Avaya Inc.

Avaya Technology LLC

Kenneth R Hackbarth

Joylee E Kohler

Sarah Hildebrandt Kiefhaber

Murray Jenson

Valentine C Matula

Andrew Derek Flockhart

Katherine Anthony Sobus

Kenneth Jensen

Richard Alan Windhausen

Douglas W Swartz

Henry R Paddock

Thomas L Hemm

Sharmistha Sarkar Das

David Zanoni

Gary Olmsted

Jill B Ziobro

A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made within the contact center, determine if those changes had a positive or negative effect on the contact center performance (either locally or globally), and reverse the change if it is determined that the change resulted in negative effect on the contact center.

Contact center service monitoring and correcting

A contact center is provided that includes a plurality of agents for servicing incoming contacts and an a performance analysis module that compares a proposed contact center configuration and/or change in secondary contact center performance parameter against a set of contact center templates, the contact center templates defining a historical contact center configuration as of respective points in time and, based on the results of this operation, predicts an impact on a primary contact center performance parameter if the proposed contact center configuration and/or change in secondary performance parameter were to be implemented.

Contact center performance prediction

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 system for tracking a contact center operation. The system includes a tracking agentoperable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determine whether the first work item involves a communication medium different from the second work item; and (c) when the first work item involves a communication medium different from the second work item, cause termination of a timer with respect to the servicing of the first work item and initiation of a timer with respect to the servicing of the second work item. The first and second work items are concurrently assigned for servicing to the agent.

Multi-tasking tracking agent

The accent of a party to a call is determined from a speech sample of the party and the call is sent for servicing to a call-center agent who has skill in the determined accent, and preferably to an agent who speaks both the determined language and the language of the accent.

Accent-based matching of a communicant with a call-center agent

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Westminster, CO, United States of America

Kenneth R Hackbarth