公开(公告)号：US20160277576A1

公开(公告)日：2016-09-22

申请号：US14664363

申请日：2015-03-20

Applicant: Avaya Inc.

Inventor： Adrian Ryan ,  Dara Geary ,  William Meaney ,  Patrick Crowley ,  Edel Kelly

IPC: H04M3/51

Abstract: System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.

Abstract translation: 在客户和联络中心之间的电话呼叫中提供客户反馈的系统和方法，所述方法包括：在所述电话呼叫中监视来自所述客户的音频媒体流，检测所监视的双音多频（DTMF）反馈码 媒体流，以及从检测到的反馈代码分配反馈等级。

公开(公告)号：US10560577B2

公开(公告)日：2020-02-11

申请号：US14664363

申请日：2015-03-20

Applicant: Avaya Inc.

Inventor： Adrian Ryan ,  Dara Geary ,  William Meaney ,  Patrick Crowley ,  Edel Kelly

IPC: H04M1/64 ,  H04M3/51 ,  H04M7/12

Abstract: System and method to provide customer feedback in a telephone call between a customer and a contact center, the method comprising: monitoring an audio media stream from the customer in the telephone call, detecting a dual tone multi frequency (DTMF) feedback code within the monitored media stream, and assigning a feedback rating from the detected feedback code.

公开(公告)号：US20160379151A1

公开(公告)日：2016-12-29

申请号：US14752854

申请日：2015-06-27

Applicant: Avaya Inc.

Inventor： William Meaney ,  Dara Geary ,  Adrian Ryan ,  Edel Kelly

IPC: G06Q10/06 ,  G06Q30/00

CPC classification number: G06Q10/06398 ,  G06Q30/016

Abstract: A computing system to manage one or more communication sessions is disclosed. The computing system includes an input module to receive at least one subscription request from at least one resource, wherein the at least one subscription request comprises a subscription criteria. The system further includes a monitoring module to monitor the one or more communication sessions to generate one or more data metrics based on the subscription criteria. The system further includes a report generation module to analyze the one or more generated data metrics to generate one or more subscription reports. The system further includes a notification module to generate one or more notifications based on the one or more generated subscription reports.

Abstract translation: 公开了一种用于管理一个或多个通信会话的计算系统。 计算系统包括用于从至少一个资源接收至少一个订阅请求的输入模块，其中所述至少一个订阅请求包括订阅标准。 该系统还包括监视模块，用于监视一个或多个通信会话以基于订阅标准生成一个或多个数据度量。 该系统还包括报告生成模块，用于分析一个或多个生成的数据度量以生成一个或多个订阅报告。 该系统还包括通知模块，用于基于一个或多个生成的订阅报告生成一个或多个通知。