公开(公告)号：US20170142128A1

公开(公告)日：2017-05-18

申请号：US14943635

申请日：2015-11-17

Applicant: Avaya Inc.

Inventor： Tony McCORMACK ,  John H. YOAKUM ,  David SKIBA

IPC: H04L29/06

CPC classification number: H04L63/108 ,  G06Q50/01 ,  H04L63/102 ,  H04L63/107

Abstract: A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.

公开(公告)号：US20170180554A1

公开(公告)日：2017-06-22

申请号：US14976050

申请日：2015-12-21

Applicant: Avaya Inc.

Inventor： Tony McCORMACK ,  David SKIBA ,  John H. YOAKUM

IPC: H04M3/51

Abstract: A method, a device and a system selects an optimal resource and/or channel. The device of a contact center receives transaction data and interaction data corresponding to a transaction between the contact center and a user device. The transaction data includes one of a current resource being utilized for the transaction or a current channel indicating a communication channel being utilized for the transaction. The interaction data corresponds to interaction information of the current resource and the user device. The device generates a current score value of the transaction based on the transaction data and the interaction data. The device determines one of a further resource or a further channel to be used for the transaction based on the current score value and a predictive model. The predictive model defines relations between score values with the resources or the channels.