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:
Nov. 05, 2019
Filed:
Sep. 30, 2010
Joylee E Kohler, Northglenn, CO (US);
Pawan Aggarwal, Haryana, IN;
Kedar Swadi, Pune, IN;
Avaya Inc., Basking Ridge, NJ (US);
Abstract
Embodiments of the present invention generally relate to a system and method for adaptively assigning multiple contacts to an agent determined by that agent's current metrics data or effectiveness measure. In one embodiment, there is provided a method for adaptively assigning multiple contacts to an agent in a contact center, comprising providing a reporting engine containing an agent's metrics; providing an assignment engine for assigning multiple contacts to the agent based upon the agent's metrics received from the reporting engine; storing each contact being served by the agent with at least one agent metrics element to be measured by the reporting engine; updating the agent's metrics in the reporting engine based upon the measured at least one metrics element; comparing the agent's updated metrics with stored target metrics; and assigning multiple contacts to the agent when the agent's metrics is within the target metrics.