Collaboration management tools for contact centers
AssigneeAvaya Inc.
InventorsTony McCormack, Neil O'Connor, John Yoakum
Life of this patent
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Abstract
A method of managing the operation of a contact center comprises monitoring events occurring in the operation of a contact center and maintaining a set of trigger conditions against which monitored events may be matched. A rule set defines, for at least one trigger condition, the identity of one or more users to be contacted when the trigger condition is matched. Upon determining a match between one or more monitored events and one or more trigger conditions, the identity of one or more users associated in the rule set with the matched trigger condition(s) is retrieved from the rule set. The identified users are sent a communication including details permitting the users to access a common collaborative meeting environment.
Claims16
A method of managing the operation of a contact center, comprising:
- a) monitoring events occurring in the operation of a contact center;
- b) maintaining a set of trigger conditions against which monitored events are matched;
- c) maintaining a rule set defining, for at least one trigger condition, the identity of one or more users to be contacted when said trigger condition is matched;
- d) upon determining a match between one or more monitored events and one or more trigger conditions, retrieving from the rule set the identity of one or more users associated in the rule set with the matched trigger condition(s);
- generating a collaborative meeting environment within which said users are provided with access to information relating to the operation of said contact center, populating the collaborative meeting environment with configuration tools for modifying the operation of the contact center, and
- e) sending to said one or more identified users a communication including details permitting said users to access the common collaborative meeting environment.
A computer program product comprising computer readable code stored on a computer-readable non-transitory computer medium which when executed on a computing device is arranged to perform the steps of:
- a) monitoring events occurring in the operation of a contact center;
- b) maintaining a set of trigger conditions against which monitored events are matched;
- c) maintaining a rule set defining, for at least one trigger condition, the identity of one or more users to be contacted when said trigger condition is matched;
- d) upon determining a match between one or more monitored events and one or more trigger conditions, retrieving from the rule set the identity of one or more users associated in the rule set with the matched trigger condition(s);
- generate a collaborative meeting environment within which said users are provided with access to information relating to the operation of said contact center, populate the collaborative meeting environment with configuration tools for modifying the operation of the contact center, and
- e) sending to said one or more identified users a communication including details permitting said users to access a common collaborative meeting environment.
A contact center comprising a processor adapted to:
- a) monitor events occurring in the operation of a contact center;
- b) maintain a set of trigger conditions against which monitored events are matched;
- c) maintain a rule set defining, for at least one trigger condition, the identity of one or more users to be contacted when said trigger condition is matched;
- d) upon determining a match between one or more monitored events and one or more trigger conditions, retrieve from the rule set the identity of one or more users associated in the rule set with the matched trigger condition(s);
- generating a collaborative meeting environment within which said users are provided with access to information relating to the operation of said contact center, populating the collaborative meeting environment with configuration tools for modifying the operation of the contact center, and
- e) send to said one or more identified users a communication including
- details permitting said users to access a common collaborative meeting environment.
Dependencies are inferred from the claim text.