IN2013MU02192A - - Google Patents

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Publication number
IN2013MU02192A
IN2013MU02192A IN2192MU2013A IN2013MU02192A IN 2013MU02192 A IN2013MU02192 A IN 2013MU02192A IN 2192MU2013 A IN2192MU2013 A IN 2192MU2013A IN 2013MU02192 A IN2013MU02192 A IN 2013MU02192A
Authority
IN
India
Prior art keywords
supervisor
agent
subject matter
matter expert
virtual
Prior art date
Application number
Other languages
English (en)
Inventor
Jonathan Roberts Phillips
Gregory D Weber
Original Assignee
Avaya Inc
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Avaya Inc filed Critical Avaya Inc
Publication of IN2013MU02192A publication Critical patent/IN2013MU02192A/en

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations

Landscapes

  • Business, Economics & Management (AREA)
  • Human Resources & Organizations (AREA)
  • Engineering & Computer Science (AREA)
  • Strategic Management (AREA)
  • Development Economics (AREA)
  • Economics (AREA)
  • Marketing (AREA)
  • Physics & Mathematics (AREA)
  • General Business, Economics & Management (AREA)
  • General Physics & Mathematics (AREA)
  • Entrepreneurship & Innovation (AREA)
  • Theoretical Computer Science (AREA)
  • Educational Administration (AREA)
  • Accounting & Taxation (AREA)
  • Finance (AREA)
  • Game Theory and Decision Science (AREA)
  • Operations Research (AREA)
  • Quality & Reliability (AREA)
  • Tourism & Hospitality (AREA)
  • Information Transfer Between Computers (AREA)
  • User Interface Of Digital Computer (AREA)
IN2192MU2013 2012-09-28 2013-06-28 IN2013MU02192A (fr)

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
US13/630,290 US20140095397A1 (en) 2012-09-28 2012-09-28 Creating virtual groups for managing a contact center

Publications (1)

Publication Number Publication Date
IN2013MU02192A true IN2013MU02192A (fr) 2015-06-12

Family

ID=50386148

Family Applications (1)

Application Number Title Priority Date Filing Date
IN2192MU2013 IN2013MU02192A (fr) 2012-09-28 2013-06-28

Country Status (2)

Country Link
US (1) US20140095397A1 (fr)
IN (1) IN2013MU02192A (fr)

Families Citing this family (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US9569741B2 (en) 2012-09-28 2017-02-14 Avaya Inc. Virtual management of work items
US20160048841A1 (en) * 2014-08-15 2016-02-18 Bank Of America Corporation Seamless customer transfer in a video conferencing system
US9936066B1 (en) * 2016-03-16 2018-04-03 Noble Systems Corporation Reviewing portions of telephone call recordings in a contact center using topic meta-data records
US10732811B1 (en) * 2017-08-08 2020-08-04 Wells Fargo Bank, N.A. Virtual reality trading tool
US10992806B2 (en) * 2017-12-18 2021-04-27 Verint Americas Inc. System and method for projective channel hopping
US11228682B2 (en) * 2019-12-30 2022-01-18 Genesys Telecommunications Laboratories, Inc. Technologies for incorporating an augmented voice communication into a communication routing configuration
US20230053267A1 (en) * 2021-08-11 2023-02-16 Rovi Guides, Inc. Systems and methods for multi-agent conversations

Family Cites Families (7)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US5884029A (en) * 1996-11-14 1999-03-16 International Business Machines Corporation User interaction with intelligent virtual objects, avatars, which interact with other avatars controlled by different users
US6035288A (en) * 1998-06-29 2000-03-07 Cendant Publishing, Inc. Interactive computer-implemented system and method for negotiating sale of goods and/or services
US20060062376A1 (en) * 2004-09-22 2006-03-23 Dale Pickford Call center services system and method
US8601386B2 (en) * 2007-04-20 2013-12-03 Ingenio Llc Methods and systems to facilitate real time communications in virtual reality
US8531447B2 (en) * 2008-04-03 2013-09-10 Cisco Technology, Inc. Reactive virtual environment
US9344396B2 (en) * 2009-03-30 2016-05-17 Avaya Inc. System and method for persistent multimedia conferencing services
US20110125826A1 (en) * 2009-11-20 2011-05-26 Avaya Inc. Stalking social media users to maximize the likelihood of immediate engagement

Also Published As

Publication number Publication date
US20140095397A1 (en) 2014-04-03

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