公开(公告)号：US20160295018A1

公开(公告)日：2016-10-06

申请号：US14672409

申请日：2015-03-30

Applicant: Avaya Inc.

Inventor： Liam LOFTUS ,  Neil O'CONNOR ,  Tommy MORAN ,  Seamus HAYES ,  Paul D'ARCY

IPC: H04M3/51 ,  H04M3/22 ,  H04M3/58

Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.

Abstract translation: 方法和系统自动优化代理时间。 由传送装置执行的方法包括监视由联络中心的代理使用的代理装置与用户使用的用户装置之间的通信会话。 通信会话包括代理产生的第一通信和用户生成的第二通信。 该方法包括确定通信会话将何时从代理设备传送到联络中心的自动化系统。 自动化系统被配置为通过为第二通信产生第三通信来执行通信会话。 该方法包括在确定要传送的通信会话被配置为将通信会话从代理设备自动传送到自动系统时生成控制信号。

公开(公告)号：US20170118341A1

公开(公告)日：2017-04-27

申请号：US14919057

申请日：2015-10-21

Applicant: Avaya Inc.

Inventor： Edel KELLY ,  Liam LOFTUS ,  Seamus HAYES ,  Will MEANEY

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5141 ,  H04M3/5233 ,  H04M3/58 ,  H04M2201/16 ,  H04M2201/50

Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.

公开(公告)号：US20160205251A1

公开(公告)日：2016-07-14

申请号：US14596629

申请日：2015-01-14

Applicant: Avaya Inc.

Inventor： Liam LOFTUS ,  Padraig MEANEY ,  Philip MCCANN ,  Michael MCBRIDE

IPC: H04M3/51

CPC classification number: H04M3/5175 ,  H04M2201/50

Abstract: A method and system automatically monitors quality and agent suitability in a video communication processed at a contact center. The method performed by a monitoring device includes receiving a plurality of consecutive images of a video communication between an agent device used by an agent of a contact center and a user device used by a user with a request. The method includes determining at least one agent action performed during the video communication that is outside a predetermined parameter. The method includes determining a change that the agent is to perform based upon the agent action. The method includes transmitting the change to the agent device.

Abstract translation: 方法和系统自动监视在联络中心处理的视频通信中的质量和代理适用性。 由监视装置执行的方法包括接收由联络中心的代理使用的代理装置与用户使用的请求之间的用户装置之间的视频通信的多个连续图像。 该方法包括确定在视频通信期间执行的至少一个在预定参数之外的代理动作。 该方法包括基于代理动作来确定代理将执行的改变。 该方法包括将更改发送到代理设备。

公开(公告)号：US20160205250A1

公开(公告)日：2016-07-14

申请号：US14592257

申请日：2015-01-08

Applicant: Avaya Inc.

Inventor： Liam LOFTUS ,  Neil O'CONNOR ,  John MCGREEVY ,  Seamus HAYES

IPC: H04M3/51

Abstract: A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.

Abstract translation: 方法和系统自动确定何时查看代理响应。 由监视装置执行的方法包括接收包括由联络中心接收的请求的请求类型的第一数据。 响应于第一数据，该方法包括自动确定与请求类型相对应的规则，指示代理针对请求类型执行的所需步骤的规则。 该方法包括接收对应于代理使用的响应过程的第二数据，以产生对该请求的响应，响应过程包括由该代理执行该请求所执行的步骤。 响应于第二数据，该方法包括自动确定所执行的步骤是否包括在所执行的响应过程的步骤中。 该方法包括当所执行的响应过程的步骤中不存在所需步骤时，将响应转发给管理设备。