公开(公告)号：US10079937B2

公开(公告)日：2018-09-18

申请号：US14287378

申请日：2014-05-27

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack

IPC: H04M3/51

CPC classification number: H04M3/5175

Abstract: A call manager for providing agent assistance in a contact center is disclosed. The call manager includes a monitoring module configured to monitor at least one conversation between a customer and an agent and to monitor one or more attributes of the agent. The call manager further includes a selection module configured to select one or more data items based on the at least one monitored conversation and the one or more monitored attributes of the agent. The call manager further includes a display module configured to display the one or more selected data items to the agent.

公开(公告)号：US20150350430A1

公开(公告)日：2015-12-03

申请号：US14287378

申请日：2014-05-27

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack

IPC: H04M3/51 ,  H04M3/22

CPC classification number: H04M3/5175

Abstract: A call manager for providing agent assistance in a contact center is disclosed. The call manager includes a monitoring module configured to monitor at least one conversation between a customer and an agent and to monitor one or more attributes of the agent. The call manager further includes a selection module configured to select one or more data items based on the at least one monitored conversation and the one or more monitored attributes of the agent. The call manager further includes a display module configured to display the one or more selected data items to the agent.

Abstract translation: 公开了一种在联络中心提供代理协助的呼叫经理。 呼叫管理器包括监视模块，该监视模块被配置为监视客户和代理之间的至少一个对话，并监视代理的一个或多个属性。 呼叫管理器还包括选择模块，其被配置为基于所述至少一个被监视对话和所述代理的所述一个或多个被监视的属性来选择一个或多个数据项。 呼叫管理器还包括被配置为向代理显示一个或多个所选择的数据项的显示模块。

公开(公告)号：US20150178660A1

公开(公告)日：2015-06-25

申请号：US14133898

申请日：2013-12-19

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Neil O'Connor ,  Joseph Smyth

IPC: G06Q10/06

CPC classification number: G06Q10/06398

Abstract: A skill finding system for automated administration of employee's skills in an enterprise is provided. The skill finding system includes a selection module configured to select at least one employee of the enterprise for skill mutation from an employee database. The skill finding system further includes a mutation module configured to mutate at least one attribute of skill of the selected at least one employee based on predefined mutation rules. The skill finding system further includes an update module configured to terminate or retain the mutated at least one attribute of skill from the employee database based on at least one performance feedback of the selected employee and level of mutation in the selected employee's at least one attribute of skill.

Abstract translation: 提供了企业自动管理员工技能的技能查找系统。 技能查找系统包括选择模块，其被配置为从雇员数据库中选择企业的至少一名雇员进行技能突变。 技能查找系统还包括突变模块，其被配置为基于预定义的突变规则来突变所选择的至少一个雇员的技能的至少一个属性。 所述技能查找系统还包括更新模块，所述更新模块被配置为基于所选择的雇员的所述至少一个性能反馈和所选择的雇员的至少一个属性中的突变级别终止或保留来自所述雇员数据库的所述突变的至少一个技能属性 技能。

公开(公告)号：US10298765B2

公开(公告)日：2019-05-21

申请号：US14516783

申请日：2014-10-17

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack

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

Abstract: A call managing computer system for managing at least one communication session in an enterprise is disclosed. The call managing computer system includes a monitoring module for monitoring context of the at least one communication session. The system further includes a strategy generation module for generating the at least one strategy based on the monitored context of the at least one communication session and one or more performance indicators. The system further includes a validation module for validating the at least one generated strategy. The system further includes an agent selection module for executing the at least one validated strategy to select at least one agent for the at least one communication session.

公开(公告)号：US09628625B2

公开(公告)日：2017-04-18

申请号：US14554143

申请日：2014-11-26

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Tony McCormack ,  Joseph Smyth

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5235

Abstract: System and method to improve self-service operation in a contact center, the method including: determining a characteristic of the new customer contact; determining a characteristic of an existing customer contact; determining a communication delay latency between an assignment engine and a contact center agent; determining a time to assign the new customer contact to the contact center agent, wherein the time to assign is made in a predetermined amount of time in advance of receiving a ready indication from the contact center agent, the predetermined amount of time determined from the communication delay latency.

公开(公告)号：US20160165052A1

公开(公告)日：2016-06-09

申请号：US14562456

申请日：2014-12-05

Applicant: Avaya Inc.

Inventor： John Reilly ,  Dawid Nowak ,  John McGreevy ,  Siobhán Dervan ,  Tom Eustace

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/402

Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.

