公开(公告)号：US20160379153A1

公开(公告)日：2016-12-29

申请号：US14748400

申请日：2015-06-24

Applicant: Avaya Inc.

Inventor： Valentine C. Matula ,  David Skiba ,  George Erhart

IPC: G06Q10/06

CPC classification number: G06Q10/063114 ,  G06Q10/063116

Abstract: Many factors can affect the operation of a contact center, especially contact centers utilizing human agents. An agent's health may be utilized as a predictor of performance with respect to a particular task. Having sensors to gather health data are provided. The data may then be aggregated into a long-term health trend, which may be determined to indicate that a change in an agent's performance is likely and may allow the contact center to reallocate tasks and/or other resources to accommodate the change in performance to mitigate the effect of the change in the agent's health. Work tasks are then routed to agents accordingly.

Abstract translation: 许多因素可能影响联络中心的运作，特别是使用人体的联络中心。 代理人的健康状况可能被用作对特定任务的绩效预测。 提供传感器收集健康数据。 然后可以将数据聚合成长期健康趋势，其可以被确定为指示代理的性能的改变是可能的，并且可以允许联络中心重新分配任务和/或其他资源以适应性能的变化 减轻代理人健康状况变化的影响。 然后，工作任务将相应地路由到代理。

公开(公告)号：US09531880B2

公开(公告)日：2016-12-27

申请号：US14296208

申请日：2014-06-04

Applicant: Avaya, Inc.

Inventor： George Erhart ,  Valentine C. Matula ,  David Skiba

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

CPC classification number: H04M3/5233 ,  H04M3/5175

Abstract: Contact centers strive to match the demands and preferences of their customers with the skills and abilities of the agents who process work items associated with the customers (e.g., contacts). However, the preferred agent may be unavailable, non-existent, backlogged or otherwise ineligible to accept the work item. An agent who is non-preferred but still qualified may be utilized to process the work item, such as an agent with adequate skills with respect to a particular attribute of the work item. Reports for the selection of the non-preferred but qualified agents are provided herein. A contact center may then utilize such reporting to identify underserved areas of their customer base.

Abstract translation: 联络中心努力满足客户的需求和偏好，以及处理与客户相关的工作项目（例如联系人）的代理人的技能和能力。 然而，优选的代理可能是不可用的，不存在的，积压的或者其他方式不符合接受工作项目的资格。 不优先但仍然合格的代理可以用于处理工作项目，例如具有关于工作项目的特定属性的足够技能的代理。 本文提供了选择非优选但合格的药剂的报告。 然后，联络中心可以利用这样的报告来识别他们的客户群中服务不足的区域。

公开(公告)号：US09432325B2

公开(公告)日：2016-08-30

申请号：US14020674

申请日：2013-09-06

Applicant: Avaya Inc.

Inventor： David Skiba ,  George W. Erhart ,  Lee Becker ,  Valentine C. Matula

IPC: G06F15/16 ,  H04L12/58 ,  A47L13/20

CPC classification number: H04M3/5175 ,  A47L13/20 ,  G06F17/27 ,  G06F17/28 ,  G06Q50/01 ,  G10L15/18 ,  G10L15/1822 ,  H04L51/046 ,  H04L51/32 ,  H04M2201/18 ,  H04M2203/357 ,  H04M2203/551

Abstract: A contact center system can receive messages from social media sites or centers. The system can review long messages by identifying content in the long message with negative sentiment. The content with negative sentiment is further analyzed to determine whether the identified content is actionable. If the identified content is actionable, the communication system can automatically routed the long message to an agent for response.

Abstract translation: 联络中心系统可以接收来自社交媒体网站或中心的消息。 系统可以通过在长消息中识别内容以负面情绪来查看长消息。 进一步分析具有消极情绪的内容，以确定所识别的内容是否可操作。 如果所识别的内容是可操作的，则通信系统可以将长消息自动路由到代理以作出响应。

公开(公告)号：US20160100059A1

公开(公告)日：2016-04-07

申请号：US14507238

申请日：2014-10-06

Applicant: Avaya Inc.

Inventor： David Skiba ,  Valentine C. Matula ,  George Erhart

IPC: H04M3/523 ,  H04M3/51

CPC classification number: G06Q10/06393 ,  G06Q10/105 ,  H04M3/5175 ,  H04M3/523

Abstract: Agents of a contact center are trained and assessed without the need for a separate testing and assessment task. Work items are provided to agents, who are non-primary agents with respect to a particular skill associated with an attribute of a work item. With the controlled routing of the non-primary work items to the non-primary agent, the agent is provided with a chance to practice their non-primary skills, with the intention of improving said skills A number of successfully completed tasks may indicate the agent is entitled to “primary” designation and be provided with tasks having the attribute in the normal course of business.

