引擎可以根据工作分配引擎执行的策略规则执行位图比较。

公开(公告)号：US20150006216A1

公开(公告)日：2015-01-01

申请号：US13930652

申请日：2013-06-28

Applicant: Avaya Inc.

Inventor： Gene Uba ,  Robert C. Steiner

IPC: G06Q10/10

CPC classification number: G06Q10/1093

Abstract: A contact center is provided with the ability to efficiently and effectively execute strategy rules by referencing and comparing schedules of contact center entities. The contact center includes a scheduling module configured to convert a textual calendar description of an entity into rich calendar information for that entity. The rich calendar information may include one or more values that define or describe an event type in the entity's textual calendar description and the one or more values may further be used in connection with making work item routing decisions in the contact center.

Abstract translation: 通过参考和比较联络中心实体的时间表，联络中心具有有效和有效地执行策略规则的能力。 该联络中心包括调度模块，该调度模块被配置为将该实体的文本日历描述转换为该实体的丰富日历信息。 富日历信息可以包括定义或描述实体的文本日历描述中的事件类型的一个或多个值，并且一个或多个值可以进一步用于在联络中心中进行工作项路由决定。

公开(公告)号：US20140226810A1

公开(公告)日：2014-08-14

申请号：US13764504

申请日：2013-02-11

Applicant: AVAYA INC.

Inventor： Robert C. Steiner ,  Gene Uba

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5238 ,  H04M2203/402 ,  H04M2203/404

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, mark a work item as interruptible. The work item may receive an interruptible marking when the work item is assigned to an adequately-matched agent rather than a well-matched. Processing of the work item by the adequately-matched agent may be interrupted if the well-matched agent becomes available prior to the work item being completed by the adequately-matched agent.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 此处提出的联络中心提供了将工作项标记为可中断的能力。 当工作项目分配给适当匹配的代理而不是匹配良好时，工作项可能会收到中断标记。 如果在匹配良好的代理人完成工作项目之前，如果匹配良好的代理人可用，则可以中断由适当匹配的代理进行的工作项目的处理。