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:
Oct. 01, 2019
Filed:
Nov. 09, 2018
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Kevin McGraw, Saint John, CA;
Derrick Gunter, Saint John, CA;
Taras Mytropan, Saint John, CA;
David Albert, Saint John, CA;
Herbert Willi Artur Ristock, Walnut Creek, CA (US);
Other;
Abstract
A system for managing resource commitment in a contact center includes: a processor; and a memory, wherein the memory stores instructions that cause the processor to: receive over a shared data communications channel a request for contact center resources, wherein the request is for handling activities for the contact center. having an activity type; transmit a signal to initiate a raise round according to the request over the data communications channel to a pool of resources registered to communicate on the data communications channel; receive a plurality of volunteer signals from a plurality of volunteering resources from the pool of resources; select one or more of the plurality of the volunteering resources for fulfilling the request; and transmit a message to the selected volunteering resources for committing the selected volunteering resources to the request, wherein the committed resources are selected for routing an activity having the activity type.