公开(公告)号：US20170097971A1

公开(公告)日：2017-04-06

申请号：US14872998

申请日：2015-10-01

Applicant: Avaya Inc.

Inventor： Douglas S. Brown ,  Marc A. Geist ,  Sheila Higgins ,  Michael R. Levacic ,  Hongguang Li ,  Dwayne W. Ockel ,  Gregory P. Schin ,  Stuart M. Shepherd ,  Lynn R. Smith ,  Stan W. Wilkison

IPC: G06F17/30 ,  G06F3/0482 ,  G06F3/0484

CPC classification number: G06F17/30572 ,  G06F3/0482 ,  G06F3/04842 ,  G06F17/30569

Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to store, for one or more contact center objects, contact center information; and a microprocessor executable report generator, The report generator, when executed, receives, from a user, a selected contact center object, retrieves, from the computer readable medium, a set of data elements associated with the selected contact center object, the set of data elements defining a first space having a first dimension, projects the set of data elements onto a subspace of the first space to form a transformed set of data elements, the subspace having a second dimension less than the first dimension, and provides, for display to a user, the transformed set of data elements.

公开(公告)号：US20140270137A1

公开(公告)日：2014-09-18

申请号：US13837272

申请日：2013-03-15

Applicant: AVAYA INC.

Inventor： Robert C. Steiner ,  Marc A. Geist

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information about the event in a buffer associated with the contact center entity, the information stored in the buffer describing how the new decision affected the contact center entity.

Abstract translation: 公开了事件记录和分析系统和方法。 事件记录和分析系统被描述为被配置为分析由联络中心中的工作分配引擎做出的决定，将决策映射到联络中心实体的一个或多个事件，以及将关于事件的信息存储在与 联络中心实体，存储在缓冲区中的信息描述新决定如何影响联络中心实体。

公开(公告)号：US10587727B2

公开(公告)日：2020-03-10

申请号：US15285302

申请日：2016-10-04

Applicant: Avaya Inc.

Inventor： Lynn Smith ,  Sheila Higgins ,  Marc A. Geist ,  Hongguang Li ,  Stan Wilkison ,  Stuart M. Shepherd ,  Dwayne W. Ockel ,  Gregory P. Schin

IPC: G06F15/16 ,  H04L29/08 ,  H04L29/06 ,  G06Q10/00 ,  G06F16/25 ,  H04L12/26

Abstract: Systems and methods of the present disclosure are directed to efficiently editing data requests sent from devices, allowing for an improved database information delivery system. In some embodiments of the present disclosure, an administrator device limits an amount of data requested based on a number of factors prior to sending the request to a server. In some embodiments, a server, after receiving a request for refreshed data, reduces the amount of data requested based on a number of factors prior to retrieving the requested data from a source and delivering the requested data to an administrator device.

公开(公告)号：US20180097913A1

公开(公告)日：2018-04-05

申请号：US15285302

申请日：2016-10-04

Applicant: Avaya Inc.

Inventor： Lynn Smith ,  Sheila Higgins ,  Marc A. Geist ,  Hongguang Li ,  Stan Wilkison ,  Stuart M. Shepherd

IPC: H04L29/08 ,  H04L29/06 ,  H04L12/26

CPC classification number: H04L67/34 ,  G06F16/252 ,  G06Q10/00 ,  H04L43/0817 ,  H04L67/10 ,  H04L67/42

Abstract: Systems and methods of the present disclosure are directed to efficiently editing data requests sent from devices, allowing for an improved database information delivery system. In some embodiments of the present disclosure, an administrator device limits an amount of data requested based on a number of factors prior to sending the request to a server. In some embodiments, a server, after receiving a request for refreshed data, reduces the amount of data requested based on a number of factors prior to retrieving the requested data from a source and delivering the requested data to an administrator device.

公开(公告)号：US10282456B2

公开(公告)日：2019-05-07

申请号：US14872998

申请日：2015-10-01

Applicant: Avaya Inc.

Inventor： Douglas S. Brown ,  Marc A. Geist ,  Sheila Higgins ,  Michael R. Levacic ,  Hongguang Li ,  Dwayne W. Ockel ,  Gregory P. Schin ,  Stuart M. Shepherd ,  Lynn R. Smith ,  Stan W. Wilkison

IPC: G06F17/30 ,  G06F3/0484 ,  G06F3/0482

Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to store, for one or more contact center objects, contact center information; and a microprocessor executable report generator, The report generator, when executed, receives, from a user, a selected contact center object, retrieves, from the computer readable medium, a set of data elements associated with the selected contact center object, the set of data elements defining a first space having a first dimension, projects the set of data elements onto a subspace of the first space to form a transformed set of data elements, the subspace having a second dimension less than the first dimension, and provides, for display to a user, the transformed set of data elements.

公开(公告)号：US08873734B2

公开(公告)日：2014-10-28

申请号：US13837272

申请日：2013-03-15

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Marc A. Geist

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175

Abstract: An event logging and analysis system and method are disclosed. The event logging and analysis system are described as being configured to analyze decisions made by a work assignment engine in a contact center, map the decisions to one or more events for a contact center entity, and storing information about the event in a buffer associated with the contact center entity, the information stored in the buffer describing how the new decision affected the contact center entity.

Abstract translation: 公开了事件记录和分析系统和方法。 事件记录和分析系统被描述为被配置为分析由联络中心中的工作分配引擎做出的决定，将决策映射到联络中心实体的一个或多个事件，以及将关于事件的信息存储在与 联络中心实体，存储在缓冲区中的信息描述新决定如何影响联络中心实体。

公开(公告)号：US20140257908A1

公开(公告)日：2014-09-11

申请号：US13788735

申请日：2013-03-07

Applicant: AVAYA INC.

Inventor： Robert C. Steiner ,  Marc A. Geist

IPC: G06Q10/06

CPC classification number: G06Q10/06313 ,  G06Q10/06311 ,  G06Q30/02

Abstract: A microprocessor executable analytic module is provided that determines, for each of a plurality of selected contact center objects, a visually perceptible parameter based on contact center information and/or a performance parameter and provides a display incorporating the determined visually perceptible parameters, wherein the display comprises an array of pixels and/or cells, each pixel and/or cell corresponding to a respective contact center object and a plurality of the pixels and/or cells having different visually perceptible parameters.

Abstract translation: 提供了微处理器可执行分析模块，其针对多个所选择的联络中心对象中的每一个确定基于联系中心信息和/或性能参数的视觉可察觉参数，并提供结合所确定的视觉可感知参数的显示，其中所述显示 包括像素和/或单元的阵列，每个像素和/或单元对应于相应的接触中心物体和具有不同视觉上可感知参数的多个像素和/或细胞。