公开(公告)号：US20150287062A1

公开(公告)日：2015-10-08

申请号：US14245855

申请日：2014-04-04

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  James Hickey

IPC: G06Q30/02

CPC classification number: G06Q30/0203

Abstract: In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.

Abstract translation: 为了提供反映双方之间通信会话细节的调查，监督双方之间已建立的通信会话的内容。 识别通信会话的内容中的一个或多个主题。 例如，可以监视客户和呼叫中心代理之间的语音通信以识别特定主题，诸如关于汽车保险的讨论。 根据确定的主题，通过将调查主题纳入调查来产生调查。 例如，调查可以包括一个关于他的四轮驱动SUV的客户汽车保险的问题，这是在通话期间讨论的。 然后将调查提交给或发送给通信会议的一方。

公开(公告)号：US11816688B2

公开(公告)日：2023-11-14

申请号：US14245855

申请日：2014-04-04

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  James Hickey

IPC: G06Q30/0203

CPC classification number: G06Q30/0203

Abstract: In order to provide a survey that reflects details of a communication session between two parties, content of an established communication session between the parties is monitored. One or more topics in the content of the communication session are identified. For example, a voice communication between a customer and a call center agent can be monitored to identify a specific topic, such as a discussion about car insurance. Based on the identified topic, a survey is generated by incorporating the topic into the survey. For example, the survey can include a question regarding the customer's car insurance of his four wheel drive SUV, which was discussed during the call. The survey is then presented to or sent to a party of the communication session.

公开(公告)号：US09871923B2

公开(公告)日：2018-01-16

申请号：US14552596

申请日：2014-11-25

Applicant: Avaya Inc.

Inventor： James Hickey ,  Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor

IPC: H04M3/00 ,  H04M3/523 ,  H04M5/00 ,  H04L12/66

CPC classification number: H04M3/523

Abstract: A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.

公开(公告)号：US20160150084A1

公开(公告)日：2016-05-26

申请号：US14552596

申请日：2014-11-25

Applicant: Avaya Inc.

Inventor： James Hickey ,  Tony McCormack ,  Paul D'Arcy ,  Neil O'Connor

IPC: H04M3/523

CPC classification number: H04M3/523

Abstract: A computing system for managing a plurality of resources for one or more communication sessions in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of at least one communication session. The system further includes a database for storing one or more monitored parameters. The system further includes a calculation module for calculating a multiplicity value for each of the plurality of resources based on the stored parameters. The system further includes an allocation module for allocating the at least one communication session to at least one resource of the plurality of resources based on the calculated multiplicity value.

Abstract translation: 公开了一种用于管理企业中的一个或多个通信会话的多个资源的计算系统。 计算系统包括用于监视至少一个通信会话的一个或多个参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 该系统还包括一个计算模块，用于基于所存储的参数来计算多个资源中的每一个的多重值。 所述系统还包括分配模块，用于基于所计算的多重值将所述至少一个通信会话分配给所述多个资源中的至少一个资源。