Avaya Inc.

David Zanoni

Robert Snyder

Robin Donald Taylor

Joylee E Kohler

Rodney Allen Thomson

Patrick Tendick

Katherine Anthony Sobus

Sarah Hildebrandt Kiefhaber

Henry R Paddock

Kenneth R Hackbarth

Murray Jenson

Sara Hildebrandt Kiefhaber

The present invention is directed to a contact center that includes a switching fabricoperable to configure a communication session between a first customer and a first resourcefor servicing of a first contact by the first resource and a contact tracking agentoperable, during the servicing of the first contact by the first resource, to (a) monitor the first contact center endpoint for at least one of (i) a change in contact state, (ii) the connection of the first resource and the first customer through a second (new) communication channel, and (iii) the addition of a party to and/or removal of a party from the communication session and (b), when the at least one of (i)-(iii) occurs, terminate a first contact part and create a second contact part. The first and second contact parts are associated with the communication session.

Data model of participation in multi-channel and multi-party contacts

The present invention is directed to a data model for effecting transformations of entities from a first form of expression to a second different form of expression.

Database structures and administration techniques for generalized localization of database items

A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.

Method for discovering problem agent behaviors

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Bethlehem, PA, United States of America

David Zanoni