-
公开(公告)号：US20150215463A1
公开(公告)日：2015-07-30
申请号：US14173610
申请日：2014-02-05
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis
IPC: H04M3/523
CPC classification number: H04M3/5232 , H04M3/5238 , H04M2203/401
Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.
Abstract translation: 描述了由用于工作分配优化的联络中心通信系统提供的代理评级预测和路由机制以及用于管理它的各种方法和机制。 本文提出的预测系统分析过去的代理性能，代理属性，联系属性和客户属性以计算结果值，并提供用于工作项路由到联络中心资源的性能预测。
-
2.发明申请公开(公告)号：US20150215365A1
公开(公告)日：2015-07-30
申请号：US14303950
申请日：2014-06-13
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Seamus Hayes , Sheldon Davis
CPC classification number: H04L65/80 , H04L43/04 , H04L43/08 , H04L65/403
Abstract: System and method to respond to a streaming media link quality problem in a communication session, the method including: monitoring textual messages in the communication session for an indication of a quality of service (QoS) problem; forming a hypothesized cause of the QoS problem; retrieving evidence relevant to the hypothesized cause, the relevant evidence comprising system logs; and determining whether the retrieved evidence supports the hypothesized cause. The system includes: a processor coupled to a memory; a monitoring module configured to monitor textual messages in the communication session for an indication of a quality of service (QoS) problem; an inference module configured to form a hypothesized cause of the QoS problem; a retrieval module configured to retrieve evidence relevant to the hypothesized cause, the relevant evidence comprising system logs stored in the memory; and a calculation module configured to determine whether the retrieved evidence supports the hypothesized cause.
Abstract translation: 用于响应通信会话中的流媒体链路质量问题的系统和方法，所述方法包括：监视通信会话中的文本消息以获得服务质量（QoS）问题的指示; 形成QoS问题的假设原因; 检索与假设原因相关的证据，相关证据包括系统日志; 并确定检索的证据是否支持假设的原因。 该系统包括：耦合到存储器的处理器; 监视模块，被配置为监视所述通信会话中的文本消息以用于服务质量（QoS）问题的指示; 推定模块，被配置为形成QoS问题的假设原因; 检索模块，被配置为检索与所述假设原因相关的证据，所述相关证据包括存储在所述存储器中的系统日志; 以及计算模块，被配置为确定所检索的证据是否支持假设的原因。
-
公开(公告)号：US09876860B2
公开(公告)日：2018-01-23
申请号：US14063285
申请日：2013-10-25
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis
CPC classification number: H04L67/148 , G06F9/544 , H04L29/08576 , H04L29/08639 , H04L67/10 , H04L67/14 , H04M3/5166 , H04M3/5183
Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.
-
Patent Agency Ranking
4.发明授权公开(公告)号：US09531782B2
公开(公告)日：2016-12-27
申请号：US14303950
申请日：2014-06-13
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Seamus Hayes , Sheldon Davis
CPC classification number: H04L65/80 , H04L43/04 , H04L43/08 , H04L65/403
Abstract: System and method to respond to a streaming media link quality problem in a communication session, the method including: monitoring textual messages in the communication session for an indication of a quality of service (QoS) problem; forming a hypothesized cause of the QoS problem; retrieving evidence relevant to the hypothesized cause, the relevant evidence comprising system logs; and determining whether the retrieved evidence supports the hypothesized cause. The system includes: a processor coupled to a memory; a monitoring module configured to monitor textual messages in the communication session for an indication of a quality of service (QoS) problem; an inference module configured to form a hypothesized cause of the QoS problem; a retrieval module configured to retrieve evidence relevant to the hypothesized cause, the relevant evidence comprising system logs stored in the memory; and a calculation module configured to determine whether the retrieved evidence supports the hypothesized cause.
