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:
Mar. 03, 2020
Filed:
Jul. 08, 2011
Joylee E. Kohler, Northglenn, CO (US);
Andrew D. Flockhart, Westminster, CO (US);
Robert C. Steiner, Westminster, CO (US);
Joylee E. Kohler, Northglenn, CO (US);
Andrew D. Flockhart, Westminster, CO (US);
Robert C. Steiner, Westminster, CO (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time.