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:
Jun. 23, 2020
Filed:
Feb. 26, 2018
Wells Fargo Bank, N.a, San Francisco, CA (US);
Julio Jiron, San Bruno, CA (US);
Kevin King, Concord, CA (US);
Beth S. Moss, Danville, CA (US);
James Lyle Schafer, San Francisco, CA (US);
Kalyan Subramanian, Scottsdale, AZ (US);
Chris Theodore Kalaboukis, San Jose, CA (US);
Raziq Yaqub, Stewartsville, NJ (US);
Wells Fargo Bank, N.A., San Francisco, CA (US);
Abstract
A computer system is described that is configured to generate an entry in a centralized event log for each voice call into a contact center of an organization. The event log system is configured to receive call data associated with action performed during the call and retrieve context data associated with the call from across a plurality of disparate systems used by the contact center to service the call. The event log system is configured to include both the call data and the context data in the call entry, and to correlate the call entry with previous call entries for a same entity identified for the call. The call entry may also include entity profile data as metadata. The pertinent data for the call will be stored in a single, centralized location accessible by any of the front-end systems for use in determining how to handle the call.