公开(公告)号：US12120187B2

公开(公告)日：2024-10-15

申请号：US17706954

申请日：2022-03-29

申请人： Avaya Inc.

发明人： John H. Yoakum ,  Tony McCormack

IPC分类号： G06F3/0484 ,  G06F3/01 ,  G06F3/04895 ,  G06F9/451 ,  H04L67/306

CPC分类号： H04L67/306 ,  G06F3/013 ,  G06F3/017 ,  G06F3/0484 ,  G06F3/04895 ,  G06F9/453

摘要： Interactive contact center menu traversal via text stream interaction is disclosed. A user device establishes an interactive session with a server device. The user device receives, from the server device, a first text stream comprising a first contact center prompt. The user device scrolls a plurality of text components of the first text stream on a display over a first text stream presentation period of time, with text components presented earlier in time being replaced on the display with subsequent text components. The user device receives, from a user, a first user input in response to the first text stream and communicates the first user input to the server device.

公开(公告)号：US20200028967A1

公开(公告)日：2020-01-23

申请号：US16587588

申请日：2019-09-30

申请人： Avaya Inc.

发明人： Neil O'Connor ,  Tony McCormack

IPC分类号： H04M3/51 ,  G06Q10/06 ,  G06Q30/00 ,  H04M3/523 ,  H04M3/493

摘要： Managing customer interactions in an enterprise, that includes determining at least one objective of an incoming call request from a customer of the enterprise; establishing an on-going customer communication session with a plurality of agents of the enterprise based on the determined at least one objective; allocating the plurality of agents to the on-going customer communication session based on the determined at least one objective; and monitoring the on-going customer communication session to determine one or more attributes associated with the on-going customer communication session. Also, based on the determined one or more attributes associated with the on-going customer communication session, automatically changing a number of the plurality of agents allocated to the on-going customer communication session.

公开(公告)号：US10462151B2

公开(公告)日：2019-10-29

申请号：US14943635

申请日：2015-11-17

申请人： Avaya Inc.

发明人： Tony McCormack ,  John H. Yoakum ,  David Skiba

IPC分类号： H04L29/06 ,  G06Q50/00

摘要： A user profile is temporarily accessed by an accessor. A method performed by the accessor of a contact center includes receiving access data. The access data includes a user identifier for a user, an identifier identifying a third party having profile data of the user, and a user-predefined condition which must be satisfied for the profile data to be temporarily accessible by the contact center. The method includes transmitting a request to the third party to temporarily access the profile data during a time period when the condition is satisfied, the request including the user identifier. The method includes temporarily accessing the user profile when the request is granted.

公开(公告)号：US09986097B2

公开(公告)日：2018-05-29

申请号：US14533407

申请日：2014-11-05

申请人： Avaya Inc.

发明人： Desmond Kirrane ,  Paul D'Arcy ,  Tony McCormack

IPC分类号： H04M3/523

CPC分类号： H04M3/5232 ,  H04M2203/2038

摘要： An agent selector computer system for selecting at least one agent for at least one communication session in an enterprise is disclosed. The agent selector computer system includes a monitoring module for monitoring one or more parameters of the at least one communication session. The agent selector computer system further includes an agent list generation module for generating at least one list of agents based on the one or more monitored parameters. The agent selector computer system further includes an agent selection module for receiving one or more agent selection inputs from at least one user to select at least one agent. The agent selector computer system further includes a routing module for routing the at least one communication session to the at least one selected agent.

公开(公告)号：US20180124246A1

公开(公告)日：2018-05-03

申请号：US15856131

申请日：2017-12-28

申请人： Avaya Inc.

发明人： Neil O'Connor ,  Tony McCormack ,  Dawid Nowak

IPC分类号： H04M3/523 ,  G06Q10/06 ,  H04M3/51

CPC分类号： H04M3/5233 ,  G06Q10/06393 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/402

摘要： A predictive system for resource allocation in an enterprise is disclosed. The predictive system includes a database comprising one or more performance indicators for a plurality of resources, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise. The system further includes a monitoring module to monitor one or more parameters associated with the at least one communication session. The system further includes a determination module to generate at least one performance score for each of the plurality of resources based on the one or more monitored parameters and the one or more performance indicators. The system further includes a selection module to select the at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource.

公开(公告)号：US09883032B2

公开(公告)日：2018-01-30

申请号：US14450644

申请日：2014-08-04

申请人： Avaya Inc.

发明人： Neil O'Connor ,  Tony McCormack ,  John H. Yoakum

IPC分类号： H04M3/51

CPC分类号： H04M3/5141 ,  H04M3/5191

摘要： A contact manager system for generating an agent's script is disclosed. The contact manager system includes a monitoring module configured to determine one or more browsing activities and related context information of at least one customer. The contact manager system further includes a script generation module configured to generate the at least one agent script based on the one or more determined browsing activities. The contact manager system further includes a display module configured to display the at least one agent script to one or more agents. The contact manager system further includes a verification module configured to validate the agent's script.

公开(公告)号：US09363377B2

公开(公告)日：2016-06-07

申请号：US13922555

申请日：2013-06-20

申请人： Avaya Inc.

发明人： Shmuel Shaffer ,  Tony McCormack

IPC分类号： G06F15/173 ,  H04M3/523 ,  G06Q10/06 ,  H04M3/51

CPC分类号： H04M3/5237 ,  G06Q10/06 ,  H04M3/5133 ,  H04M3/523 ,  H04M3/5233 ,  H04M2203/402 ,  H04M2203/404 ,  H04M2203/406

摘要： An agent login optimization system for optimizing login of agents at communication managers of a contact center is provided. The agent login optimization system includes a monitoring module for monitoring predetermined activities at a plurality of communication managers in the contact center. The monitoring includes monitoring call traffic at the plurality of communication managers and monitoring login requests of agents. The agent login optimization system further includes a determination module configured to determine a suitable communication manager from the plurality of communication managers based upon the monitoring to login an agent. The agent login optimization system further includes an agent login module for logging the agent into the suitable communication manager.