Abstract translation: 联络中心的代理人经过培训和评估，不需要单独的测试和评估任务。 工作项目被提供给代理人，代理人是与工作项目的属性相关联的特定技能的非主要代理。 通过将非主要工作项目的控制路由选择到非主要代理，向代理机构提供了实施其非主要技能的机会，目的是提高所述技能成功完成的任务可以指示代理 有权获得“主要”指定，并在正常业务过程中提供具有属性的任务。

公开(公告)号：US20150358468A1

公开(公告)日：2015-12-10

申请号：US14296208

申请日：2014-06-04

Applicant: Avaya, Inc.

Inventor： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC: H04M3/523

CPC classification number: H04M3/5233 ,  H04M3/5175

Abstract: Contact centers strive to match the demands and preferences of their customers with the skills and abilities of the agents who process work items associated with the customers (e.g., contacts). However, the preferred agent may be unavailable, non-existent, backlogged or otherwise ineligible to accept the work item. An agent who is non-preferred but still qualified may be utilized to process the work item, such as an agent with adequate skills with respect to a particular attribute of the work item. Reports for the selection of the non-preferred but qualified agents are provided herein. A contact center may then utilize such reporting to identify underserved areas of their customer base.

Abstract translation: 联络中心努力满足客户的需求和偏好，以及处理与客户相关的工作项目（例如联系人）的代理人的技能和能力。 然而，优选的代理可能是不可用的，不存在的，积压的或者其他方式不符合接受工作项目的资格。 不优先但仍然合格的代理可以用于处理工作项目，例如具有关于工作项目的特定属性的足够技能的代理。 本文提供了选择非优选但合格的药剂的报告。 然后，联络中心可以利用这样的报告来识别他们的客户群中服务不足的区域。

公开(公告)号：US20150287039A1

公开(公告)日：2015-10-08

申请号：US14243108

申请日：2014-04-02

Applicant: Avaya, Inc.

Inventor： David Skiba ,  George Erhart ,  Valentine C. Matula

IPC: G06Q30/00

CPC classification number: G06Q30/016

Abstract: Customer assistance is provided by leveraging certain contact center infrastructure components to a retail setting. Often contact centers have a wealth of information regarding individual products and services a retail setting may offer. The information, as provided herein, may then be delivered to the customer in the form of a dialogue. The dialogue may be based, in part, on a contact center dialogue for the same or similar item. The customer may then be instructed to perform an act, such as retrieving another item at a certain location. Unlike a contact center, the physical presence of the customer provides an opportunity to receive feedback in the form of monitor the customer's actions to determine if the customer complied with instructions. Optionally, a follow up activity may be imitated based on the customer's compliance.

Abstract translation: 通过利用某些联络中心基础设施组件到零售环境来提供客户帮助。 通常，联络中心有关于零售设置可能提供的各种产品和服务的丰富信息。 然后可以以对话的形式将这些信息提供给客户。 对话可能部分地基于同一或类似项目的联络中心对话。 然后，可以指示客户执行动作，例如在特定位置检索另一个物品。 与联络中心不同，客户的实际存在提供了以监视客户行为的形式接收反馈的机会，以确定客户是否遵守指示。 可选地，可以基于客户的合规性来模仿后续活动。

公开(公告)号：US09152681B2

公开(公告)日：2015-10-06

申请号：US13899286

申请日：2013-05-21

Applicant: Avaya Inc.

Inventor： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC: G06F17/30 ,  H04L29/12 ,  H04L29/08

CPC classification number: G06F17/30554 ,  H04L29/12594 ,  H04L61/30 ,  H04L67/22

Abstract: A server executing a social media identity and discovery application and method are provided that scan social networking sites for communications. The target content is found with content indicators when communications are put on a social networking site. The content is recorded and evaluated. If the identified content is contextually significant, the alias and the user account data and/or user data from public records are correlated based on keywords and/or events, and a notification of the correlation is sent to an agency, agent, or a contact center system. The agent or agency may verify that the identity of a poster has been accurately correlated with a customer record in the database or with user data from public records. The agent, the agency, or the system has the opportunity to respond to the communication, despite the anonymity of the poster on the social networking site.

