公开(公告)号：US10306069B2

公开(公告)日：2019-05-28

申请号：US15952299

申请日：2018-04-13

Applicant: Avaya Inc.

Inventor： Gráinne Farrell ,  Adrian Ryan ,  Conor Tannian ,  Will Meaney

IPC: H04M3/523 ,  H04L29/08 ,  H04M3/51

Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.

公开(公告)号：US20180270358A1

公开(公告)日：2018-09-20

申请号：US15952299

申请日：2018-04-13

Applicant: Avaya Inc.

Inventor： Gráinne Farrell ,  Adrian Ryan ,  Conor Tannian ,  Will Meaney

IPC: H04M3/523 ,  H04L29/08 ,  H04M3/51

CPC classification number: H04M3/5238 ,  H04L67/22 ,  H04M3/5183 ,  H04M3/5191 ,  H04M3/523 ,  H04M3/5232 ,  H04M2203/405

Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.

公开(公告)号：US09948783B1

公开(公告)日：2018-04-17

申请号：US15461526

申请日：2017-03-17

Applicant: Avaya Inc.

Inventor： Gráinne Farrell ,  Adrian Ryan ,  Conor Tannian ,  Will Meaney

IPC: H04M3/523 ,  H04M3/51 ,  H04L29/08

CPC classification number: H04M3/5238 ,  H04L67/22 ,  H04M3/5183 ,  H04M3/523 ,  H04M3/5232 ,  H04M2203/405

Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published to a portal service while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, if the time that the request is published surpasses a threshold and an interrupt is not received then the request is removed from being published to the portal service and agents of the contact center are allowed to service the request.