Patents by Inventor John McGreevy
John McGreevy 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: 11621932Abstract: A resource managing computer system for managing at least one resource in an enterprise is disclosed. The resource managing computer system includes a communication interface for establishing at least one web based chat communication session with at least one customer. The system further includes a monitoring module for monitoring one or more parameters associated with the at least one web based chat communication session. The system further includes a computing module for computing at least one confidence score based on the one or more monitored parameters of the at least one web based chat communication session. The system further includes an allocation module for allocating the at least one resource to the at least one web based chat communication session, wherein the allocation is performed based on the at least one computed confidence score.Type: GrantFiled: October 31, 2014Date of Patent: April 4, 2023Assignee: Avaya Inc.Inventors: Tony McCormack, Neil O'Connor, John McGreevy
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Publication number: 20220156275Abstract: A computer-implemented method and computing system for providing unified data analytics, include receiving data from one or more data sources, and processing the data. One or more statistics are computed by aggregating an output of the processing i) at an instantaneous point in time; and ii) over a predetermined duration of time.Type: ApplicationFiled: November 16, 2021Publication date: May 19, 2022Inventors: Sean Burke, Jonathan Dwyer, Susannah Gaffney, Andrew Lavelle, Diarmuid Leonard, Anthony McCormack, John McGreevy, Joseph Smyth
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Patent number: 10817894Abstract: A method for forming and disbanding dynamic temporary groups includes receiving a plurality of contacts at the facility, wherein each contact is associated with a respective user and a respective set of attributes; identifying a first subset of contacts which share a first common attribute; and dynamically forming a temporary group of contacts by determining a second common attribute shared by a second subset of the contacts, wherein the second subset of contacts is a smaller subset of the first subset of contacts. The method also includes identifying a related goods or service, based on the second common attribute, and presenting an offer for the related goods or services to the second subset of contacts and not to member contacts of the first subset that are not member contacts of the second subset of contacts.Type: GrantFiled: August 18, 2016Date of Patent: October 27, 2020Assignee: Avaya, Inc.Inventors: Joseph Smyth, John McGreevy, Siobhan Dervan, Adeel Gilani
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Patent number: 10609219Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.Type: GrantFiled: August 8, 2018Date of Patent: March 31, 2020Assignee: Avaya Inc.Inventors: Paul D'Arcy, Neil O'Connor, John McGreevy
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Patent number: 10462297Abstract: A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.Type: GrantFiled: January 8, 2015Date of Patent: October 29, 2019Assignee: Avaya Inc.Inventors: Liam Loftus, Neil O'Connor, John McGreevy, Seamus Hayes
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Patent number: 10382628Abstract: A work routing system of an enterprise is disclosed for allocating resources for routing a work request in an enterprise. The work routing system includes a resource monitoring module configured to determine resource-occupancy of a plurality of resources available in the enterprise, wherein the plurality of resources are grouped into one or more groups based on a predefined strategy. The work routing system further includes a group monitoring module configured to determine group-occupancy of the one or more groups based on at least one predefined criteria, wherein the group-occupancy is determined for a predefined time period. The work routing system further includes an assignment module configured to assign the work request to one of the one or more groups based on the group-occupancy.Type: GrantFiled: June 3, 2014Date of Patent: August 13, 2019Assignee: Avaya Inc.Inventors: Neil O'Connor, Robert C. Steiner, Tony McCormack, John McGreevy
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Patent number: 10165121Abstract: A method of sending data to one of a plurality of geographically dispersed contact center service sites includes receiving a contact from a customer device; determining a context of the contact; and retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact. Accordingly, based on the determined context of the contact, a predicted particular service site from among the plurality of geographically dispersed contact center service sites can be identified so that the retrieved information can be sent to a storage location that is closer to the predicted particular service site than the contact center is.Type: GrantFiled: August 18, 2016Date of Patent: December 25, 2018Assignee: Avaya Inc.Inventors: John Reilly, John McGreevy, Joseph Smyth, Thomas Eustace
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Publication number: 20180352088Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.Type: ApplicationFiled: August 8, 2018Publication date: December 6, 2018Inventors: Paul D'Arcy, Neil O'Connor, John McGreevy
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Patent number: 10122859Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.Type: GrantFiled: December 16, 2014Date of Patent: November 6, 2018Assignee: Avaya Inc.Inventors: Paul D'Arcy, Neil O'Connor, John McGreevy
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Patent number: 9591134Abstract: A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.Type: GrantFiled: May 15, 2014Date of Patent: March 7, 2017Assignee: Avaya Inc.Inventors: Neil O'Connor, Robert C. Steiner, John McGreevy, Tony McCormack
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Publication number: 20170053303Abstract: A method for forming and disbanding dynamic temporary groups includes receiving a plurality of contacts at the facility, wherein each contact is associated with a respective user and a respective set of attributes; identifying a first subset of contacts which share a first common attribute; and dynamically forming a temporary group of contacts by determining a second common attribute shared by a second subset of the contacts, wherein the second subset of contacts is a smaller subset of the first subset of contacts. The method also includes identifying a related goods or service, based on the second common attribute, and presenting an offer for the related goods or services to the second subset of contacts and not to member contacts of the first subset that are not member contacts of the second subset of contacts.Type: ApplicationFiled: August 18, 2016Publication date: February 23, 2017Inventors: Joseph Smyth, John McGreevy, Siobhan Dervan, Adeel Gilani
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Publication number: 20170054847Abstract: A method of sending data to one of a plurality of geographically dispersed contact center service sites includes receiving a contact from a customer device; determining a context of the contact; and retrieving, by the server of the contact center, from a first context store, information based on the determined context of the contact. Accordingly, based on the determined context of the contact, a predicted particular service site from among the plurality of geographically dispersed contact center service sites can be identified so that the retrieved information can be sent to a storage location that is closer to the predicted particular service site than the contact center is.Type: ApplicationFiled: August 18, 2016Publication date: February 23, 2017Inventors: John Reilly, John McGreevy, Joseph Smyth, Thomas Eustace
