Avaya Inc.

Avaya Technology LLC

David Charles Bengtson

Eugene P Mathews

Andrew Derek Flockhart

Robin Harris Foster

Douglas W Swartz

John Z Taylor

Christopher Moss

Andrew J Cammer

James E Ertel

The present invention is directed to architectures for receiving, from requestors, requests for information, identifying appropriate responders, unknown to the requestors, to provide the requested information, and effecting interactions between the requestors and responders.

Communications-enabled dynamic social network routing utilizing presence

A call selection process in a call center is controlled so as to ensure the achievement of target values for one or more interval-based performance metrics. In an illustrative embodiment, a memory in the call center is used to store information regarding contractual target values of one or more interval-based performance metrics such as, for example, an average speed of answering metric, or a percent in service level metric. The call selection process is then adjusted within a given performance interval based at least in part on a comparison of a value of the metric actually achieved during the interval to the corresponding stored target value. For example, a service objective of the call selection process may be adjusted at one or more designated points in the interval if the value of the metric actually achieved to a given one of the points will not allow achievement of the target value within the interval.

Adjustment of call selection to achieve target values for interval-based performance metrics in a call center

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Centennial, CO, United States of America

David Charles Bengtson