Patents by Inventor Fintan Hynes

Fintan Hynes has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • System and method for automated assignment of monitoring in a contact center
    Patent number: 9020134
    Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.
    Type: Grant
    Filed: October 4, 2013
    Date of Patent: April 28, 2015
    Assignee: Avaya, Inc.
    Inventors: Tony McCormack, Fintan Hynes, Paul D'Arcy
  • SYSTEM AND METHOD FOR AUTOMATED ASSIGNMENT OF MONITORING IN A CONTACT CENTER
    Publication number: 20150098560
    Abstract: A system for automated assignment of monitoring customer-agent interactions is provided. A metadata extraction module configured to extract metadata related to each of a plurality of customer-agent interactions is disclosed. Further, a resource attribute collection module configured to collect attributes about each of a plurality of supervisor resources in the communication system is disclosed. Additionally, an assignment module configured to assign one of the plurality of supervisor resources to monitor one of the plurality of customer-agent interactions based on the extracted metadata and the collected attributes is disclosed.
    Type: Application
    Filed: October 4, 2013
    Publication date: April 9, 2015
    Applicant: Avaya Inc.
    Inventors: Tony McCormack, Fintan Hynes, Paul D'Arcy