Abstract translation: 用于响应通信会话中的流媒体链路质量问题的系统和方法，所述方法包括：监视通信会话中的文本消息以获得服务质量（QoS）问题的指示; 形成QoS问题的假设原因; 检索与假设原因相关的证据，相关证据包括系统日志; 并确定检索的证据是否支持假设的原因。 该系统包括：耦合到存储器的处理器; 监视模块，被配置为监视所述通信会话中的文本消息以用于服务质量（QoS）问题的指示; 推定模块，被配置为形成QoS问题的假设原因; 检索模块，被配置为检索与所述假设原因相关的证据，所述相关证据包括存储在所述存储器中的系统日志; 以及计算模块，被配置为确定所检索的证据是否支持假设的原因。
-
公开(公告)号：US20150120904A1
公开(公告)日：2015-04-30
申请号：US14063285
申请日：2013-10-25
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis
CPC classification number: H04L67/148 , G06F9/544 , H04L29/08576 , H04L29/08639 , H04L67/10 , H04L67/14 , H04M3/5166 , H04M3/5183
Abstract: A first communication session is created with a first application written in first language. A change is detected in first variables in the first application. The first variables are retrieved from the first application in response to detecting a change in the first variables. The first communication session is transferred to a second application written in a second language. A change is detected in a second variable in the second application. The second variable is retrieved from the second application in response to detecting the change in the second variable. A common pair of variables are matched between the first variables and the second variable. The first communication session and the transferred first communication session are associated as a common communication session in response to matching the common pair of variables. One or more of the first plurality of variables is then used by the second application.
Abstract translation: 第一个通信会话是用第一语言编写的第一个应用程序创建的。 在第一个应用程序的第一个变量中检测到更改。 响应于检测到第一变量的变化，从第一应用程序检索第一变量。 第一通信会话被传送到用第二语言编写的第二应用程序。 在第二应用中的第二变量中检测到变化。 响应于检测到第二变量的变化，从第二应用程序检索第二变量。 第一个变量和第二个变量之间匹配一对常见的变量。 第一通信会话和所转移的第一通信会话响应于匹配公共变量对而被关联作为公共通信会话。 第一个多个变量中的一个或多个然后被第二个应用程序使用。
-
公开(公告)号：US09860380B2
公开(公告)日：2018-01-02
申请号：US14173610
申请日：2014-02-05
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis
CPC classification number: H04M3/5232 , H04M3/5238 , H04M2203/401
Abstract: An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.
-
公开(公告)号：US09609133B2
公开(公告)日：2017-03-28
申请号：US14673515
申请日：2015-03-30
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis , Wen-Hua Ju
CPC classification number: H04M3/5235 , G06Q10/10 , G06Q30/01 , H04M3/42068 , H04M3/5238 , H04M2203/556
Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.
-
公开(公告)号：US20160295020A1
公开(公告)日：2016-10-06
申请号：US14673515
申请日：2015-03-30
Applicant: Avaya Inc.
Inventor： Shmuel Shaffer , Patrick Tendick , Sheldon Davis , Wen-Hua Ju
CPC classification number: H04M3/5235 , G06Q10/10 , G06Q30/01 , H04M3/42068 , H04M3/5238 , H04M2203/556
Abstract: A predictive model for abandoned calls provided by a contact center communication system for routing optimization is described along with various methods and mechanisms for administering the same. Based on multiple attributes, the system can calculate the probabilities, risks, and costs associated with abandonment and wait, taking into account the patience of a caller, region where the caller lives, agents available to handle the call, length of time that the caller has already been waiting, potential cost of having the caller and call type abandon, and potential total cost of having the caller wait to be served.
Abstract translation: 描述由用于路由优化的联络中心通信系统提供的放弃呼叫的预测模型以及用于管理该呼叫的各种方法和机制。 基于多个属性，系统可以计算与放弃和等待相关的概率，风险和成本，同时考虑到呼叫者，呼叫者居住的区域，可用于处理呼叫的代理，呼叫者的时间长度 已经在等待，使呼叫者和呼叫类型放弃的潜在成本以及让呼叫者等待服务的潜在总成本。
-
-
-
-
-
-
-
Search Results
8
records
(took 0.012 seconds)
