-
公开(公告)号：US20190306317A1
公开(公告)日：2019-10-03
申请号：US16447485
申请日：2019-06-20
Applicant: Avaya Inc.
Inventor： Deborah Hill , Sarah H. Kiefhaber , Joylee E. Kohler , Katherine A. Sobus , Rodney A. Thomson
Abstract: A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.
-
公开(公告)号：US09854095B2
公开(公告)日：2017-12-26
申请号：US13840613
申请日：2013-03-15
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds , Katherine A. Sobus
CPC classification number: H04M3/5175 , H04M2203/401 , H04M2203/556 , H04M2242/30
Abstract: The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further directed to systems that include a source related to a contact center, and a processor configured to: obtain a location data of the source; derive at least one performance measure; correlate the location data and the at least one performance measure to obtain a correlation; and analyze the correlation to obtain an analysis report.
-
公开(公告)号：US09100486B2
公开(公告)日：2015-08-04
申请号：US14023218
申请日：2013-09-10
Applicant: Avaya Inc.
Inventor： Katherine A. Sobus , Robert C. Steiner
CPC classification number: H04M3/5232 , H04M2203/2038
Abstract: A contact is received in a contact center. For example, an incoming voice call or email is received by the contact center. A complexity of the contact is determined. The complexity of the contact is how difficult the contact will be to process by an agent. For instance, the agent may have to do additional work outside the call based on the type of contact. In response to determining the complexity of the contact, the contact is routed to an agent of the contact center and a compensation of the agent is adjusted for servicing the contact.The systems and methods can also work for multiple contacts that are processed by multiple agents. In addition, the systems and methods will work with outbound contacts.
Abstract translation: 在联络中心收到联络人。 例如，联络中心接收到来话语音通话或电子邮件。 确定联系人的复杂性。 联系人的复杂性是代理人处理联系人的困难程度。 例如，代理可能必须根据联系人的类型在呼叫之外进行额外的工作。 响应于确定联系人的复杂性，将联系人路由到联络中心的代理，并且调整代理的补偿以维护联系人。 系统和方法也可以用于由多个代理处理的多个联系人。 此外，系统和方法将与出站联系人一起工作。
-
Patent Agency Ranking
公开(公告)号：US09609130B2
公开(公告)日：2017-03-28
申请号：US14023270
申请日：2013-09-10
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Katherine A. Sobus
CPC classification number: H04M3/5232 , G06Q10/06 , G06Q10/0631 , G06Q10/107 , H04M2201/14 , H04M2203/402
Abstract: A transaction is received in a contact center. The transaction can be an email, an incoming call, an outgoing call, a video call, a text message, and/or the like. A best agent is determined to handle the transaction. A time is determined for the best agent to handle the transaction. The time can be based on a projected time that the agent will be able to handle the transaction, based on a callback time or any criteria. A schedule of the best agent is searched. The schedule of the best agent contains a movable event. A movable event can be any event that can be rescheduled, such as a break. When it is determined that the time for the best agent to handle the transaction is during and/or close to the movable event, the movable event is rescheduled to allow the best agent to handle the transaction.
-
公开(公告)号：US20130230163A1
公开(公告)日：2013-09-05
申请号：US13865226
申请日：2013-04-18
Applicant: AVAYA INC.
Inventor： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
IPC: H04M3/523
CPC classification number: H04M3/523 , H04M3/5235 , H04M2201/12 , H04M2201/18 , H04M2203/408 , H04M2242/06
Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.
Abstract translation: 公开了使呼叫中心代理能够根据呼叫的估计值适应来电呼叫的方法。 根据第一说明性实施例，当一个或多个代理当前正在服务较低价值呼叫的队列中存在“高价值”呼叫等待时，正在服务于较低价值呼叫的代理被通知存在 在队列中等待更高价值的呼叫，并被提示提供他或她将为其当前呼叫服务多久的估计。 呼叫中心系统基于以下方式选择高价值呼叫将被路由的代理：（i）代理人对提示的响应，以及（ii）对于每个响应代理，对于来自 代理与代理完成维修通话所需的实际时间相比。
-
公开(公告)号：US20150074170A1
公开(公告)日：2015-03-12
申请号：US14023270
申请日：2013-09-10
Applicant: Avaya Inc.
