公开(公告)号：US20210195029A1

公开(公告)日：2021-06-24

申请号：US16726627

申请日：2019-12-24

Applicant: Avaya Inc.

Inventor： Ishaan Aggarwal ,  Divakar Kumar Ray ,  Anjum Siddique

IPC: H04M3/523 ,  G06Q30/00 ,  G06Q10/06 ,  G10L15/22 ,  G10L15/00

Abstract: Humans often understand speech at a rate closing matching their own rate of speech. However, this is an average and natural speech will have a fluctuating rate of speech. Mandating that a must speak at a certain rate, such as to accommodate the preferred rate of another person, is distracting to the speaker and often results in a noticeably unnatural patter of speech. By automatically identifying a preferred speaking rate, a customer of a contact center may automatically be matched to an agent who naturally speaks at the same rate, with an acceptable margin of error, as the customer. Accordingly, the selected agent requires no coaching with regard to the rate of speech and may naturally converse with the customer.

公开(公告)号：US10824308B2

公开(公告)日：2020-11-03

申请号：US15830932

申请日：2017-12-04

Applicant: Avaya Inc.

Inventor： Avinash Anand ,  Divakar Ray ,  Anjum Siddique

IPC: G06F3/0484 ,  G06F3/0481 ,  G06Q10/10 ,  G06F16/904

Abstract: A first communication endpoint determines that a co-browsing session has been established. The first communication endpoint sends contents of a displayed web page in a first browser to a second browser, which has a different display size and/or layout. The first communication endpoint detects a movement of a first cursor in the displayed web page and identifies a first user interface element that the first cursor is currently over. The first communication endpoint determines a ratio of coordinates of the first cursor in relation to a size of the first user interface element. The first communication endpoint sends an identifier for the first user interface element and the determined ratio of coordinates to the second browser. The second browser uses the determined ratio of coordinates to calculate a position of a second cursor over the first user interface element displayed in the second browser.

公开(公告)号：US20190171772A1

公开(公告)日：2019-06-06

申请号：US15830744

申请日：2017-12-04

Applicant: Avaya Inc.

Inventor： Avinash Anand ,  Divakar Ray ,  Anjum Siddique

IPC: G06F17/30 ,  G06F8/40

Abstract: A communication endpoint determines that a co-browsing session has been established between a first browser on the communication endpoint and a co-browsing server. The first browser initiates a listener to identify a user interface event in a browsing session of a web page. The first browser identifies a code element (e.g., a CSS class) associated with the user interface event. The code element modifies a view of the web page, but the modification of the view of the web page is not identified by the user interface event. The first browser converts the code element into a different programming language and sends the converted code element and an identifier of the user interface event to the co-browsing server. The co-browsing server sends the identifier of the event and the converted code element to a second browser to recreate the user interface displayed in the first browser.

公开(公告)号：US20190171340A1

公开(公告)日：2019-06-06

申请号：US15830932

申请日：2017-12-04

Applicant: Avaya Inc.

Inventor： Avinash Anand ,  Divakar Ray ,  Anjum Siddique

IPC: G06F3/0484 ,  G06F3/0481

Abstract: A first communication endpoint determines that a co-browsing session has been established. The first communication endpoint sends contents of a displayed web page in a first browser to a second browser, which has a different display size and/or layout. The first communication endpoint detects a movement of a first cursor in the displayed web page and identifies a first user interface element that the first cursor is currently over. The first communication endpoint determines a ratio of coordinates of the first cursor in relation to a size of the first user interface element. The first communication endpoint sends an identifier for the first user interface element and the determined ratio of coordinates to the second browser. The second browser uses the determined ratio of coordinates to calculate a position of a second cursor over the first user interface element displayed in the second browser.