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公开(公告)号：US10306069B2
公开(公告)日：2019-05-28
申请号：US15952299
申请日：2018-04-13
Applicant: Avaya Inc.
Inventor： Gráinne Farrell , Adrian Ryan , Conor Tannian , Will Meaney
Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.
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公开(公告)号：US20180270358A1
公开(公告)日：2018-09-20
申请号：US15952299
申请日：2018-04-13
Applicant: Avaya Inc.
Inventor： Gráinne Farrell , Adrian Ryan , Conor Tannian , Will Meaney
CPC classification number: H04M3/5238 , H04L67/22 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5232 , H04M2203/405
Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.
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公开(公告)号：US09948783B1
公开(公告)日：2018-04-17
申请号：US15461526
申请日：2017-03-17
Applicant: Avaya Inc.
Inventor： Gráinne Farrell , Adrian Ryan , Conor Tannian , Will Meaney
CPC classification number: H04M3/5238 , H04L67/22 , H04M3/5183 , H04M3/523 , H04M3/5232 , H04M2203/405
Abstract: A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published to a portal service while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, if the time that the request is published surpasses a threshold and an interrupt is not received then the request is removed from being published to the portal service and agents of the contact center are allowed to service the request.
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公开(公告)号：US09813553B2
公开(公告)日：2017-11-07
申请号：US14919057
申请日：2015-10-21
Applicant: Avaya Inc.
Inventor： Edel Kelly , Liam Loftus , Seamus Hayes , Will Meaney
CPC classification number: H04M3/5141 , H04M3/5233 , H04M3/58 , H04M2201/16 , H04M2201/50
Abstract: A device, system, and method optimizes active transactions of an agent. The method performed using a prioritizing device of a contact center includes determining a first priority value of an incoming transaction, the incoming transaction included in a user request received by the contact center, the incoming transaction requiring utilization of a real-time communication channel. When the first priority value is greater than a predetermined threshold value, the method includes identifying an agent device associated with the contact center to process the incoming transaction, said agent device currently processing an ongoing transaction. The method includes transferring the ongoing transaction from the agent device. The method includes transferring the incoming transaction to the agent device.
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