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:
Apr. 14, 2020
Filed:
Nov. 09, 2007
Prasad Manikarao Deshpande, Bangalore, IN;
Dinesh Garg, Beawar, IN;
Prasad Manikarao Deshpande, Bangalore, IN;
Dinesh Garg, Beawar, IN;
INTERNATIONAL BUSINESS MACHINES CORPORATION, Armonk, NY (US);
Abstract
A call center system for allocating problem tickets for technical services by using a pull model auction to select an agent to work on the problem ticket. When the call center receives an order for a technical service, it develops a complexity estimate for the tasks specified in the problem ticket, and calculates deadlines for completing the problem ticket and for conducting the auction. Invitations to bid on the problem ticket are sent to potential agents on a bidder's list. The winning bid is selected from among the bids received back from the potential agents, and, after evaluating the bids, the problem ticket is transferred to the winning agent.