公开(公告)号：US09020134B1

公开(公告)日：2015-04-28

申请号：US14046452

申请日：2013-10-04

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Fintan Hynes ,  Paul D'Arcy

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175

Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.

Abstract translation: 提供了一种自动分配监控客户代理交互的系统。 公开了一种被配置为提取与多个客户代理交互中的每一个相关的元数据的元数据提取模块。 此外，公开了一种被配置为收集关于通信系统中的多个监督资源中的每一个的属性的资源属性收集模块。 此外，公开了一种分配模块，其被配置为基于所提取的元数据和所收集的属性来分配多个监督资源中的一个以监视多个客户代理交互中的一个。

公开(公告)号：US20150098560A1

公开(公告)日：2015-04-09

申请号：US14046452

申请日：2013-10-04

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Fintan Hynes ,  Paul D'Arcy

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.

Abstract translation: 提供了一种自动分配监控客户代理交互的系统。 公开了一种被配置为提取与多个客户代理交互中的每一个相关的元数据的元数据提取模块。 此外，公开了一种被配置为收集关于通信系统中的多个监督资源中的每一个的属性的资源属性收集模块。 此外，公开了一种分配模块，其被配置为基于所提取的元数据和所收集的属性来分配多个监督资源中的一个以监视多个客户代理交互中的一个。