公开(公告)号：US20190273821A1

公开(公告)日：2019-09-05

申请号：US16419554

申请日：2019-05-22

Applicant: Avaya Inc.

Inventor： Gerard Carty ,  Thomas Moran

IPC: H04M3/493 ,  H04M3/58 ,  G06F17/27 ,  H04M3/51

Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.

公开(公告)号：US10129405B2

公开(公告)日：2018-11-13

申请号：US15893846

申请日：2018-02-12

Applicant: Avaya Inc.

Inventor： Thomas Moran ,  Gerard Carty

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06Q10/06

Abstract: Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.

公开(公告)号：US20210056560A1

公开(公告)日：2021-02-25

申请号：US16546514

申请日：2019-08-21

Applicant: Avaya Inc.

Inventor： Thomas Moran ,  Gerard Carty

IPC: G06Q30/00 ,  G06N5/02 ,  H04L12/26 ,  G10L13/04 ,  G10L15/26 ,  G10L15/22

Abstract: Contact center agents commonly have dissimilar levels of skill for a particular topic or ability. Often an expert is available to help lesser-skilled agents, but such experts may not always be available. Automated systems and methods are provided that allow for an agent-customer interaction to be monitored and, when a question is present, identify a best-matching knowledge unit to address the question. With the knowledge unit identified, a prior communication portion associated with the knowledge unit is then presented to the agent, such as via pop-up message, whisper voice message, etc., to allow the agent to have the benefit of the knowledge of the expert to answer the question without engaging the expert.

公开(公告)号：US10812321B2

公开(公告)日：2020-10-20

申请号：US16188610

申请日：2018-11-13

Applicant: Avaya Inc.

Inventor： Gerard Carty ,  Thomas Moran

IPC: H04L12/24 ,  H04M3/51 ,  G06F1/16

Abstract: A plurality of nodes on a network may be utilized to communicate with external nodes outside of the plurality. The removal from service of a number of the plurality of nodes may cause the network to become ineffective or inoperable. Nodes may be monitored to determine a predicated out-of-service condition and mitigating actions taken. For example, if an operator of a node is likely to be unable to provide required inputs to the node, another node with associated operator may be allocated to become available at a timely predicted to coincide with the outage of the monitored node. Other mitigating actions may also be utilized, such as reassigning the physical location of the monitored node.

公开(公告)号：US10659612B2

公开(公告)日：2020-05-19

申请号：US15903759

申请日：2018-02-23

Applicant: Avaya Inc.

Inventor： Thomas Moran

IPC: H04M3/00 ,  H04M3/523 ,  H04L12/24 ,  H04M3/51

Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.

公开(公告)号：US20200153681A1

公开(公告)日：2020-05-14

申请号：US16188610

申请日：2018-11-13

Applicant: Avaya Inc.

Inventor： Gerard Carty ,  Thomas Moran

IPC: H04L12/24 ,  H04M3/51

Abstract: A plurality of nodes on a network may be utilized to communicate with external nodes outside of the plurality. The removal from service of a number of the plurality of nodes may cause the network to become ineffective or inoperable. Nodes may be monitored to determine a predicated out-of-service condition and mitigating actions taken. For example, if an operator of a node is likely to be unable to provide required inputs to the node, another node with associated operator may be allocated to become available at a timely predicted to coincide with the outage of the monitored node. Other mitigating actions may also be utilized, such as reassigning the physical location of the monitored node.

公开(公告)号：US10389879B2

公开(公告)日：2019-08-20

申请号：US15599537

申请日：2017-05-19

Applicant: Avaya Inc.

Inventor： Gerard Carty ,  Thomas Moran

IPC: H04M3/493 ,  G06F17/27 ,  H04M3/51 ,  H04M3/58

Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are ordered and presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.

公开(公告)号：US20180338040A1

公开(公告)日：2018-11-22

申请号：US15599537

申请日：2017-05-19

Applicant: Avaya Inc.

Inventor： Gerard Carty ,  Thomas Moran

IPC: H04M3/493 ,  G06F17/27

CPC classification number: H04M3/4936 ,  G06F17/2705 ,  G06F17/2735 ,  H04M3/5133 ,  H04M3/58 ,  H04M2201/40 ,  H04M2203/2038 ,  H04M2203/552

Abstract: A process for updating a second agent about a call in a contact center comprises receiving a call at the contact center and connecting the call to a device associated with a first agent of the contact center. A processor is used to configure a list of keywords to detect during the call, and when a key word is detected (e.g., using a speech analyzer), a snippet of the call based on the detected keywords is identified. The snippets are ordered and presented to a second agent through a device associated with the second agent. The call is then connected to the device associated with the second agent.

公开(公告)号：US20180191906A1

公开(公告)日：2018-07-05

申请号：US15893846

申请日：2018-02-12

Applicant: Avaya Inc.

Inventor： Thomas Moran ,  Gerard Carty

IPC: H04M3/523 ,  G06Q10/06

CPC classification number: H04M3/5238 ,  G06Q10/063118 ,  H04M2203/402

Abstract: Managing resources in a contact center including assigning each resource to one of a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute. An expected number of contacts requiring resources possessing one of the first or second resource attribute is predicted for a time period, and a correlation between the first and second resource attribute is identified. Based on the correlation, a minimum number of resources from each set required to handle the expected number of contacts at a predetermined service level for the time period is forecasted. The minimum number of resources from the first set is less than a number of resources required without the correlation.

公开(公告)号：US09961204B1

公开(公告)日：2018-05-01

申请号：US15682115

申请日：2017-08-21

Applicant: AVAYA INC.

Inventor： Thomas Moran ,  Gerard Carty

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51 ,  H04L12/58 ,  G06N7/00 ,  G06Q10/06 ,  G06Q30/00 ,  G06N5/04

CPC classification number: H04M3/5175 ,  G06N5/043 ,  G06N7/00 ,  G06Q10/06393 ,  G06Q10/06398 ,  G06Q30/016 ,  H04L51/02 ,  H04M3/5133 ,  H04M3/5183 ,  H04M2203/401

Abstract: Embodiments provide an oversight mechanism using eye tracking to monitor a human agent's review of artificial intelligence generated contact in a contact center communication session. Content generated by an artificial intelligence engine for each session can be presented to the human agent through a user interface for review by the human agent. While the generated content is being presented, an eye tracking system associated can monitor review of the generated content by the human agent. An indication of the human agent's level of attention to the generated content can be generated based on monitoring the review of the content by the human agent. The indication of the human agent's level of attention can be stored in a set of Key Performance Indicators (KPIs) for the human agent. One or more reports can be provided based on the KPIs.