公开(公告)号：US10313526B2

公开(公告)日：2019-06-04

申请号：US15928487

申请日：2018-03-22

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/523 ,  H04M3/51 ,  G06Q30/00 ,  H04M3/493

Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.

公开(公告)号：US09591134B2

公开(公告)日：2017-03-07

申请号：US14278690

申请日：2014-05-15

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Robert C. Steiner ,  John McGreevy ,  Tony McCormack

IPC: H04M3/51 ,  G06F17/30 ,  G06Q10/06

CPC classification number: H04M3/51 ,  G06F17/3053 ,  G06F17/30864 ,  G06Q10/063114 ,  H04M3/5175 ,  H04M3/5183

Abstract: A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.

Abstract translation: 提供一种用于确定多模式联络中心中的代理人的占用的方法和系统。 该方法包括由处理器监视由代理同时处理的多个多模式联系人。 对于多个多模式触点的每个触点，可以确定触点的媒体能力，并且可以确定基于媒体能力和代理的一个或多个参数。 基于用于多个多模式接触中的每一个的一个或多个参数的代理的多式联运占用得分。

公开(公告)号：US20160360040A1

公开(公告)日：2016-12-08

申请号：US15243624

申请日：2016-08-22

Applicant: Avaya Inc.

Inventor： Andrew D. Flockhart ,  Robert C. Steiner

IPC: H04M3/523

CPC classification number: H04M3/5235 ,  G06Q10/06 ,  H04M3/5232 ,  H04M2201/18

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联络中心以及用于管理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：US09325848B2

公开(公告)日：2016-04-26

申请号：US14041834

申请日：2013-09-30

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Katherine Anthony Sobus

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M2203/402

Abstract: A contact center is described along with various methods and mechanisms for administering the same. A ripple reduction mechanism is disclosed that provides an interval and evaluates and matches work items that come in until the interval expires. Once the interval expires, the ripple reduction mechanism in concert with a work assignment engine may finalize matches and optimally assign work items to minimize or eliminate a ripple effect.

Abstract translation: 描述联络中心以及用于施用它的各种方法和机制。 公开了一种纹波降低机制，其提供间隔并评估和匹配进入的工作项，直到间隔期满。 一旦间隔到期，与工作分配引擎一致的纹波降低机制可以完成匹配并且最佳地分配工作项目以最小化或消除纹波效应。

公开(公告)号：US20150350431A1

公开(公告)日：2015-12-03

申请号：US14290650

申请日：2014-05-29

Applicant: Avaya Inc.

Inventor： Robert C. Steiner ,  Wen-Hua Ju

IPC: H04M3/51

CPC classification number: G06Q10/10

Abstract: A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also included in the graph database is an attribute tree that enables a work assignment engine in the contact center to make proximity-based work assignment decisions.

Abstract translation: 描述了一个图形数据库，用于与联络中心相关联。 图形数据库包括描述联络中心中的操作，实体，人员和属性的多个节点和关系。 图形数据库中还包括一个属性树，它使联络中心的工作分配引擎能够进行基于邻近的工作分配决策。

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

IPC: H04M3/00 ,  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。

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。

公开(公告)号：US08953775B2

公开(公告)日：2015-02-10

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 ,  H04M5/00

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。

公开(公告)号：US20140119530A1

公开(公告)日：2014-05-01

申请号：US13630152

申请日：2012-09-28

Applicant: AVAYA INC,

Inventor： Robert C. Steiner

IPC: H04M3/00

CPC classification number: H04M3/5233 ,  H04M2203/403

Abstract: Provided is a system and method that identifies a characteristic associated with a resource. A resource can be, for example, an agent in a contact center. An identifier, representing the characteristic is associated with the resource (e.g., a bit) is stored in a first memory location. A characteristic associated with a work item is identified. The characteristic associated with the work item can be for example, a type of communication (e.g., email, voice, video, etc.), a company represented by the work item, and the like. The identifier representing the characteristic associated with the work item is stored in a second memory location. The first memory location is bit masked and compared with the second memory location to determine if the resource should process the work item. In response to determining that the resource should process the work item, the work item is routed to the resource, such as an agent.

Abstract translation: 提供了一种识别与资源相关联的特征的系统和方法。 资源可以是例如联络中心中的代理。 表示与资源（例如，位）相关联的特性的标识符被存储在第一存储器位置中。 识别与工作项目相关联的特征。 与工作项目相关联的特征可以是例如通信类型（例如，电子邮件，语音，视频等），由工作项目表示的公司等。 表示与工作项目相关联的特征的标识符被存储在第二存储器位置中。 第一个存储器位置被掩码，并与第二个存储器位置进行比较，以确定资源是否应该处理工作项。 响应于确定资源应该处理工作项目，工作项目被路由到资源，例如代理。

公开(公告)号：US08699696B1

公开(公告)日：2014-04-15

申请号：US13630152

申请日：2012-09-28

Applicant: Avaya Inc.

Inventor： Robert C. Steiner

IPC: H04M3/00 ,  H04M5/00

CPC classification number: H04M3/5233 ,  H04M2203/403

Abstract: Provided is a system and method that identifies a characteristic associated with a resource. A resource can be, for example, an agent in a contact center. An identifier, representing the characteristic is associated with the resource (e.g., a bit) is stored in a first memory location. A characteristic associated with a work item is identified. The characteristic associated with the work item can be for example, a type of communication (e.g., email, voice, video, etc.), a company represented by the work item, and the like. The identifier representing the characteristic associated with the work item is stored in a second memory location. The first memory location is bit masked and compared with the second memory location to determine if the resource should process the work item. In response to determining that the resource should process the work item, the work item is routed to the resource, such as an agent.

Abstract translation: 提供了一种识别与资源相关联的特征的系统和方法。 资源可以是例如联络中心中的代理。 表示与资源（例如，位）相关联的特性的标识符被存储在第一存储器位置中。 识别与工作项目相关联的特征。 与工作项目相关联的特征可以是例如通信类型（例如，电子邮件，语音，视频等），由工作项目表示的公司等。 表示与工作项目相关联的特征的标识符被存储在第二存储器位置中。 第一个存储器位置被掩码，并与第二个存储器位置进行比较，以确定资源是否应该处理工作项。 响应于确定资源应该处理工作项目，工作项目被路由到资源，例如代理。