公开(公告)号：US20170097971A1

公开(公告)日：2017-04-06

申请号：US14872998

申请日：2015-10-01

Applicant: Avaya Inc.

Inventor： Douglas S. Brown ,  Marc A. Geist ,  Sheila Higgins ,  Michael R. Levacic ,  Hongguang Li ,  Dwayne W. Ockel ,  Gregory P. Schin ,  Stuart M. Shepherd ,  Lynn R. Smith ,  Stan W. Wilkison

IPC: G06F17/30 ,  G06F3/0482 ,  G06F3/0484

CPC classification number: G06F17/30572 ,  G06F3/0482 ,  G06F3/04842 ,  G06F17/30569

Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to store, for one or more contact center objects, contact center information; and a microprocessor executable report generator, The report generator, when executed, receives, from a user, a selected contact center object, retrieves, from the computer readable medium, a set of data elements associated with the selected contact center object, the set of data elements defining a first space having a first dimension, projects the set of data elements onto a subspace of the first space to form a transformed set of data elements, the subspace having a second dimension less than the first dimension, and provides, for display to a user, the transformed set of data elements.

公开(公告)号：US10999440B1

公开(公告)日：2021-05-04

申请号：US16732971

申请日：2020-01-02

Applicant: Avaya Inc.

Inventor： Kevin Archer ,  Dwayne W. Ockel ,  Rusty G. Nelson ,  Roger I. Krimstock ,  Gregory P. Schin

IPC: H04M3/00 ,  H04M5/00 ,  H04M3/523 ,  H04M3/493 ,  H04M3/51

Abstract: Dynamically routing and re-evaluating a work item based on actions taken on the work item (e.g., adding context information). The augmented routing system categories a work item into one or more dynamic work categories and identifies active knowledge workers and/or knowledge articles based on the work categories. The work item is displayed in a dynamic knowledge worker view, which allows the knowledge worker to take action on the work item. The actions a knowledge worker may take are based on permissions of the knowledge worker, one of the actions that a knowledge worker may take on a work item is to add context information to the work item. After an action is taken on a work item, the system re-evaluates the work item, which may result in the work item being added/removed from one or more work categories; and added/removed from one or more dynamic customized knowledge worker views.

公开(公告)号：US10587727B2

公开(公告)日：2020-03-10

申请号：US15285302

申请日：2016-10-04

Applicant: Avaya Inc.

Inventor： Lynn Smith ,  Sheila Higgins ,  Marc A. Geist ,  Hongguang Li ,  Stan Wilkison ,  Stuart M. Shepherd ,  Dwayne W. Ockel ,  Gregory P. Schin

IPC: G06F15/16 ,  H04L29/08 ,  H04L29/06 ,  G06Q10/00 ,  G06F16/25 ,  H04L12/26

Abstract: Systems and methods of the present disclosure are directed to efficiently editing data requests sent from devices, allowing for an improved database information delivery system. In some embodiments of the present disclosure, an administrator device limits an amount of data requested based on a number of factors prior to sending the request to a server. In some embodiments, a server, after receiving a request for refreshed data, reduces the amount of data requested based on a number of factors prior to retrieving the requested data from a source and delivering the requested data to an administrator device.

公开(公告)号：US10827074B2

公开(公告)日：2020-11-03

申请号：US16169813

申请日：2018-10-24

Applicant: Avaya Inc.

Inventor： Roger I. Krimstock ,  Dwayne W. Ockel ,  Gregory P. Schin ,  Kevin Archer ,  Rusty Nelson

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

Abstract: Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.

公开(公告)号：US20200137232A1

公开(公告)日：2020-04-30

申请号：US16169813

申请日：2018-10-24

Applicant: Avaya Inc.

Inventor： Roger I. Krimstock ,  Dwayne W. Ockel ,  Gregory P. Schin ,  Kevin Archer ,  Rusty Nelson

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

Abstract: Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.

公开(公告)号：US10282456B2

公开(公告)日：2019-05-07

申请号：US14872998

申请日：2015-10-01

Applicant: Avaya Inc.

Inventor： Douglas S. Brown ,  Marc A. Geist ,  Sheila Higgins ,  Michael R. Levacic ,  Hongguang Li ,  Dwayne W. Ockel ,  Gregory P. Schin ,  Stuart M. Shepherd ,  Lynn R. Smith ,  Stan W. Wilkison

IPC: G06F17/30 ,  G06F3/0484 ,  G06F3/0482

Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to store, for one or more contact center objects, contact center information; and a microprocessor executable report generator, The report generator, when executed, receives, from a user, a selected contact center object, retrieves, from the computer readable medium, a set of data elements associated with the selected contact center object, the set of data elements defining a first space having a first dimension, projects the set of data elements onto a subspace of the first space to form a transformed set of data elements, the subspace having a second dimension less than the first dimension, and provides, for display to a user, the transformed set of data elements.