公开(公告)号：US20150181038A1

公开(公告)日：2015-06-25

申请号：US14135945

申请日：2013-12-20

Applicant: Avaya Inc.

Inventor： Ronan Fox ,  Sean Burke ,  Tommy Morris ,  Ruth Gibson

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06393

Abstract: A system for driving a virtual view of agents of a contact center is provided. The system includes a monitoring module for monitoring and detecting a breach in threshold associated with at least one key performance indicator of at least one agent from a plurality of agents. The system further includes a ranking module for calculating a rank of at least one agent among the plurality of agents based on predefined rules. The system further includes a driving module for driving a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent.

Abstract translation: 提供了一种用于驱动联络中心的代理的虚拟视图的系统。 该系统包括监测模块，用于监测和检测与来自多个代理的至少一个代理的至少一个关键性能指标相关联的门槛违规。 该系统还包括用于基于预定规则计算多个代理中的至少一个代理的等级的排序模块。 该系统还包括驱动模块，用于基于所计算的至少一个代理的等级来驱动多个代理的虚拟视图的显示。

公开(公告)号：US09338296B2

公开(公告)日：2016-05-10

申请号：US14135945

申请日：2013-12-20

Applicant: Avaya Inc.

Inventor： Ronan Fox ,  Sean Burke ,  Tommy Morris ,  Ruth Gibson

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06393

Abstract: A system for driving a virtual view of agents of a contact center is provided. The system includes a monitoring module for monitoring and detecting a breach in threshold associated with at least one key performance indicator of at least one agent from a plurality of agents. The system further includes a ranking module for calculating a rank of at least one agent among the plurality of agents based on predefined rules. The system further includes a driving module for driving a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent.

Abstract translation: 提供了一种用于驱动联络中心的代理的虚拟视图的系统。 该系统包括监测模块，用于监测和检测与来自多个代理的至少一个代理的至少一个关键性能指标相关联的门槛违规。 该系统还包括用于基于预定规则计算多个代理中的至少一个代理的等级的排序模块。 该系统还包括驱动模块，用于基于所计算的至少一个代理的等级来驱动多个代理的虚拟视图的显示。