公开(公告)号：US09338296B2

公开(公告)日：2016-05-10

申请号：US14135945

申请日：2013-12-20

Applicant: Avaya Inc.

Inventor： Ronan Fox ,  Sean Burke ,  Tommy Morris ,  Ruth Gibson

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06393

Abstract: A system for driving a virtual view of agents of a contact center is provided. The system includes a monitoring module for monitoring and detecting a breach in threshold associated with at least one key performance indicator of at least one agent from a plurality of agents. The system further includes a ranking module for calculating a rank of at least one agent among the plurality of agents based on predefined rules. The system further includes a driving module for driving a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent.

Abstract translation: 提供了一种用于驱动联络中心的代理的虚拟视图的系统。 该系统包括监测模块，用于监测和检测与来自多个代理的至少一个代理的至少一个关键性能指标相关联的门槛违规。 该系统还包括用于基于预定规则计算多个代理中的至少一个代理的等级的排序模块。 该系统还包括驱动模块，用于基于所计算的至少一个代理的等级来驱动多个代理的虚拟视图的显示。

公开(公告)号：US09083806B2

公开(公告)日：2015-07-14

申请号：US13630013

申请日：2012-09-28

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor ,  Sean Burke ,  Joseph Smyth

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5233 ,  H04M2203/402 ,  H04M2203/558

Abstract: Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.

Abstract translation: 本发明的实施例提供了一种产生技能信息的系统和方法。 该方法包括检索与联络中心的代理相关的信息，其中信息包括文档和信息存储库，知识共享报告，邮件存储库以及客户，主管和同侪反馈。 该信息还可以包括来自外部来源的信息，包括社交网络。 该方法还包括从检索到的信息中确定关键字，以及生成至少一个代理的技能信息。

公开(公告)号：US20150363431A1

公开(公告)日：2015-12-17

申请号：US14301657

申请日：2014-06-11

Applicant: Avaya Inc.

Inventor： Ronan Fox ,  Sean Burke ,  Tommy Morris ,  Donal Ward

IPC: G06F17/30 ,  H04L12/26 ,  H04L29/06

Abstract: A collaboration system for information sharing in an enterprise is disclosed. The collaboration system includes a monitoring module configured to monitor a communication for one or more parameters. The collaboration system further includes an information management module configured to select one or more data items from one or more databases based on the one or more parameters, wherein each of the data items includes an associated score. The collaboration system further includes a ranking module configured to score the one or more selected data items. The collaboration system further includes a database management module configured to update the one or more databases with the score of the one or more selected data items.

Abstract translation: 披露企业信息共享协作系统。 协作系统包括被配置为监视一个或多个参数的通信的监视模块。 协作系统还包括信息管理模块，该信息管理模块被配置为基于一个或多个参数从一个或多个数据库中选择一个或多个数据项，其中每个数据项包括相关联的分数。 协作系统还包括配置成对一个或多个所选数据项进行评分的排序模块。 协作系统还包括数据库管理模块，其被配置为利用所选择的一个或多个数据项的得分更新一个或多个数据库。

公开(公告)号：US10530674B2

公开(公告)日：2020-01-07

申请号：US14301657

申请日：2014-06-11

Applicant: Avaya Inc.

Inventor： Ronan Fox ,  Sean Burke ,  Tommy Morris ,  Donal Ward

IPC: H04L12/26 ,  G06Q10/10

Abstract: A collaboration system for information sharing in an enterprise is disclosed. The collaboration system includes a monitoring module configured to monitor a communication for one or more parameters. The collaboration system further includes an information management module configured to select one or more data items from one or more databases based on the one or more parameters, wherein each of the data items includes an associated score. The collaboration system further includes a ranking module configured to score the one or more selected data items. The collaboration system further includes a database management module configured to update the one or more databases with the score of the one or more selected data items.

