公开(公告)号：US10902083B2

公开(公告)日：2021-01-26

申请号：US14302590

申请日：2014-06-12

Applicant: Avaya Inc.

Inventor： Peter Flannery ,  Cathal Mac Donnacha ,  Lee Malcolm

IPC: G06F16/95 ,  G06F16/958 ,  G06Q10/06 ,  G06F16/242 ,  G06F16/9535 ,  G06F21/55

Abstract: A system for enhanced information flow in an enterprise is disclosed. The system includes a monitoring module configured to determine one or more metrics associated with at least one of an agent or a data item. The system further includes a rating module configured to provide a rating to the data item based on the one or more metrics associated with the at least one of the agent or the data item. The system further includes a computing module configured to compute a review parameter based on the rating of the data item. The system further includes a display module configured to display an indicator associated with the computed review parameter.

公开(公告)号：US20150350445A1

公开(公告)日：2015-12-03

申请号：US14291028

申请日：2014-05-30

Applicant: Avaya Inc.

Inventor： Peter Flannery ,  Paul D'Arcy ,  Tony McCormack

IPC: H04M3/523 ,  H04M3/51

CPC classification number: H04M3/5232

Abstract: A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.

Abstract translation: 基于与客户及其当前设备相关联的所有媒体能力在初始路由期间选择代理的系统。 该系统包括用于挖掘客户设备上的一个或多个媒体功能的数据挖掘模块。 该系统还包括客户简档模块，用于基于设备上的一个或多个挖掘的媒体能力构建客户简档。 系统还包括映射模块以将客户简档映射到代理简档。 所述系统还包括选择模块，用于基于所述映射为所述客户选择代理。

公开(公告)号：US09781268B2

公开(公告)日：2017-10-03

申请号：US14291028

申请日：2014-05-30

Applicant: Avaya Inc.

Inventor： Peter Flannery ,  Paul D'Arcy ,  Tony McCormack

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

CPC classification number: H04M3/5232

Abstract: A system for selecting an agent during initial routing based on all the media capabilities associated with a customer and their current device. The system includes a data mining module to mine one or more media capabilities on a device of a customer. The system further includes a customer profile module to build a customer profile based on the one or more mined media capabilities on the device. The system further includes a mapping module to map the customer profile with an agent profile. The system further includes a selection module to select an agent for the customer based on the mapping.

公开(公告)号：US20160094411A1

公开(公告)日：2016-03-31

申请号：US14496505

申请日：2014-09-25

Applicant: Avaya Inc.

Inventor： Fergal Brennan ,  Peter Flannery ,  David Saunders

IPC: H04L12/24 ,  H04L12/26

CPC classification number: H04L41/5009 ,  H04L41/046

Abstract: An optimization computer system for optimizing performance of at least one agent in an enterprise is disclosed. The system includes a monitoring module configured to monitor one or more performance parameters of the at least one agent, wherein the at least one agent is managing one or more work requests. The optimization system further includes a computing module configured to compute at least one score for each of the one or more performance parameters and compare the at least one score with one or more predefined thresholds associated with the one or more performance parameters. The optimization system further includes a work management module configured to manage the one or more work requests assigned to the at least one agent based on comparison of the at least one score with the one or more predefined thresholds.

Abstract translation: 公开了一种用于优化企业中至少一个代理的性能的优化计算机系统。 所述系统包括被配置为监视所述至少一个代理的一个或多个性能参数的监视模块，其中所述至少一个代理正在管理一个或多个工作请求。 优化系统还包括计算模块，其被配置为针对所述一个或多个性能参数中的每一个计算至少一个分数，并将所述至少一个分数与与所述一个或多个性能参数相关联的一个或多个预定义阈值进行比较。 所述优化系统还包括工作管理模块，所述工作管理模块被配置为基于所述至少一个分数与所述一个或多个预定阈值的比较来管理分配给所述至少一个代理的所述一个或多个工作请求。

公开(公告)号：US20150363736A1

公开(公告)日：2015-12-17

申请号：US14302590

申请日：2014-06-12

Applicant: Avaya Inc.

Inventor： Peter Flannery ,  Cathal Mac Donnacha ,  Lee Malcolm

IPC: G06Q10/06

CPC classification number: G06Q10/06398

Abstract: A system for enhanced information flow in an enterprise is disclosed. The system includes a monitoring module configured to determine one or more metrics associated with at least one of an agent or a data item. The system further includes a rating module configured to provide a rating to the data item based on the one or more metrics associated with the at least one of the agent or the data item. The system further includes a computing module configured to compute a review parameter based on the rating of the data item. The system further includes a display module configured to display an indicator associated with the computed review parameter.

Abstract translation: 公开了一种增强企业信息流的系统。 该系统包括被配置为确定与代理或数据项中的至少一个相关联的一个或多个度量的监视模块。 该系统还包括评估模块，其被配置为基于与代理或数据项中的至少一个相关联的一个或多个度量来向数据项提供评级。 该系统还包括计算模块，该计算模块被配置为基于数据项的评级来计算审查参数。 所述系统还包括显示模块，所述显示模块被配置为显示与所述计算的查阅参数相关联的指示符。