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:
May. 28, 2019
Filed:
Apr. 13, 2018
Avaya Inc., Basking Ridge, NJ (US);
Gráinne Farrell, Galway, IE;
Adrian Ryan, Galway, IE;
Conor Tannian, Galway, IE;
Will Meaney, Galway, IE;
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A method for reducing backlog at a call center comprises receiving a request for an agent of a contact center from a device associated with a contact and determining a context for the request. Based on the context, the request may be published while restricting agents from servicing the request, and the duration of time that the request is published is monitored. If an interrupt that indicates that an opt-in user would like to handle the published request is received, then a device associated with the opt-in user is communicably coupled to the device associated with the contact. However, after the request is published for a publish time and an interrupt from a device associated with an opt-in user is not received the request is removed from being published and agents of the contact center are allowed to service the request.