公开(公告)号：US09413890B2

公开(公告)日：2016-08-09

申请号：US14150060

申请日：2014-01-08

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Paul D'Arcy ,  David McGlynn

IPC: H04M3/51 ,  G06Q10/06

CPC classification number: H04M3/5175 ,  G06Q10/06393 ,  G06Q10/06398

Abstract: A metrics optimization system for managing key performance indicators (KPIs) of a contact center is disclosed. The metrics optimization system includes a monitoring module configured to monitor the KPIs of agents and work items. The metrics optimization system further includes a ranking module configured to rank the monitored KPIs based on predefined rules. The metrics optimization system further includes a display module configured to display the KPIs to a first supervisor from a plurality of supervisors based on the ranks of the monitored KPIs. The metrics optimization system further includes an analysis module configured to analyze performance of the first supervisor to improve the displayed KPIs. The metrics optimization system further includes an assign module configured to assign the displayed KPIs to a second supervisor based on the performance of the first supervisor.

Abstract translation: 披露了一个用于管理联络中心的关键绩效指标（KPI）的指标优化系统。 指标优化系统包括监视模块，该监视模块被配置为监视代理和工作项目的KPI。 度量优化系统还包括排列模块，其被配置为基于预定规则对所监视的KPI进行排序。 度量优化系统还包括显示模块，该显示模块被配置为基于所监视的KPI的等级从多个主管向第一主管显示KPI。 度量优化系统还包括分析模块，其被配置为分析第一主管的性能以改善所显示的KPI。 度量优化系统还包括分配模块，其被配置为基于第一主管的表现将显示的KPI分配给第二主管。

公开(公告)号：US09373092B2

公开(公告)日：2016-06-21

申请号：US13786817

申请日：2013-03-06

Applicant: Avaya Inc.

Inventor： Paul D'Arcy ,  Neil O'Connor

IPC: G06F15/16 ,  G06Q10/00 ,  H04L12/24 ,  H04M3/523 ,  G06Q10/06

CPC classification number: G06Q10/00 ,  G06Q10/06 ,  G06Q10/06311 ,  H04L41/00 ,  H04L41/5061 ,  H04M3/5175 ,  H04M3/5233 ,  H04M2203/408

Abstract: A system for automated distribution of supervisory functions in an enterprise is provided. The system includes a monitor module configured to monitor performance of resources in the enterprise. The system further includes a skill finder module configured to find at least one skilled resource for at least one type of work request. The system further includes an assignment module configured to assign the at least one skilled resource a subset of supervisory role for the at least one type of work request.

Abstract translation: 提供了一种在企业中自动分发监督功能的系统。 该系统包括一个监视器模块，用于监视企业资源的性能。 该系统还包括技能寻找器模块，其被配置为针对至少一种类型的工作请求找到至少一个熟练的资源。 该系统还包括分配模块，其被配置为为至少一种类型的工作请求分配至少一个熟练资源的监督角色的子集。

公开(公告)号：US20160173694A1

公开(公告)日：2016-06-16

申请号：US14572012

申请日：2014-12-16

Applicant: Avaya Inc.

Inventor： Paul D'Arcy ,  Neil O'Connor ,  John McGreevy

IPC: H04M3/523 ,  G06Q10/06 ,  H04M3/51 ,  G06Q30/00

CPC classification number: H04M3/5232 ,  G06Q10/063112 ,  G06Q30/016 ,  H04M3/5175 ,  H04M2203/402

Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.

Abstract translation: 公开了一种用于在企业中为一个或多个通信会话选择至少一个资源的资源选择计算系统。 资源选择计算系统包括用于监视来自至少一个客户的一个或与至少一个通信会话相关联的参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 该系统还包括计算模块，用于基于所存储的一个或多个参数来计算至少一个客户的至少一个连接得分与多个资源中的每一个。 所述系统还包括资源选择模块，用于基于所述至少一个计算的连接得分从所述多个资源中选择所述至少一个资源。

公开(公告)号：US20150215464A1

公开(公告)日：2015-07-30

申请号：US14302779

申请日：2014-06-12

Applicant: Avaya Inc.

Inventor： Shmuel Shaffer ,  Seamus Hayes ,  Paul D'Arcy

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  G10L15/08 ,  G10L15/1815 ,  G10L15/22 ,  H04M3/5175

Abstract: System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.

Abstract translation: 用于计算主叫方到呼叫中心的预期等待时间的系统和方法，所述方法包括：由监视器电路监视当前通信会话的内容; 估计监控通信会话的进展点; 将进展点与历史统计进行比较; 由处理器计算本通信会话剩余部分的持续时间的投影; 以及通过通信电路提供基于当前通信会话剩余部分的持续时间的预测的预期等待时间（EWT）。 实施例可以包括用于记录呼叫进程的语音搜索处理。 语音搜索过程可以通知，诊断或监视呼叫。 语音搜索过程可以通知主管进度，必要时采取行动。 语音搜索过程可以动态地触发其他过程并且基于历史数据构造简档。

公开(公告)号：US20150207937A1

公开(公告)日：2015-07-23

申请号：US14160781

申请日：2014-01-22

Applicant: Avaya Inc.

