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1.发明申请公开(公告)号：US20150181038A1
公开(公告)日：2015-06-25
申请号：US14135945
申请日：2013-12-20
Applicant: Avaya Inc.
Inventor： Ronan Fox , Sean Burke , Tommy Morris , Ruth Gibson
CPC classification number: H04M3/5175 , G06Q10/06393
Abstract: A system for driving a virtual view of agents of a contact center is provided. The system includes a monitoring module for monitoring and detecting a breach in threshold associated with at least one key performance indicator of at least one agent from a plurality of agents. The system further includes a ranking module for calculating a rank of at least one agent among the plurality of agents based on predefined rules. The system further includes a driving module for driving a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent.
Abstract translation: 提供了一种用于驱动联络中心的代理的虚拟视图的系统。 该系统包括监测模块，用于监测和检测与来自多个代理的至少一个代理的至少一个关键性能指标相关联的门槛违规。 该系统还包括用于基于预定规则计算多个代理中的至少一个代理的等级的排序模块。 该系统还包括驱动模块，用于基于所计算的至少一个代理的等级来驱动多个代理的虚拟视图的显示。
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公开(公告)号：US20190289130A1
公开(公告)日：2019-09-19
申请号：US16432069
申请日：2019-06-05
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Ronan Fox , Neil O'Connor , Paul D'Arcy , Liam Loftus
IPC: H04M3/51
Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
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3.发明授权System and method for driving a virtual view of agents in a contact center 有权用于驱动联络中心中的代理的虚拟视图的系统和方法公开(公告)号：US09338296B2
公开(公告)日：2016-05-10
申请号：US14135945
申请日：2013-12-20
Applicant: Avaya Inc.
Inventor： Ronan Fox , Sean Burke , Tommy Morris , Ruth Gibson
CPC classification number: H04M3/5175 , G06Q10/06393
Abstract: A system for driving a virtual view of agents of a contact center is provided. The system includes a monitoring module for monitoring and detecting a breach in threshold associated with at least one key performance indicator of at least one agent from a plurality of agents. The system further includes a ranking module for calculating a rank of at least one agent among the plurality of agents based on predefined rules. The system further includes a driving module for driving a display of the virtual view of the plurality of agents based on the calculated rank of the at least one agent.
Abstract translation: 提供了一种用于驱动联络中心的代理的虚拟视图的系统。 该系统包括监测模块，用于监测和检测与来自多个代理的至少一个代理的至少一个关键性能指标相关联的门槛违规。 该系统还包括用于基于预定规则计算多个代理中的至少一个代理的等级的排序模块。 该系统还包括驱动模块，用于基于所计算的至少一个代理的等级来驱动多个代理的虚拟视图的显示。
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公开(公告)号：US10951760B2
公开(公告)日：2021-03-16
申请号：US16432069
申请日：2019-06-05
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Ronan Fox , Neil O'Connor , Paul D'Arcy , Liam Loftus
Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
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公开(公告)号：US20160241716A1
公开(公告)日：2016-08-18
申请号：US14621030
申请日：2015-02-12
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Ronan Fox , Paul D'Arcy , Liam Loftus , Tommy Moran
IPC: H04M3/523
CPC classification number: H04M3/5233
Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.
