公开(公告)号：US09621728B2

公开(公告)日：2017-04-11

申请号：US14051932

申请日：2013-10-11

Applicant: Avaya Inc.

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

IPC: H04M3/51

CPC classification number: H04M3/5191 ,  H04M3/5166 ,  H04M3/5175

Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.

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：US09826095B2

公开(公告)日：2017-11-21

申请号：US14160781

申请日：2014-01-22

Applicant: Avaya Inc.

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

IPC: H04M3/523 ,  H04M3/51

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.

公开(公告)号：US20150103995A1

公开(公告)日：2015-04-16

申请号：US14051932

申请日：2013-10-11

Applicant: Avaya Inc.

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

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5191 ,  H04M3/5166 ,  H04M3/5175

Abstract: A system for prioritizing intervention of live agents into automated customer engagements in a communication system is disclosed. The system includes an intervention prioritization module configured to identify a live agent to intervene into an automated customer engagement in a communication system based on a confidence factor corresponding to the automated customer engagement and one or more live agent attributes corresponding to the live agent. The system further includes a live agent conference module configured to cause the identified live agent to intervene into the automated customer engagement.

Abstract translation: 公开了一种用于将实时代理的干预优先考虑在通信系统中的自动客户参与中的系统。 所述系统包括干预优先级模块，其被配置为基于与所述自动客户参与对应的置信因子以及与所述直播代理相对应的一个或多个实时代理属性来识别直播代理以介入通信系统中的自动客户参与。 该系统还包括一个实时代理会议模块，该实时代理会议模块被配置为使得所识别的实时代理能够介入自动客户参与。