公开(公告)号：US20150363431A1

公开(公告)日：2015-12-17

申请号：US14301657

申请日：2014-06-11

Applicant: Avaya Inc.

Inventor： Ronan Fox ,  Sean Burke ,  Tommy Morris ,  Donal Ward

IPC: G06F17/30 ,  H04L12/26 ,  H04L29/06

Abstract: A collaboration system for information sharing in an enterprise is disclosed. The collaboration system includes a monitoring module configured to monitor a communication for one or more parameters. The collaboration system further includes an information management module configured to select one or more data items from one or more databases based on the one or more parameters, wherein each of the data items includes an associated score. The collaboration system further includes a ranking module configured to score the one or more selected data items. The collaboration system further includes a database management module configured to update the one or more databases with the score of the one or more selected data items.

Abstract translation: 披露企业信息共享协作系统。 协作系统包括被配置为监视一个或多个参数的通信的监视模块。 协作系统还包括信息管理模块，该信息管理模块被配置为基于一个或多个参数从一个或多个数据库中选择一个或多个数据项，其中每个数据项包括相关联的分数。 协作系统还包括配置成对一个或多个所选数据项进行评分的排序模块。 协作系统还包括数据库管理模块，其被配置为利用所选择的一个或多个数据项的得分更新一个或多个数据库。

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。

公开(公告)号：US10530674B2

公开(公告)日：2020-01-07

申请号：US14301657

申请日：2014-06-11

Applicant: Avaya Inc.

Inventor： Ronan Fox ,  Sean Burke ,  Tommy Morris ,  Donal Ward

IPC: H04L12/26 ,  G06Q10/10

Abstract: A collaboration system for information sharing in an enterprise is disclosed. The collaboration system includes a monitoring module configured to monitor a communication for one or more parameters. The collaboration system further includes an information management module configured to select one or more data items from one or more databases based on the one or more parameters, wherein each of the data items includes an associated score. The collaboration system further includes a ranking module configured to score the one or more selected data items. The collaboration system further includes a database management module configured to update the one or more databases with the score of the one or more selected data items.

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。