Patents by Inventor Tommy Moran
Tommy Moran 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).
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Patent number: 11533398Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.Type: GrantFiled: August 21, 2019Date of Patent: December 20, 2022Assignee: Avaya Inc.Inventors: Liam Loftus, Neil O'Connor, Tommy Moran, Seamus Hayes, Paul D'Arcy
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Publication number: 20190379790Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.Type: ApplicationFiled: August 21, 2019Publication date: December 12, 2019Inventors: Liam LOFTUS, Neil O'CONNOR, Tommy MORAN, Seamus HAYES, Paul D'ARCY
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Patent number: 10425534Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.Type: GrantFiled: March 30, 2015Date of Patent: September 24, 2019Assignee: Avaya, Inc.Inventors: Liam Loftus, Neil O'Connor, Tommy Moran, Seamus Hayes, Paul D'Arcy
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Patent number: 9549070Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.Type: GrantFiled: February 12, 2015Date of Patent: January 17, 2017Assignee: Avaya Inc.Inventors: Neil O'Connor, Ronan Fox, Paul D'Arcy, Liam Loftus, Tommy Moran
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Publication number: 20160295018Abstract: A method and system automatically optimizes agent time. The method performed by a transferring device includes monitoring a communication session between an agent device used by an agent of the contact center and a user device used by a user. The communication session including first communications generated by the agent and second communications generated by the user. The method includes determining when the communication session is to be transferred from the agent device to an automated system of the contact center. The automated system is configured to perform the communication session by generating third communications for the second communications. The method includes generating a control signal upon determining the communication session is to be transferred that is configured to automatically transfer the communications session from the agent device to the automated system.Type: ApplicationFiled: March 30, 2015Publication date: October 6, 2016Inventors: Liam LOFTUS, Neil O'CONNOR, Tommy MORAN, Seamus HAYES, Paul D'ARCY
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Publication number: 20160241716Abstract: A system and method determines members of a team in a contact center to handle a request. The method is performed by a formation device by receiving a user request from a user device, the user request associated with a type of user request. The method includes determining a plurality of member types required in handling the request based upon the type of request. The method includes determining a plurality of agents of the contact center, the agents collectively having the member types. The method includes transmitting a request to a plurality of member devices of the contact center respectively associated with each of the agents to participate in a real-time communication with the user device in handling the user request.Type: ApplicationFiled: February 12, 2015Publication date: August 18, 2016Inventors: Neil O'Connor, Ronan Fox, Paul D'Arcy, Liam Loftus, Tommy Moran
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Patent number: 8913736Abstract: A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.Type: GrantFiled: August 5, 2011Date of Patent: December 16, 2014Assignee: Avaya Inc.Inventors: Joylee E. Kohler, Dhaval Desai, Luciano Godoy Fagundes, Mohammad Khan, Tommy Moran, Veeranna Angadageri Yamanappa
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Patent number: 8488772Abstract: Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.Type: GrantFiled: May 25, 2011Date of Patent: July 16, 2013Assignee: Avaya Inc.Inventors: Luciano Godoy Fagundes, Tommy Moran, Veeranna A. Yamanappa, Mohammad Khan, Dhaval Desai, Joylee E. Kohler, Andrew D. Flockhart, Robert C. Steiner
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Publication number: 20130166274Abstract: A system and method for managing an avatar is provided. The method comprises receiving an initial input from one or more communication interfaces, processing the initial input using one or more processors, determining one or more initial characteristics based on processing the initial input and providing instructions to generate and display the avatar with one or more initial avatar characteristics in response to the one or more initial characteristics.Type: ApplicationFiled: December 21, 2011Publication date: June 27, 2013Applicant: AVAYA INC.Inventors: Luciano Godoy FAGUNDES, Tommy MORAN, Veeranna Angadageri YAMANAPPA, Mohammad Raza KHAN, Dhaval Tusharbhai DESAI, Joylee Kohler
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Publication number: 20120300920Abstract: Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.Type: ApplicationFiled: May 25, 2011Publication date: November 29, 2012Applicant: AVAYA INC.Inventors: Luciano Godoy Fagundes, Tommy Moran, Veeranna A. Yamanappa, Mohammad Khan, Dhaval Desai, Joylee E. Kohler, Andrew D. Flockhart, Robert C. Steiner
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Publication number: 20120183131Abstract: A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.Type: ApplicationFiled: August 5, 2011Publication date: July 19, 2012Applicant: Avaya Inc.Inventors: Joylee E. Kohler, Dhaval Desai, Luciano Godoy Fagundes, Mohammad Khan, Tommy Moran, Veeranna Angadageri Yamanappa