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:
Jun. 04, 2019
Filed:
Mar. 22, 2018
Applicant:
Avaya Inc., Santa Clara, CA (US);
Inventors:
Robert C. Steiner, Broomfield, CO (US);
Wen-Hua Ju, Monmouth Junction, NJ (US);
Assignee:
Avaya Inc., Santa Clara, CA (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/523 (2006.01); H04M 3/51 (2006.01); G06Q 30/00 (2012.01); H04M 3/493 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5232 (2013.01); G06Q 30/016 (2013.01); H04M 3/493 (2013.01);
Abstract
A graph database is described for use in connection with a contact center. The graph database includes a plurality of nodes and relationships that describe the operations, entities, personnel, and attributes in the contact center. Also described is the operation of a work assignment engine that leverages the graph database to make intelligent and flexible work assignment decisions.