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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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公开(公告)号：US11533398B2
公开(公告)日：2022-12-20
申请号：US16546672
申请日：2019-08-21
Applicant: Avaya Inc.
Inventor： Liam Loftus , Neil O'Connor , Tommy Moran , Seamus Hayes , Paul D'Arcy
Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.
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公开(公告)号：US10425534B2
公开(公告)日：2019-09-24
申请号：US14672409
申请日：2015-03-30
Applicant: Avaya Inc.
Inventor： Liam Loftus , Neil O'Connor , Tommy Moran , Seamus Hayes , Paul D'Arcy
Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.
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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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