公开(公告)号：US09503680B1

公开(公告)日：2016-11-22

申请号：US14757616

申请日：2015-12-23

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Liam Loftus ,  Paul D'Arcy ,  Paul Kelly ,  Sean Burke

IPC: H04M3/00 ,  H04M5/00 ,  H04N7/14 ,  H04M3/51 ,  H04L29/06 ,  H04M3/523

CPC classification number: H04M3/5231 ,  G06Q30/00 ,  H04L12/1813 ,  H04L12/1822 ,  H04L51/10 ,  H04L65/602 ,  H04L65/608 ,  H04M3/5183 ,  H04M2203/252 ,  H04N7/147 ,  H04N7/152

Abstract: Providing a video session from an agent of a contact center includes initiating by a contact center server an interactive video session to a customer computer, the interactive video session comprising a first video stream transmitted to the customer computer and the first video stream having an image size. The interactive video session also includes inserting an agent video portion within the first video stream, the agent video portion occupying a first part of the image size; providing an agent computer with a script related to a subject of the interactive video session; and inserting an automation within the first video stream; the automation occupying a second part of the image size. Input is received from the customer computer interacting with the automation; and based on the input, the script provided to the agent computer is modified.

Abstract translation: 提供来自联络中心的代理的视频会话包括由联络中心服务器发起与客户计算机的交互式视频会话，该交互式视频会话包括发送到客户计算机的第一视频流和具有图像大小的第一视频流 。 交互式视频会话还包括在第一视频流内插入代理视频部分，代理视频部分占据图像大小的第一部分; 向代理计算机提供与所述交互式视频会话的主题相关的脚本; 以及在所述第一视频流内插入自动化; 自动化占据图像尺寸的第二部分。 从客户计算机接收到与自动化相互作用的输入; 并根据输入，修改提供给代理计算机的脚本。

公开(公告)号：US20150181038A1

公开(公告)日：2015-06-25

申请号：US14135945

申请日：2013-12-20

Applicant: Avaya Inc.

Inventor： Ronan Fox ,  Sean Burke ,  Tommy Morris ,  Ruth Gibson

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06393

Abstract: A system for driving a virtual view of agents of a contact center is provided. The system includes a monitoring module for monitoring and detecting a breach in threshold associated with at least one key performance indicator of at least one agent from a plurality of agents. The system further includes a ranking module for calculating a rank of at least one agent among the plurality of agents based on predefined rules. The system further includes a driving module for driving a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent.

Abstract translation: 提供了一种用于驱动联络中心的代理的虚拟视图的系统。 该系统包括监测模块，用于监测和检测与来自多个代理的至少一个代理的至少一个关键性能指标相关联的门槛违规。 该系统还包括用于基于预定规则计算多个代理中的至少一个代理的等级的排序模块。 该系统还包括驱动模块，用于基于所计算的至少一个代理的等级来驱动多个代理的虚拟视图的显示。

公开(公告)号：US20140093062A1

公开(公告)日：2014-04-03

申请号：US13630013

申请日：2012-09-28

Applicant: AVAYA INC.

Inventor： Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor ,  Sean Burke ,  Joseph Smyth

IPC: H04M3/00

CPC classification number: H04M3/5233 ,  H04M2203/402 ,  H04M2203/558

Abstract: Embodiments of the present invention provide a system and method to generate skill information. The method includes retrieving information relating to an agent of a contact center, wherein the information includes document and information repositories, knowledge sharing reports, mail repositories, and customer, supervisor, and peer feedbacks. The information may also include information from external sources including social network. The method further includes determining keywords from the retrieved information, and generating skill information for the at least one agent.

Abstract translation: 本发明的实施例提供了一种产生技能信息的系统和方法。 该方法包括检索与联络中心的代理相关的信息，其中信息包括文档和信息存储库，知识共享报告，邮件存储库以及客户，主管和同侪反馈。 该信息还可以包括来自外部来源的信息，包括社交网络。 该方法还包括从检索到的信息中确定关键字，以及生成至少一个代理的技能信息。