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. 17, 2019
Filed:
Jan. 08, 2018
Applicant:
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Inventors:
Hardik Modi, Folsom, CA (US);
Nikolay Korolev, Concord, CA (US);
Herbert Willi Artur Ristock, Walnut Creek, CA (US);
Conor McGann, San Carlos, CA (US);
Jeffery Karas, San Francisco, CA (US);
Graeme Provan, Pacifica, CA (US);
Assignee:
Other;
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/523 (2006.01); H04M 3/51 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5232 (2013.01); H04M 3/5175 (2013.01); H04M 2203/408 (2013.01);
Abstract
A system includes a router to route an interaction by a customer to a contact center. A journey patience value is determined for the customer, where the journey patience value is based on a current journey stage of the customer. An action by the contact center is determined based on the determined journey patience value for the customer. The action is performed by the contact center based on the determined action.