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公开(公告)号：US20200314242A1
公开(公告)日：2020-10-01
申请号：US16370462
申请日：2019-03-29
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Bharti Patwari Poorey , Rajagiri Ravi
Abstract: Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.
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公开(公告)号：US20200314244A1
公开(公告)日：2020-10-01
申请号：US16370535
申请日：2019-03-29
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Bharti Patwari Poorey , Rajagiri Ravi
Abstract: Agent-to-Agent channel interactions enable one agent to pose a question to another agent and have the request routed utilizing at least a portion of the routing hardware and algorithms utilized to route work items received from customers. A question may be asked and the network routing components notified of the question and routed to selected agent or agents to address the issue. The selected agents are then connected via the Agent-to-Agent channel and enabled to converse thereon. A successful (or failed) resolution may be utilized to update or modify question repositories for future access and/or training.
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公开(公告)号：US11700329B2
公开(公告)日：2023-07-11
申请号：US16370462
申请日：2019-03-29
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Bharti Patwari Poorey , Rajagiri Ravi
CPC classification number: H04M3/5183 , H04M3/5141 , H04M3/5235 , H04M2203/404
Abstract: Communications between agents and customers are a key feature of contact centers. Agents may have a question about how to perform a particular task, a response to the question that other agents may know. A supervisor may be presently unavailable and transferring the customer requires significantly more overhead and resources. The systems and methods herein disclose an agent-to-agent (A-to-A) channel that enables a question to be posed to an agent and receive a response via a dedicated channel for A-to-A communications. Accordingly, the agent may stay engaged with the customer and resolve issues without the need to wait for a supervisor or transfer the customer to another agent.
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公开(公告)号：US10735591B1
公开(公告)日：2020-08-04
申请号：US16295381
申请日：2019-03-07
Applicant: Avaya Inc.
Inventor： Valentine C. Matula , Rajagiri Ravi , Bharti Patwari Poorey
Abstract: Contact centers strive to match the best resource, commonly an agent, with a customer for an interaction, such as telephone call, text exchange, or email exchange. Often the initial best match is not the best match upon a different agent being identified and/or new information being gathered. Therefore, it is often beneficial to take a call routed to an agent, who may or may not have answered the call, and reroute it to a different agent. If the agent has already answered the call, the benefits need to at least exceed the costs associated with the transfer. To avoid creating an unstable or unending re-assessment, if the cost-benefit for a particular routing (or rerouting) calls between agents has reached a Nash Equilibrium, the system is stable and, absent new information, re-evaluation unnecessary.
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