摘要翻译： 提供了一种用于优化联络中心通信管理员代理登录的代理登录优化系统。 代理登录优化系统包括用于监视联络中心中的多个通信管理器处的预定活动的监视模块。 监视包括监视多个通信管理器处的呼叫流量和监视代理的登录请求。 代理登录优化系统还包括确定模块，该确定模块被配置为基于对登录代理的监视从多个通信管理器确定合适的通信管理器。 代理登录优化系统还包括用于将代理记录到合适的通信管理器中的代理登录模块。

公开(公告)号：US20160127553A1

公开(公告)日：2016-05-05

申请号：US14530121

申请日：2014-10-31

申请人： Avaya Inc.

发明人： Tony McCormack ,  Neil O'Connor ,  John McGreevy

IPC分类号： H04M3/51

CPC分类号： H04L51/04 ,  H04L12/1827 ,  H04M3/5191 ,  H04M3/5232 ,  H04M7/0045

摘要： A resource managing computer system for managing at least one resource in an enterprise is disclosed. The resource managing computer system includes a communication interface for establishing at least one web based chat communication session with at least one customer. The system further includes a monitoring module for monitoring one or more parameters associated with the at least one web based chat communication session. The system further includes a computing module for computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session. The system further includes an allocation module for allocating the at least one resource to the at least one web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.

摘要翻译： 公开了一种用于管理企业中的至少一个资源的资源管理计算机系统。 资源管理计算机系统包括用于与至少一个客户建立至少一个基于web的聊天通信会话的通信接口。 所述系统还包括用于监视与所述至少一个基于web的聊天通信会话相关联的一个或多个参数的监视模块。 所述系统还包括计算模块，用于基于所述至少一个基于web的聊天通信会话的所述一个或多个被监视的参数来计算至少一个置信度得分。 所述系统还包括用于将所述至少一个资源分配给所述至少一个基于web的聊天通信会话的分配模块，其中，基于所述至少一个计算的置信度得分进行所述分配。

公开(公告)号：US20160125652A1

公开(公告)日：2016-05-05

申请号：US14530885

申请日：2014-11-03

申请人： Avaya Inc.

发明人： Tony McCormack ,  Dawid Nowak ,  Neil O'Connor

IPC分类号： G06T19/00 ,  H04N13/04 ,  G06F3/01

CPC分类号： G06T19/006 ,  G06F1/163 ,  G06F3/013 ,  H04N13/307

摘要： Apparatus and method to display worker status for a supervisor, the apparatus including: a frame configured to be coupled to a head of the supervisor; a processor coupled to the frame, the processor configured to render a transparent display of worker status to the supervisor; a position determination module configured to determined a physical location of the frame; a communication module communicatively coupled to the processor and to the position determination module, the communication module configured to wirelessly communicate with a base station; and a gaze detector coupled to the frame and communicatively coupled to the processor, the gaze detector configured to detect a direction of gaze of the supervisor.

摘要翻译： 用于显示主管的工作者状态的装置和方法，所述装置包括：被配置为耦合到所述主管的头部的框架; 处理器，其耦合到所述帧，所述处理器被配置为向所述主管呈现工作者状态的透明显示; 位置确定模块，被配置为确定所述帧的物理位置; 通信模块，其通信地耦合到所述处理器和所述位置确定模块，所述通信模块被配置为与基站无线通信; 以及注视检测器，其耦合到所述框架并且通信地耦合到所述处理器，所述注视检测器被配置为检测所述监督者的凝视方向。

公开(公告)号：US20160080570A1

公开(公告)日：2016-03-17

申请号：US14486001

申请日：2014-09-15

申请人： Avaya Inc.

发明人： Neil O'Connor ,  Tony McCormack ,  John H. Yoakum

IPC分类号： H04M3/51 ,  H04M3/523 ,  G06F17/30 ,  H04L29/08 ,  H04L29/06

CPC分类号： H04M3/5133 ,  G06Q10/10 ,  H04L67/02 ,  H04L67/14 ,  H04L67/22 ,  H04L67/306 ,  H04M3/523 ,  H04M2203/2038 ,  H04M2203/401

摘要： Contact manager computer system and method to dynamically generate an aggregated context information, including: a monitoring module configured: to monitor a communication session with a customer; to determine one or more communication contexts of the customer; to determine one or more communication contexts of an agent assisting the customer; to obtain customer context information from the one or more determined communication contexts of the customer; to obtain agent context information from the one or more determined communication contexts of the agent; a processor coupled to a memory, the memory configured to store context information under control of the processor; an aggregated context information generation module to generate the aggregated context information from the obtained customer context information and the obtained agent context information; an inference module to create an inference from the aggregated context information; and a display module to display a result of the inference to an agent.

摘要翻译： 联系人管理器计算机系统和方法来动态生成聚合上下文信息，包括：监视模块，被配置为：监视与客户的通信会话; 确定客户的一个或多个通信上下文; 确定帮助客户的代理的一个或多个通信上下文; 从客户的一个或多个确定的通信环境中获得客户上下文信息; 从代理的一个或多个确定的通信上下文获得代理上下文信息; 处理器，其耦合到存储器，所述存储器被配置为在所述处理器的控制下存储上下文信息; 聚合上下文信息生成模块，用于从所获得的用户上下文信息和所获得的代理上下文信息生成聚合上下文信息; 推理模块，用于从聚合的上下文信息中创建推理; 以及显示模块，用于显示对代理的推断结果。