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:
May. 19, 2020
Filed:
Feb. 23, 2018
Applicant:
Avaya Inc., Santa Clara, CA (US);
Inventor:
Thomas Moran, Galway, IE;
Assignee:
Avaya Inc., Santa Clara, CA (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 3/523 (2006.01); H04L 12/24 (2006.01); H04M 3/51 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5233 (2013.01); H04L 41/04 (2013.01); H04M 3/5175 (2013.01);
Abstract
A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.