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公开(公告)号：US09031205B2
公开(公告)日：2015-05-12
申请号：US14025674
申请日：2013-09-12
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
CPC classification number: H04M3/5175 , H04M3/18
Abstract: An automatic ambient environmental detection and lockout system that recognizes unacceptable background noise for agents and a method that requires agents and/or supervisors to take corrective action on detected noise issues prior to work assignment facilitates an effective and efficient environment appropriate for agents to handle contact center work.
Abstract translation: 识别代理人不可接受的背景噪音的自动环境环境检测和锁定系统以及需要代理人和/或主管在工作分配之前对检测到的噪声问题采取纠正措施的方法有助于有效和有效的环境，适合代理处理联络中心 工作。
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公开(公告)号：US10362167B2
公开(公告)日：2019-07-23
申请号：US13922346
申请日：2013-06-20
Applicant: Avaya, Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
Abstract: Proximity-based interactions with wallboards and mobile devices create an interactive and effective communication model, efficiently utilizing space and opportunities for communication between a contact center and its agents and supervisors. The system provides a dynamic, proximity-based location service including displays for agents and real-time message capabilities for supervisors.
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公开(公告)号：US20170085711A1
公开(公告)日：2017-03-23
申请号：US14860330
申请日：2015-09-21
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson
CPC classification number: H04M3/5175 , H04M3/42221 , H04M3/428
Abstract: A method and apparatus to detect and prevent mute abuse by contact center agents provided by an application with an event listener in a contact center communication system are described along with various methods and mechanisms for administering the same. Based on predefined thresholds, the event listener can detect and notify a contact center supervisor and/or a systems administrator when certain mute timing thresholds are not met and/or mute timing thresholds are exceeded. If the exceptions provided by the event listener suggest that an agent is deliberately circumventing a metrics scoring system and/or avoiding work by placing a caller on mute rather than accepting and addressing a work item, service observing monitoring, logging, and disciplinary action can occur.
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公开(公告)号：US20130223618A1
公开(公告)日：2013-08-29
申请号：US13862029
申请日：2013-04-12
Applicant: Avaya Inc.
Inventor： Thomas L. Hemm , Joylee E. Kohler , Rodney A. Thomson
IPC: H04M3/523
CPC classification number: H04M3/5235 , G06Q10/107 , G06Q30/01 , G06Q30/02 , G06Q30/0601 , H04L41/147 , H04L41/5009 , H04L41/5022 , H04L41/5064 , H04M3/5191 , H04M3/523 , H04M3/5231 , H04M2203/551
Abstract: The present invention is directed to a method for servicing a transaction in a contact center. When an instant message communication associated with a transaction is suspended prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining the assigned service priority for the transaction for assignment to a subsequent communication; (b) scheduling a subsequent outbound instant message to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound instant message is received by the contact center; and (d) maintaining previously selected item(s) in memory and providing the item(s) to the transaction initiator in a subsequent communication.
Abstract translation: 本发明涉及一种用于维护联络中心中的交易的方法。 当与事务相关联的即时消息通信过早地被暂停时，可以向事务发起者提供特殊处理。 特殊待遇包括：（a）维护交易的分配服务优先级，以转交给后续通信; （b）将后续出站即时消息调度到与所述事务发起者相关联的外部端点; （c）当联络中心接收到后续的入站即时消息时，向交易发起者分配优惠服务优先权; 和（d）将先前选择的项目保持在存储器中，并在随后的通信中将项目提供给交易启动器。
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公开(公告)号：US20140376711A1
公开(公告)日：2014-12-25
申请号：US13926879
申请日：2013-06-25
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M3/20 , H04M3/2281 , H04M3/42221 , H04M2201/42
Abstract: A mobile service observing integration system efficiently utilizes multi-functional smart devices providing operating system support for native applications and application programming interface support for third-party applications, allowing seamless mobile communication between a contact center and its agents and supervisors.