Abstract translation: 提供了联络中心，方法和机制，用于根据缩放触发器和监视的活动动态缩放联络中心。 受监视的活动包括从一个或多个来源提供的信息。 该信息用于指示联络中心活动是增加，减少还是维持稳定状态。 当联络中心的活动越来越多时，缩放机制根据规则增加了向联络中心提供的资源数量。 当联络中心的活动正在减少时，缩放机制根据规则减少提供给联络中心的资源数量。 缩放触发器被创建，删除，修改或以其他方式分类为监视的活动和联络中心缩放之间的相关性。

公开(公告)号：US09020128B1

公开(公告)日：2015-04-28

申请号：US14050648

申请日：2013-10-10

Applicant: Avaya Inc.

Inventor： Dawid Nowak ,  Joseph Smyth

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  G06Q10/06

CPC classification number: G06Q10/0637

Abstract: System and method to select a contact handling mode in a contact center, the method including: receiving, by a communication interface, a contact from a customer; calculating, by a processor of the contact center, an expected wait time by the customer based upon historical contact information stored in a memory of the contact center; calculating an expected cost of queueing the customer for the expected wait time; and selecting the contact handling mode based upon the expected cost of queueing the customer.

Abstract translation: 用于在联络中心中选择联系人处理模式的系统和方法，所述方法包括：通过通信接口接收来自客户的联系人; 根据存储在联络中心的存储器中的历史联系信息，由联络中心的处理器计算顾客预期的等待时间; 计算预期等待时间排队客户的预期成本; 以及基于排队客户的预期成本来选择联系人处理模式。

公开(公告)号：US09516169B2

公开(公告)日：2016-12-06

申请号：US14562456

申请日：2014-12-05

Applicant: Avaya Inc.

Inventor： John Reilly ,  Dawid Nowak ,  John McGreevy ,  Siobhán Dervan ,  Tom Eustace

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/402

Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.

Abstract translation: 提供了联络中心，方法和机制，用于根据缩放触发器和监视的活动动态缩放联络中心。 受监视的活动包括从一个或多个来源提供的信息。 该信息用于指示联络中心活动是增加，减少还是维持稳定状态。 当联络中心的活动越来越多时，缩放机制根据规则增加了向联络中心提供的资源数量。 当联络中心的活动正在减少时，缩放机制会根据规则减少提供给联络中心的资源数量。 缩放触发器被创建，删除，修改或以其他方式分类为监视的活动和联络中心缩放之间的相关性。

公开(公告)号：US20160295019A1

公开(公告)日：2016-10-06

申请号：US14674236

申请日：2015-03-31

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Tony McCormack ,  Dawid Nowak

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

CPC classification number: H04M3/5233 ,  G06Q10/06393 ,  H04M3/5175 ,  H04M2203/401 ,  H04M2203/402

Abstract: 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.

Abstract translation: 披露了企业资源配置预测系统。 预测系统包括数据库，该数据库包括用于多个资源的一个或多个性能指示符，其中所述一个或多个性能指示符与与企业中的至少一个通信会话相关的一个或多个工作阶段相关联。 该系统还包括监视模块，用于监视与至少一个通信会话相关联的一个或多个参数。 所述系统还包括确定模块，用于基于所述一个或多个被监视的参数和所述一个或多个性能指标来为所述多个资源中的每个资源生成至少一个性能分数。 所述系统还包括选择模块，用于基于与所述至少一个所选择的资源相关联的所述至少一个生成的绩效评分从所述多个资源中选择所述至少一个资源。

公开(公告)号：US20150170236A1

公开(公告)日：2015-06-18

申请号：US14103972

申请日：2013-12-12

Applicant: Avaya Inc.

Inventor： Neil O'Connor ,  Dawid Nowak ,  Tony McCormack

IPC: G06Q30/06 ,  H04L29/06

CPC classification number: G06Q30/0609 ,  H04L63/083

Abstract: A system for authenticating an agent-initiated interaction between a customer and an agent is provided. A secure code generation module to generate a first secure code for an agent-initiated interaction between a customer and an agent and to provide the first secure code to an agent device; and a secure code verification module to receive a second secure code from an authentication device, determine whether the second secure code corresponds to the first secure code, and to provide an indication that the second secure code corresponds to the first secure code based on the determination that the second secure code corresponds to the first secure code or provide an indication that the second secure code does not correspond to the first secure code based on the determination that the second secure code does not correspond to the first secure code is disclosed.

Abstract translation: 提供了一种用于认证客户和代理之间的代理发起的交互的系统。 一种安全代码生成模块，用于为客户和代理之间的代理发起的交互生成第一安全代码，并向代理设备提供第一安全代码; 以及安全代码验证模块，用于从认证设备接收第二安全代码，确定所述第二安全代码是否对应于所述第一安全代码，以及基于所述确定提供所述第二安全代码对应于所述第一安全代码的指示 所述第二安全码对应于所述第一安全码，或者基于所述第二安全码与所述第一安全码不对应的确定，提供所述第二安全码与所述第一安全码不对应的指示。