Title:
通信セッションのサービス品質パラメーターに基づく動的なエージェントメディアタイプ選択
Document Type and Number:
Japanese Patent JP6912537
Kind Code:
B2
Abstract:
A value of a quality of service parameter is monitored based on one or more communication sessions with an agent communication endpoint of a contact center agent. For example, a jitter parameter is monitored in an audio communication session with the contact center agent. A determination is made if the value of the quality of service parameter does not meet a threshold level. For example, a minimum amount of jitter threshold. In response to determining that the value of the quality of service parameter does not meet the threshold level, the agent communication endpoint is prevented from receiving new communication sessions in one or more media types originally supported by the contact center agent. For example, the agent communication endpoint is prevented from receiving any new voice communication sessions while still being allowed to receive communication sessions in other mediums, such as Instant Messaging and email.
Inventors:
Mehmet Bara Saigun
Application Number:
JP2019177175A
Publication Date:
August 04, 2021
Filing Date:
September 27, 2019
Export Citation:
Assignee:
Avaya Incorporated
International Classes:
H04W28/02; H04W28/18
Domestic Patent References:
| JP2005504452A | ||||
| JP2008219494A | ||||
| JP2010538504A | ||||
| JP2010533419A |
Foreign References:
| US20160036972 | ||||
| US20150071415 | ||||
| US20050180338 | ||||
| US20120300920 | ||||
| US9992341 | ||||
| US20170230441 |
Attorney, Agent or Firm:
Okabe
Koji Yoshizawa
Haruhiko Mimura
Yoichi Okabe
Koji Yoshizawa
Haruhiko Mimura
Yoichi Okabe