Avaya Inc.

Henry R Paddock

Joylee E Kohler

Katherine Anthony Sobus

Sarah Hildebrandt Kiefhaber

Rodney Allen Thomson

Patrick Tendick

Lynn H Smith

Hongguang Li

Kenneth R Hackbarth

Marc A Geist

David Zanoni

Deborah Hill

Murray Jenson

Pat Tendick

Nilay Noyan

Katherine R Sobus

Systems and methods for identifying related contacts in a contact center are provided. In particular, contacts that are initiated by an agent or other resource after an earlier contact has been placed on hold or while the agent or resource is in an after-contact work state are determined to be associated with the earlier contact. Accordingly, associations within contacts can be identified and recorded. Furthermore, the identification of associations between contacts can be performed without requiring explicit recognition of relationships between the content of different contacts, and without relying on an agent to make accurate reports regarding relationships between contacts.

Method and apparatus for identifying related contacts

Methods, devices, and systems are provided for monitoring and reporting various metrics associated with objects of interest. The present invention is adapted to monitor objects of interest, such as contact center agents, to determine whether a triggering event has occurred and, if so, report metrics associated with the object of interest in a dynamic, customized, and real-time fashion.

Real-time detective

A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.

Prediction of threshold exceptions based on real time operating information

The present invention is directed to a contact centercomprising (a) an input operable to receive a contact from a customer, the customer having an associated value to the contact centerand (b) a contact selectoroperable to select a resource of the contact centerto service the contact based, at least in part, on the associated value. The associated value reflects one or more of a historic, predicted, and current monetary expense of the contact center to service the customer.

Using true value in routing work items to resources

Multi-service request within a contact center

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

The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.

Contact center and method for tracking and acting on one and done customer contacts

A reporting system is utilized to generate timeline visualization information characterizing a process in a call center. The reporting system comprises a report server, a graphical server, and a database. The report server receives a request for a report, relating to one or more specified aspects of the call center process, from a user terminal, and generates a query to the database. The report server utilizes information retrieved from the database responsive to the query to generate a report for delivery to the user terminal. The report comprises at least one timeline having a plurality of image identifiers associated therewith. The graphical server supplies image files corresponding to respective ones of the image identifiers to the user terminal to thereby permit generation of a visualization of the timeline at the user terminal.

Growing community of inventors

Boulder, CO, United States of America

Henry R Paddock