US 10,477,019 B2Granted

Contact center administration via text stream interaction

AssigneeAvaya Inc.

InventorsJohn H. Yoakum, Tony McCormack

Life of this patent

Estimating the term…

Loading patent…

Abstract

Mechanisms for generating a metric message text stream, and a corresponding contact center command, in response to determining that a contact center metric value is not a desired value is disclosed. A metric value is obtained that quantifies a metric of a contact center. It is determined that the metric value is not a desired value. In response to determining that the metric value is not the desired value, generating a metric message text stream. A contact center action set is generated that comprises at least one contact center action that is associated with the metric message text stream. A metric message identifier (ID) is associated with the metric message text stream. The metric message ID and the contact center action set are stored in a storage, and the metric message text stream is communicated to a computing device.

Claims21

Dependent claims

A method comprising:

obtaining, by a processor of a contact center system, a metric value that quantifies an operational characteristic of the contact center;
determining, by the processor of the contact center system, that the metric value is not within a predetermined range of values for the operational characteristic;
and
in response to determining that the metric value is not within the predetermined range of values for the operational characteristic:
determining, by the processor of the contact center system, a computing device associated with a user;
generating, by the processor of the contact center system, a first metric message text stream based on a message template associated with the operational characteristic, at least one parameter associated with the operational characteristic, and a contact center action set identifier identifying an action template of a plurality of action templates, wherein the first metric message text stream comprises an interactive flow, and wherein the interactive flow is associated with a unique metric message identifier (ID);
generating, by the processor of the contact center system, a contact center action set based on the action template identified by the contact center action set identifier in the message template, the action template defining at least one contact center action directed to the operational characteristic, wherein the generated contact center action set is associated with the first metric message text stream;
storing, by the processor of the contact center system, the unique metric message ID and the contact center action set in a storage;
and
sending, by the processor of the contact center system, the first metric message text stream to the computing device.

7 more elements

A computing device, comprising:

a communication interface configured to communicate with a network;
and
a controller communicatively coupled to the communication interface, and configured to:
obtain a metric value that quantifies an operational characteristic of a contact center;
determine that the metric value is not within a predetermined range of values for the operational characteristics;
and
in response to determining that the metric value is not within the predetermined range of values for the operational characteristic:
determine a computing device associated with a user;
generate a first metric message text stream based on a message template associated with the computing device and the operational characteristic, the message template defining a format associated with the computing device and text for the generated first metric message text stream, at least one parameter associated with the operational characteristic, and a contact center action set identifier identifying an action template of a plurality of action templates, wherein the first metric message text stream comprises an interactive flow, and wherein the interactive flow is associated with a unique metric message identifier (ID);
generate a contact center action set comprising at least one contact center action based on the action template identified by the contact center action set identifier in the message template, the action template defining at least one contact center action directed to the operational characteristic, wherein the generated contact center action set is associated with the first metric message text stream;
store the unique metric message ID and the contact center action set in a storage;
and
send the first metric message text stream to the computing device.

10 more elements

A computer program product stored on a computer-readable storage medium and including instructions configured to cause a processor to carry out the steps of:

obtaining a metric value that quantifies an operational characteristic of a contact center;
determining that the metric value is not within a predetermined range of values for the operational characteristic;
and
in response to determining that the metric value is not within the predetermined range of values for the operational characteristic:
determining, a computing device associated with a user;
generating a first metric message text stream based on a message template associated with the computing device and the operational characteristic, the message template defining a format based on the computing device and text for the generated first metric message text stream, at least one parameter associated with the operational characteristic, and a contact center action set identifier identifying an action template of a plurality of action templates, wherein the first metric message text stream comprises an interactive flow, and wherein the interactive flow is associated with a unique metric message identifier (ID);
generating a contact center action set comprising at least one contact center action based on the action template identified by the contact center action set identifier in the message template, the action template defining at least one contact center action directed to the operational characteristic, wherein the generated contact center action set is associated with the first metric message text stream;
storing the unique metric message ID and the contact center action set in a storage;
and
sending the first metric message text stream to the computing device.

7 more elements

Dependencies are inferred from the claim text.