Abstract translation: 移动服务观察集成系统有效地利用多功能智能设备，为本地应用提供操作系统支持，并为第三方应用提供应用程序接口支持，允许联络中心与其代理商和主管之间的无缝移动通信。
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Patent Agency Ranking
公开(公告)号：US20140270136A1
公开(公告)日：2014-09-18
申请号：US13840773
申请日：2013-03-15
Applicant: AVAYA INC.
Inventor： Rodney A. Thomson , Brian J. Reynolds
CPC classification number: H04M3/51 , H04M3/5234 , H04M2201/18 , H04M2203/402
Abstract: The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying a threshold, where the threshold is related to the variable; monitoring the variable; and adjusting the threshold in relation to a change in the variable.
Abstract translation: 本公开涉及用于确定自适应阈值的方法，包括指定变量，其中变量包括联络中心的实时状态; 指定阈值，其中阈值与变量相关; 监测变量; 并且相对于变量的变化调整阈值。
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公开(公告)号：US20140270134A1
公开(公告)日：2014-09-18
申请号：US13840613
申请日：2013-03-15
Applicant: AVAYA INC.
Inventor： Rodney A. Thomson
IPC: H04M3/523
CPC classification number: H04M3/5175 , H04M2203/401 , H04M2203/556 , H04M2242/30
Abstract: The present disclosure is directed to methods including obtaining a location data of a source; obtaining at least one performance measure; correlating the location data and the at least one performance measure to obtain a correlation; and analyzing the correlation to obtain an analysis report. The present disclosure is further directed to systems that include a source related to a contact center, and a processor configured to: obtain a location data of the source; derive at least one performance measure; correlate the location data and the at least one performance measure to obtain a correlation; and analyze the correlation to obtain an analysis report.
Abstract translation: 本公开涉及包括获得源的位置数据的方法; 获得至少一项绩效指标; 将所述位置数据与所述至少一个性能测量值相关联以获得相关性; 并分析相关性以获得分析报告。 本公开进一步涉及包括与联络中心相关的源的系统和被配置为：获得源的位置数据的处理器; 至少得出一个绩效指标; 将所述位置数据和所述至少一个性能测量值相关联以获得相关性; 并分析相关性以获得分析报告。
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公开(公告)号：US10805461B2
公开(公告)日：2020-10-13
申请号：US13840773
申请日：2013-03-15
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson , Brian J. Reynolds
Abstract: The present disclosure is directed to methods for determining an adaptive threshold, including specifying a variable, where the variable comprises a real-time state of a contact center; specifying a threshold, where the threshold is related to the variable; monitoring the variable; and adjusting the threshold in relation to a change in the variable.
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公开(公告)号：US10440179B2
公开(公告)日：2019-10-08
申请号：US14860330
申请日：2015-09-21
Applicant: Avaya Inc.
Inventor： Rodney A. Thomson
Abstract: A method and apparatus to detect and prevent mute abuse by contact center agents provided by an application with an event listener in a contact center communication system are described along with various methods and mechanisms for administering the same. Based on predefined thresholds, the event listener can detect and notify a contact center supervisor and/or a systems administrator when certain mute timing thresholds are not met and/or mute timing thresholds are exceeded. If the exceptions provided by the event listener suggest that an agent is deliberately circumventing a metrics scoring system and/or avoiding work by placing a caller on mute rather than accepting and addressing a work item, service observing monitoring, logging, and disciplinary action can occur.
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公开(公告)号：US20190306317A1
公开(公告)日：2019-10-03
申请号：US16447485
申请日：2019-06-20
Applicant: Avaya Inc.
Inventor： Deborah Hill , Sarah H. Kiefhaber , Joylee E. Kohler , Katherine A. Sobus , Rodney A. Thomson
Abstract: A contact center is provided that can service customers on premises via a mobile kiosk. The mobile kiosk may be carried by the customer or by an on-site customer service representative. The mobile kiosk may be enqueued in the contact center contact queue such that enhanced customer service can be provided through interfacing with the enterprise database, vendor databases, as well as assigning an appropriately skilled contact center agent to the customer contact.
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