Inventor： Paul D'Arcy ,  Paul Denby ,  Tony McCormack

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5141

Abstract: A multichannel routing system for multichannel routing administration is disclosed. The multichannel routing system includes a data mining module configured to gather a plurality of profiles of agents and a plurality of parameters associated with one or more incoming work items. The multichannel routing system further includes a monitor module configured to monitor current status of the agents and priority of the incoming work items. The multichannel routing system further includes an analysis module configured to generate a multiplicity configuration of the agents based on the monitored current status of the agents and the priority of the incoming work items. The multichannel routing system further includes an assignment module configured to assign a plurality of media channels to the agents based on the generated multiplicity configuration, wherein the assignment of the media channels enables the multichannel routing administration.

Abstract translation: 公开了一种用于多信道路由管理的多信道路由系统。 多通道路由系统包括数据挖掘模块，其被配置为收集多个代理简档和与一个或多个输入工作项相关联的多个参数。 多通道路由系统还包括监视器模块，其被配置为监视代理的当前状态和进入的工作项的优先级。 多通道路由系统还包括分析模块，该分析模块被配置为基于所监视的代理的当前状态和所接收的工作项的优先级来生成代理的多重配置。 多通道路由系统还包括分配模块，其被配置为基于所生成的多重配置向代理分配多个媒体信道，其中媒体信道的分配使得多信道路由管理成为可能。

公开(公告)号：US09020134B1

公开(公告)日：2015-04-28

申请号：US14046452

申请日：2013-10-04

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Fintan Hynes ,  Paul D'Arcy

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/51

CPC classification number: H04M3/5175

Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.

Abstract translation: 提供了一种自动分配监控客户代理交互的系统。 公开了一种被配置为提取与多个客户代理交互中的每一个相关的元数据的元数据提取模块。 此外，公开了一种被配置为收集关于通信系统中的多个监督资源中的每一个的属性的资源属性收集模块。 此外，公开了一种分配模块，其被配置为基于所提取的元数据和所收集的属性来分配多个监督资源中的一个以监视多个客户代理交互中的一个。

公开(公告)号：US20150098560A1

公开(公告)日：2015-04-09

申请号：US14046452

申请日：2013-10-04

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Fintan Hynes ,  Paul D'Arcy

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.

Abstract translation: 提供了一种自动分配监控客户代理交互的系统。 公开了一种被配置为提取与多个客户代理交互中的每一个相关的元数据的元数据提取模块。 此外，公开了一种被配置为收集关于通信系统中的多个监督资源中的每一个的属性的资源属性收集模块。 此外，公开了一种分配模块，其被配置为基于所提取的元数据和所收集的属性来分配多个监督资源中的一个以监视多个客户代理交互中的一个。

公开(公告)号：US20140289326A1

公开(公告)日：2014-09-25

申请号：US13849516

申请日：2013-03-24

Applicant: AVAYA INC.

Inventor： Tony McCormack ,  Desmond Kirrane ,  Paul D'Arcy

IPC: H04L29/06

CPC classification number: H04L65/1006 ,  H04L65/1009 ,  H04L65/1069 ,  H04L65/1093 ,  H04L65/4038

Abstract: A conference handling system for an enterprise is provided. The conference handling system includes a status determining module for determining a status of a conference bridge. The conference handling system further includes a conferee routing module for routing a conferee into a session comprising an active session and a waiting session, based on the status of the conference bridge, the conferee routing module further determining a contextual status of the active session. The conference handling system further includes a conferee serving module for providing services to the conferee into the waiting session based on the contextual status of the active session. The conference handling system further includes a conferee inviting module for adding additional conferees with a specific profile in the waiting session and the active session based on absence of a conferee having a similar profile.

Abstract translation: 提供企业会议处理系统。 会议处理系统包括用于确定会议桥的状态的状态确定模块。 会议处理系统还包括一个与会者路由模块，用于基于会议桥的状态将与会者路由到包括活动会话和等待会话的会话中，与会者路由模块进一步确定活动会话的上下文状态。 会议处理系统还包括与会者服务模块，用于基于活动会话的上下文状态向与会者提供服务进入等待会话。 会议处理系统还包括与会者邀请模块，用于在等待会话和活动会话中添加具有特定配置文件的附加与会者，这是基于没有具有相似配置文件的与会者的。

公开(公告)号：US20140189509A1

公开(公告)日：2014-07-03

申请号：US13728027

申请日：2012-12-27

Applicant: AVAYA INC.

Inventor： Matthew Moran ,  Cathy Talbot ,  Eoin McDermott ,  Paul D'Arcy

IPC: G06F3/048

CPC classification number: G06F9/453

Abstract: An interactive communications system includes a passive guide system for guiding users on a website to locate their desired content. The passive guide system includes a monitor module configured to monitor user's interaction with content of the website. The passive guide system further includes an analysis module configured to analyse the user's interaction to anticipate user's requirement. The passive guide system further includes a guide module configured to present a message for guiding the user to locate the content on the website based on the anticipated user's requirement. The passive guide system also includes a feedback module for receiving a feedback from the user and changing the previous message based on the feedback.

Abstract translation: 交互式通信系统包括用于引导网站上的用户定位其所需内容的被动引导系统。 被动导向系统包括监视器模块，其被配置为监视用户与网站内容的交互。 被动引导系统还包括分析模块，其被配置为分析用户的交互以预测用户的需求。 被动引导系统还包括引导模块，该引导模块被配置为基于预期的用户需求呈现引导用户定位网站上的内容的消息。 被动引导系统还包括用于从用户接收反馈并基于反馈改变先前消息的反馈模块。