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:
Sep. 08, 2017
Amazon Technologies, Inc., Seattle, WA (US);
Melissa Nicole Reeder, Seattle, WA (US);
Brian Kropf, Lake Forest Park, WA (US);
Nancy Shields, Seattle, WA (US);
Amazon Technologies, Inc., Seattle, WA (US);
Abstract
A centralized system is provided for managing customer contacts in a customer service center and transferring those contacts between agents in a transparent manner. When an agent determines that a different representative is more likely or capable of resolving an issue associated with a customer contact, the system facilitates the transfer of the contact to another agent. The transfer can be transparent to both the sending agent and receiving agent so that both agents are informed in real time, via a dynamic user interface, regarding the status of the transfer of the current contact. In some embodiments, the transfer may not be limited to only transferring actual communication with the customer to the receiving agent, but may be an integrated process that includes the transfer of records, assignments, and other data-driven associations from the sending agent to the receiving agent.