公开(公告)号：US20160150085A1

公开(公告)日：2016-05-26

申请号：US14552729

申请日：2014-11-25

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Neil O'Connor ,  Martin McDonnell ,  Ciaran Agnew

IPC: H04M3/523

CPC classification number: H04M3/5232

Abstract: A computing system for managing a plurality of resources in an enterprise is disclosed. The computing system includes a monitoring one or more attributes of at least one communication session between at least one customer and at least one resource of the plurality of resources. The system further includes a database for storing the one or more monitored attributes. The system further includes a computing module for computing a contact time parameter for each of the at least one resource of the plurality of resources based on the one or more stored attributes. The system further includes an agent selection module for selecting at least one resource from the plurality of resources based on the computed contact time parameter. The system further includes a routing module for routing the at least one communication session to the at least one selected resource.

Abstract translation: 公开了一种用于管理企业中的多个资源的计算系统。 计算系统包括监视至少一个客户与多个资源中的至少一个资源之间的至少一个通信会话的一个或多个属性。 系统还包括用于存储一个或多个被监控属性的数据库。 所述系统还包括计算模块，用于基于所述一个或多个存储的属性来计算所述多个资源中的所述至少一个资源中的每一个的联系时间参数。 该系统还包括代理选择模块，用于基于所计算的联系时间参数从多个资源中选择至少一个资源。 所述系统还包括用于将所述至少一个通信会话路由到所述至少一个所选资源的路由模块。