The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Nov. 27, 2018
Filed:
Nov. 14, 2016
Applicant:
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Inventors:
Alex Khodorenko, Walnut Creek, CA (US);
Vladimir Pimtchenkov, Pleasant Hill, CA (US);
Sergey B. Belov, Walnut Creek, CA (US);
Yevgeniy Petrovykh, Walnut Creek, CA (US);
Patrick Mackey, San Francisco, CA (US);
Arne Stoertenbecker, Mannheim, DE;
Assignee:
Other;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/523 (2006.01); H04L 29/08 (2006.01); H04L 12/58 (2006.01); H04M 3/42 (2006.01); H04M 3/51 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5232 (2013.01); H04L 51/32 (2013.01); H04L 67/306 (2013.01); H04L 67/325 (2013.01); H04M 3/42068 (2013.01); H04M 3/5191 (2013.01);
Abstract
A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.