Abstract translation: 提供了执行社交媒体身份和发现应用程序和方法的服务器，其扫描社交网站进行通信。 当通信被放置在社交网站上时，找到目标内容与内容指示符。 内容被记录和评估。 如果所识别的内容是上下文重要的，则来自公共记录的别名和用户帐户数据和/或用户数据基于关键字和/或事件相关联，并且将相关通知发送到代理，代理或联系人 中心系统。 代理或代理可以验证海报的身份是否已经与数据库中的客户记录或公共记录中的用户数据精确地相关。 代理商，代理机构或系统有机会回应通信，尽管社交网站上的海报匿名。

公开(公告)号：US20150264148A1

公开(公告)日：2015-09-17

申请号：US14513362

申请日：2014-10-14

Applicant: Avaya Inc.

Inventor： David Skiba ,  Andrew Maher ,  George Erhart ,  Valentine C. Matula

IPC: H04L29/08

CPC classification number: H04L67/12 ,  H04W4/21 ,  H04W4/70 ,  H04W12/08

Abstract: Contact centers often have a significant pool of troubleshooting information related to devices that a customer may own or have access to. Connecting the device to a resource of the contact center presents challenges as customers and device manufacturers are reluctant to provide direct connectivity from the device to a public network, such as the Internet. A customer communication device, such as a smart phone, with an application allows a user to broker a communication between a resource of a contact center and a device. As a benefit, the customer can see and control the types of communication occurring and approve or deny according to their comfort level. When the resource-device session is concluded, the link is terminated and cannot be resumed without again obtaining approval.

Abstract translation: 联络中心通常具有与客户可能拥有或可以访问的设备相关的重要故障排除信息池。 将设备连接到联络中心的资源提供了挑战，因为客户和设备制造商不愿意提供从设备到公共网络（如Internet）的直接连接。 具有应用的诸如智能电话的客户通信设备允许用户代理联络中心的资源和设备之间的通信。 作为一个好处，客户可以根据他们的舒适度来查看和控制发生的通信类型，并批准或拒绝。 当资源设备会话结束时，链接被终止，不能再次获得批准而恢复。

公开(公告)号：US20150181039A1

公开(公告)日：2015-06-25

申请号：US14134533

申请日：2013-12-19

Applicant: AVAYA, INC.

Inventor： George Erhart ,  Valentine C. Matula ,  David Skiba

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5191

Abstract: Communications in a contact center may utilize one of a number of communications channels. Certain channels may operate at a lower cost or fewer resources while another channel is more secure and/or faster or otherwise better suited for a particular communication. A communication between an agent of a contact center and a customer may initially be on a first channel but during the communication a content indicator that the channel is inappropriate or less desirable than a second channel. Once such an event occurs, the communication on the first channel may be terminated and moved to a second communication channel.

Abstract translation: 联络中心的通信可以利用多个通信信道中的一个。 某些信道可以以更低的成本或更少的资源运行，而另一信道更安全和/或更快或者更适合于特定的通信。 联络中心的代理和客户之间的通信可以最初在第一信道上，但是在通信期间，内容指示信道不合适或不太希望比第二信道。 一旦发生这样的事件，则可以终止第一信道上的通信并移动到第二通信信道。

公开(公告)号：US20150139415A1

公开(公告)日：2015-05-21

申请号：US14084501

申请日：2013-11-19

Applicant: Avaya Inc.

Inventor： David Skiba ,  George Erhart ,  Lee Becker ,  Valentine C. Matula

IPC: H04M3/51

CPC classification number: H04M3/5133 ,  H04M3/42382 ,  H04M2203/551

Abstract: A dialog aggregator provided by a contact center communication system for text-based interaction chains is described along with various methods and mechanisms for administering the same. The dialog aggregator produces a summary, in real-time, of questions posed and existing answers in the interaction chain while identifying outstanding questions that have not been answered for display to an agent. The display includes any current answer the agent is working on as well as completed items and additionally executes rules based on the status of the remaining questions. The display in canonical form of the summary and outstanding question set enables a contact center agent or other observer of the interaction to quickly and efficiently assess the interaction history.

Abstract translation: 描述了由用于基于文本的交互链的联络中心通信系统提供的对话聚合器以及用于管理该对话聚合的各种方法和机制。 对话聚合器实时提供交互链中提出的问题和现有答案，同时确定尚未回答的代理人的问题。 显示器包括代理正在处理的当前答案以及完成的项目，并且还基于剩余问题的状态执行规则。 总结和未决问题集的规范形式的显示使联络中心代理或其他观察者能够快速有效地评估交互历史。