公开(公告)号：US20150003604A1

公开(公告)日：2015-01-01

申请号：US13928575

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Siobhán Dervan ,  Paul D'Arcy

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/2038

Abstract: An Estimated Wait Time (EWT) computing system for computing estimated wait time for customers in a contact center is provided. The EWT computing system includes an analysis module for analyzing each incoming contact to determine attributes corresponding to the incoming contact. The EWT computing system further includes a categorization module for categorizing the incoming contact based on the determined attributes and a past history of the incoming contact or similar contacts. The EWT computing system further includes a computing module for computing an estimated wait time for the incoming contact based on a category of the incoming contact and availability of suitable agents for handling the incoming contact. The EWT computing system further includes a reporting module for reporting the estimated wait time to the incoming contact.

Abstract translation: 提供了一个用于计算联络中心客户估计等待时间的估计等待时间（EWT）计算系统。 EWT计算系统包括分析模块，用于分析每个传入的联系人以确定对应于传入联系人的属性。 EWT计算系统还包括分类模块，用于基于所确定的属性以及传入联系人或类似联系人的过去历史对入局联系人进行分类。 EWT计算系统还包括计算模块，用于基于进入联系人的类别和用于处理传入联系人的合适代理的可用性来计算传入联系人的估计等待时间。 EWT计算系统还包括报告模块，用于报告传入联系人的估计等待时间。

公开(公告)号：US09172810B2

公开(公告)日：2015-10-27

申请号：US13928575

申请日：2013-06-27

Applicant: Avaya Inc.

Inventor： Tony McCormack ,  Siobhán Dervan ,  Paul D'Arcy

IPC: H04M3/51 ,  H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/2038

Abstract: An Estimated Wait Time (EWT) computing system for computing estimated wait time for customers in a contact center is provided. The EWT computing system includes an analysis module for analyzing each incoming contact to determine attributes corresponding to the incoming contact. The EWT computing system further includes a categorization module for categorizing the incoming contact based on the determined attributes and a past history of the incoming contact or similar contacts. The EWT computing system further includes a computing module for computing an estimated wait time for the incoming contact based on a category of the incoming contact and availability of suitable agents for handling the incoming contact. The EWT computing system further includes a reporting module for reporting the estimated wait time to the incoming contact.

Abstract translation: 提供了一个用于计算联络中心客户估计等待时间的估计等待时间（EWT）计算系统。 EWT计算系统包括分析模块，用于分析每个传入的联系人以确定对应于传入联系人的属性。 EWT计算系统还包括分类模块，用于基于所确定的属性以及传入联系人或类似联系人的过去历史对入局联系人进行分类。 EWT计算系统还包括计算模块，用于基于进入联系人的类别和用于处理传入联系人的合适代理的可用性来计算传入联系人的估计等待时间。 EWT计算系统还包括报告模块，用于报告传入联系人的估计等待时间。

公开(公告)号：US09516169B2

公开(公告)日：2016-12-06

申请号：US14562456

申请日：2014-12-05

Applicant: Avaya Inc.

Inventor： John Reilly ,  Dawid Nowak ,  John McGreevy ,  Siobhán Dervan ,  Tom Eustace

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

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/402

Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.

Abstract translation: 提供了联络中心，方法和机制，用于根据缩放触发器和监视的活动动态缩放联络中心。 受监视的活动包括从一个或多个来源提供的信息。 该信息用于指示联络中心活动是增加，减少还是维持稳定状态。 当联络中心的活动越来越多时，缩放机制根据规则增加了向联络中心提供的资源数量。 当联络中心的活动正在减少时，缩放机制会根据规则减少提供给联络中心的资源数量。 缩放触发器被创建，删除，修改或以其他方式分类为监视的活动和联络中心缩放之间的相关性。

公开(公告)号：US20160165052A1

公开(公告)日：2016-06-09

申请号：US14562456

申请日：2014-12-05

Applicant: Avaya Inc.

Inventor： John Reilly ,  Dawid Nowak ,  John McGreevy ,  Siobhán Dervan ,  Tom Eustace

IPC: H04M3/523

CPC classification number: H04M3/5238 ,  H04M3/5233 ,  H04M2203/402

Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.

Abstract translation: 提供了联络中心，方法和机制，用于根据缩放触发器和监视的活动动态缩放联络中心。 受监视的活动包括从一个或多个来源提供的信息。 该信息用于指示联络中心活动是增加，减少还是维持稳定状态。 当联络中心的活动越来越多时，缩放机制根据规则增加了向联络中心提供的资源数量。 当联络中心的活动正在减少时，缩放机制根据规则减少提供给联络中心的资源数量。 缩放触发器被创建，删除，修改或以其他方式分类为监视的活动和联络中心缩放之间的相关性。