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公开(公告)号：US10827074B2
公开(公告)日：2020-11-03
申请号：US16169813
申请日：2018-10-24
Applicant: Avaya Inc.
Inventor： Roger I. Krimstock , Dwayne W. Ockel , Gregory P. Schin , Kevin Archer , Rusty Nelson
Abstract: Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.
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公开(公告)号：US20200137232A1
公开(公告)日：2020-04-30
申请号：US16169813
申请日：2018-10-24
Applicant: Avaya Inc.
Inventor： Roger I. Krimstock , Dwayne W. Ockel , Gregory P. Schin , Kevin Archer , Rusty Nelson
Abstract: Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.
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