Avaya Inc.

Dhaval Desai

Joylee E Kohler

Luciano Godoy Fagundes

Mohammad Naseem Khan

Tommy Moran

Veeranna Angadageri Yamanappa

Paul Roller Michaelis

Andrew Derek Flockhart

Robert C Steiner

Thomas J Moran

Systems and methods for routing and/or servicing contacts using video analysis of one or more video streams are provided. The systems and methods are particularly applicable to a contact center.

Agent matching based on video analysis of customer presentation

A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.

System and method for delivering a contact to a preferred agent after a set wait period

Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.

Grouping of contact center agents

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Pune, India

Dhaval Desai