Inventor： Robert C. Steiner , Katherine A. Sobus
IPC: H04L12/24
CPC classification number: H04M3/5232 , G06Q10/06 , G06Q10/0631 , G06Q10/107 , H04M2201/14 , H04M2203/402
Abstract: A transaction is received in a contact center. The transaction can be an email, an incoming call, an outgoing call, a video call, a text message, and/or the like. A best agent is determined to handle the transaction. A time is determined for the best agent to handle the transaction. The time can be based on a projected time that the agent will be able to handle the transaction, based on a callback time or any criteria. A schedule of the best agent is searched. The schedule of the best agent contains a movable event. A movable event can be any event that can be rescheduled, such as a break. When it is determined that the time for the best agent to handle the transaction is during and/or close to the movable event, the movable event is rescheduled to allow the best agent to handle the transaction.
Abstract translation: 在联络中心收到交易。 交易可以是电子邮件，来电，去电，视频通话，短信等。 决定处理交易的最佳代理人。 确定最佳代理人处理交易的时间。 该时间可以基于代理人将能够基于回调时间或任何标准来处理该事务的预计时间。 搜索最佳代理的时间表。 最佳代理的时间表包含一个可移动的事件。 可移动事件可以是可重新安排的任何事件，例如休息。 当确定最佳代理人处理交易的时间在可移动事件期间和/或接近可移动事件时，重新安排可移动事件以允许最佳代理人处理交易。
-
公开(公告)号：US08923503B2
公开(公告)日：2014-12-30
申请号：US13865226
申请日：2013-04-18
Applicant: Avaya Inc.
Inventor： Robin H. Foster , Hongguang Li , Lynn R. Smith , Katherine A. Sobus
CPC classification number: H04M3/523 , H04M3/5235 , H04M2201/12 , H04M2201/18 , H04M2203/408 , H04M2242/06
Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.
Abstract translation: 公开了使呼叫中心代理能够根据呼叫的估计值适应来电呼叫的方法。 根据第一说明性实施例，当一个或多个代理当前正在服务较低价值呼叫的队列中存在“高价值”呼叫等待时，正在服务于较低价值呼叫的代理被通知存在 在队列中等待更高价值的呼叫，并被提示提供他或她将为其当前呼叫服务多久的估计。 呼叫中心系统基于以下方式选择高价值呼叫将被路由的代理：（i）代理人对提示的响应，以及（ii）对于每个响应代理，对于来自 代理与代理完成维修通话所需的实际时间相比。
-
公开(公告)号：US20150071428A1
公开(公告)日：2015-03-12
申请号：US14023218
申请日：2013-09-10
Applicant: Avaya Inc.
Inventor： Katherine A. Sobus , Robert C. Steiner
IPC: H04M3/523
CPC classification number: H04M3/5232 , H04M2203/2038
Abstract: A contact is received in a contact center. For example, an incoming voice call or email is received by the contact center. A complexity of the contact is determined. The complexity of the contact is how difficult the contact will be to process by an agent. For instance, the agent may have to do additional work outside the call based on the type of contact. In response to determining the complexity of the contact, the contact is routed to an agent of the contact center and a compensation of the agent is adjusted for servicing the contact.The systems and methods can also work for multiple contacts that are processed by multiple agents. In addition, the systems and methods will work with outbound contacts.
Abstract translation: 在联络中心收到联络人。 例如，联络中心接收到来话语音通话或电子邮件。 确定联系人的复杂性。 联系人的复杂性是代理人处理联系人的困难程度。 例如，代理可能必须根据联系人的类型在呼叫之外进行额外的工作。 响应于确定联系人的复杂性，将联系人路由到联络中心的代理，并且调整代理的补偿以维护联系人。 系统和方法也可以用于由多个代理处理的多个联系人。 此外，系统和方法将与出站联系人一起工作。
-
-
-
-
-
-
-
Search Results
8
records
(took 0.031 seconds)