Abstract translation: 系统和方法确定联络中心的团队成员来处理请求。 该方法由地址设备通过从用户设备接收用户请求来执行与用户请求类型相关联的用户请求。 该方法包括基于请求的类型来确定处理请求所需的多个成员类型。 所述方法包括确定所述联络中心的多个代理，所述代理共同具有所述成员类型。 所述方法包括：向与所述代理分别相关联的所述联络中心的多个成员设备发送请求，以在处理所述用户请求时参与与所述用户设备的实时通信。
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Patent Agency Ranking
6.发明申请公开(公告)号：US20160212264A1
公开(公告)日：2016-07-21
申请号：US14599647
申请日：2015-01-19
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Ronan Fox , Neil O'Connor , Paul D'Arcy , Liam Loftus
IPC: H04M3/51
CPC classification number: H04M3/5175 , H04M3/2281 , H04M3/4288 , H04M2201/40
Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
Abstract translation: 公开了一种用于在与企业中的资源相关联的通信会话期间管理一个或多个通信中断的计算系统。 计算系统包括用于监视通信会话的一个或多个参数的监视模块。 该系统还包括用于存储一个或多个被监控参数的数据库。 系统还包括确定模块，用于基于所存储的一个或多个参数确定资源的至少一个参与分数。 该系统还包括用于基于至少一个确定的参与分数来控制一个或多个通信中断的控制模块。
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公开(公告)号：US20150363431A1
公开(公告)日：2015-12-17
申请号：US14301657
申请日：2014-06-11
Applicant: Avaya Inc.
Inventor： Ronan Fox , Sean Burke , Tommy Morris , Donal Ward
Abstract: A collaboration system for information sharing in an enterprise is disclosed. The collaboration system includes a monitoring module configured to monitor a communication for one or more parameters. The collaboration system further includes an information management module configured to select one or more data items from one or more databases based on the one or more parameters, wherein each of the data items includes an associated score. The collaboration system further includes a ranking module configured to score the one or more selected data items. The collaboration system further includes a database management module configured to update the one or more databases with the score of the one or more selected data items.
Abstract translation: 披露企业信息共享协作系统。 协作系统包括被配置为监视一个或多个参数的通信的监视模块。 协作系统还包括信息管理模块，该信息管理模块被配置为基于一个或多个参数从一个或多个数据库中选择一个或多个数据项，其中每个数据项包括相关联的分数。 协作系统还包括配置成对一个或多个所选数据项进行评分的排序模块。 协作系统还包括数据库管理模块，其被配置为利用所选择的一个或多个数据项的得分更新一个或多个数据库。
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公开(公告)号：US10530674B2
公开(公告)日：2020-01-07
申请号：US14301657
申请日：2014-06-11
Applicant: Avaya Inc.
Inventor： Ronan Fox , Sean Burke , Tommy Morris , Donal Ward
Abstract: A collaboration system for information sharing in an enterprise is disclosed. The collaboration system includes a monitoring module configured to monitor a communication for one or more parameters. The collaboration system further includes an information management module configured to select one or more data items from one or more databases based on the one or more parameters, wherein each of the data items includes an associated score. The collaboration system further includes a ranking module configured to score the one or more selected data items. The collaboration system further includes a database management module configured to update the one or more databases with the score of the one or more selected data items.
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公开(公告)号：US10356242B2
公开(公告)日：2019-07-16
申请号：US14599647
申请日：2015-01-19
Applicant: Avaya Inc.
Inventor： Thomas J. Moran , Ronan Fox , Neil O'Connor , Paul D'Arcy , Liam Loftus
Abstract: A computing system for managing one or more communication interrupts during a communication session associated with a resource in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters of the communication session. The system further includes a database for storing the one or more monitored parameters. The system further includes a determination module for determining at least one participation score for the resource based on the one or more stored parameters. The system further includes a control module for controlling the one or more communication interrupts based on the at least one determined participation score.
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公开(公告)号：US09549070B2
公开(公告)日：2017-01-17
申请号：US14621030
申请日：2015-02-12
Applicant: Avaya Inc.
Inventor： Neil O'Connor , Ronan Fox , Paul D'Arcy , Liam Loftus , Tommy Moran
CPC classification number: H04M3/5233
Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.
Abstract translation: 系统和方法确定联络中心的团队成员来处理请求。 该方法由地址设备通过从用户设备接收用户请求来执行与用户请求类型相关联的用户请求。 该方法包括基于请求的类型来确定处理请求所需的多个成员类型。 所述方法包括确定所述联络中心的多个代理，所述代理共同具有所述成员类型。 所述方法包括：向与所述代理分别相关联的所述联络中心的多个成员设备发送请求，以在处理所述用户请求时参与与所述用户设备的实时通信。
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