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:
Sep. 10, 2019
Filed:
May. 29, 2014
Applicant:
Avaya Inc., Basking Ridge, NJ (US);
Inventors:
Robert C. Steiner, Broomfield, CO (US);
Wen-Hua Ju, Monmouth Junction, NJ (US);
Assignee:
Avaya Inc., Satna Clara, CA (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
H04M 3/51 (2006.01); G06Q 10/06 (2012.01); H04M 7/00 (2006.01);
U.S. Cl.
CPC ...
G06Q 10/06311 (2013.01); H04M 3/5166 (2013.01); H04M 7/0012 (2013.01); H04M 2201/16 (2013.01);
Abstract
A mechanism for adaptive modification of an attribute tree in a graph based contact center is described along with various methods and mechanisms for administering the same. Adaptive modification methods are disclosed that allow a graph database to automatically remove and create categories as well as block removal of categories with active relationships. Staff assignment, administrator productivity, and customer service are improved with the assessment, merging, and removal of atrophied categories and the operationally desirable expansion and/or addition of categories.