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1.发明申请SYSTEM AND METHOD TO IMPROVE SELF-SERVICE EXPERIENCE AND OPTIMIZE CONTACT CENTER RESOURCES 有权提高自助体验的体系和方法，优化联络中心资源公开(公告)号：US20160065738A1
公开(公告)日：2016-03-03
申请号：US14469627
申请日：2014-08-27
Applicant: Avaya Inc.
Inventor： Yolanda Schwartz , Shmuel Shaffer , Michael Krack , Aaron Lepold
CPC classification number: H04M3/5175 , G06Q30/016 , H04M3/4217 , H04M3/5166 , H04M2203/357
Abstract: System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.
Abstract translation: 提高联络中心自助服务运行的系统和方法，包括：监控联络中心客户自助客户支持会话进度; 监测联络中心代理人的盈余状况; 通过使用监测进度和监测的剩余状态确定与客户有关的系统状态; 如果系统状态处于代理支持域，则将指示符信号设置为第一状态，否则如果系统状态处于自支持域，则将指示符信号设置为第二状态; 以及如果所述指示符信号处于所述第一状态，则将所述客户分配给代理支持的会话。
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2.发明授权System and method to improve self-service experience and optimize contact center resources 有权提高自助服务体验和优化联络中心资源的系统和方法公开(公告)号：US09473632B2
公开(公告)日：2016-10-18
申请号：US14469627
申请日：2014-08-27
Applicant: Avaya Inc.
Inventor： Yolanda Schwartz , Shmuel Shaffer , Michael Krack , Aaron Lepold
CPC classification number: H04M3/5175 , G06Q30/016 , H04M3/4217 , H04M3/5166 , H04M2203/357
Abstract: System and method to improve self-service operation in a contact center, the method including: monitoring progress of a self-service customer support session for a customer of the contact center; monitoring surplus status of agents in the contact center; determining a system state related to the customer by use of the monitored progress and the monitored surplus status; setting an indicator signal to a first state if the system state is in an agent-support domain, otherwise setting the indicator signal to a second state if the system state is in an self-support domain; and assigning the customer to an agent-supported session if the indicator signal is in the first state.
Abstract translation: 提高联络中心自助服务运行的系统和方法，包括：监控联络中心客户自助客户支持会话进度; 监测联络中心代理人的盈余状况; 通过使用监测进度和监测的剩余状态确定与客户有关的系统状态; 如果系统状态处于代理支持域，则将指示符信号设置为第一状态，否则如果系统状态处于自支持域，则将指示符信号设置为第二状态; 以及如果所述指示符信号处于所述第一状态，则将所述客户分配给代理支持的会话。
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