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Publication number: 20170054852Abstract: A method of responding to an incoming contact at a contact center includes receiving the incoming contact from a user device associated with a user; determining an attribute related to the user; and identifying historical contact interactions of the contact center that each have a respective attribute matching the attribute related to the user. Thus, based on the identified historical contact interactions, a next action associated with the contact can be predicted in order to provide dynamically modifying, during handling of the incoming contact, a default path for handling the incoming contact based on the predicted next action.Type: ApplicationFiled: August 18, 2016Publication date: February 23, 2017Inventors: John McGreevy, Adeel Gilani, James Bourke, John Reilly
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Publication number: 20170054768Abstract: A method of dynamically maintaining conference attributes during a conference includes conducting the conference according to a first set of conference attributes based on a first set of member terminals currently members of the conference and detecting during the conference that conference membership changes from the first set of member terminals to a second set of member terminals participating in the conference. Thus, a second set of conference attributes can be determined based on the second set of member terminals so that the conference can be dynamically changed so as to be conducted according to the second set of conference attributes rather than the first set of conference attributes.Type: ApplicationFiled: August 18, 2016Publication date: February 23, 2017Inventors: Joseph Smyth, John McGreevy, Sean Coyne, Siobhan Dervan
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Patent number: 9525776Abstract: A response managing system for managing at least one communication session in an enterprise is disclosed. The response managing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session between a customer and a resource, wherein the resource provides one or more responses to the customer. The response managing system further includes a database for storing the one or more monitored parameters. The response managing system further includes a processing module for processing the one or more stored parameters to determine one or more characteristics of the customer. The response managing system further includes a response preparation module for preparing one or more responses based on the one or more determined characteristics.Type: GrantFiled: January 6, 2015Date of Patent: December 20, 2016Assignee: Avaya Inc.Inventors: Tony McCormack, Neil O'Connor, John McGreevy
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Patent number: 9516169Abstract: A contact center, methods, and mechanisms are provided for dynamically scaling a contact center based on scaling triggers and monitored activity. The monitored activity includes information provided from one or more sources. This information serves to indicate whether a contact center activity is increasing, decreasing, or maintaining a steady-state. When the activity at a contact center is increasing, a scaling mechanism increases a number of resources provisioned to the contact center according to rules. When the activity at a contact center is decreasing, a scaling mechanism decreases a number of resources provisioned to the contact center according to rules. The scaling triggers are created, removed, modified, or otherwise classified as correlations between monitored activity and contact center scaling are observed.Type: GrantFiled: December 5, 2014Date of Patent: December 6, 2016Assignee: Avaya Inc.Inventors: John Reilly, Dawid Nowak, John McGreevy, Siobhán Dervan, Tom Eustace
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Publication number: 20160269258Abstract: A computing system for managing at least one communication session in an enterprise is disclosed. The computing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session. The system further includes a resource selection module for selecting at least one resource from one or more resources in the enterprise, wherein the at least one resource is selected by polling the one or more resources to associate the one or more resources with the one or more parameters. The system further includes a database for storing the association of the one or more parameters with the at least one selected resource. The system further includes a routing module for routing the at least one communication session to the at least one selected resource.Type: ApplicationFiled: March 10, 2015Publication date: September 15, 2016Inventors: John McGreevy, Neil O'Connor, Tony McCormack
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Publication number: 20160205250Abstract: A method and system automatically determines when to review an agent response. The method performed by an oversight device includes receiving first data including a request type of a request received by a contact center. In response to the first data, the method includes automatically determining rules corresponding to the request type, the rules indicating required steps performed by an agent for the request type. The method includes receiving second data corresponding to a response process used by the agent in generating a response to the request, the response process including performed steps performed by the agent for the request. In response to the second data, the method includes automatically determining whether the required steps are included in the performed steps of the response process. The method includes forwarding the response to a supervisor device when the required steps are absent from the performed steps of the response process.Type: ApplicationFiled: January 8, 2015Publication date: July 14, 2016Inventors: Liam LOFTUS, Neil O'CONNOR, John MCGREEVY, Seamus HAYES
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Publication number: 20160198047Abstract: A response managing system for managing at least one communication session in an enterprise is disclosed. The response managing system includes a monitoring module for monitoring one or more parameters associated with the at least one communication session between a customer and a resource, wherein the resource provides one or more responses to the customer. The response managing system further includes a database for storing the one or more monitored parameters. The response managing system further includes a processing module for processing the one or more stored parameters to determine one or more characteristics of the customer. The response managing system further includes a response preparation module for preparing one or more responses based on the one or more determined characteristics.Type: ApplicationFiled: January 6, 2015Publication date: July 7, 2016Inventors: Tony McCormack, Neil O'Connor, John McGreevy
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Publication number: 20160173694Abstract: A resource selection computing system for selecting at least one resource for one or more communication sessions in an enterprise is disclosed. The resource selection computing system includes a monitoring module for monitoring one or parameters associated with at least one communication session from at least one customer. The system further includes a database for storing the one or more monitored parameters. The system further includes a computation module for computing at least one connection score for the at least one customer with each of a plurality of resources based on the one or more stored parameters. The system further includes a resource selection module for selecting the at least one resource from the plurality of resources based on the at least one computed connection score.Type: ApplicationFiled: December 16, 2014Publication date: June 16, 2016Inventors: Paul D'Arcy, Neil O'Connor, John McGreevy