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:
Dec. 22, 2020
Filed:
May. 05, 2015
Avaya Inc., Santa Clara, CA (US);
Valentine C. Matula, Granville, OH (US);
David Skiba, Golden, CO (US);
George Erhart, Loveland, CO (US);
Avaya Inc., Santa Clara, CA (US);
Abstract
Allocation of resources utilized by a contact center remains a balancing act between the burden of having resources that are generally underutilized and underperforming due to resource constraints. Many contact centers support a variety of communication types (e.g., audio-video, audio, text, email, etc.) associated with a respective communication channel. Communications may be dynamically incentivized or allocated from one communication channel having greater resource demands to another communication channel having lesser resource demands. Additionally, the resources of the contact center may be shared by customers of clients utilizing the contact center. As a result, one customer having a spike in demand may have their, and/or another customer's, communications reallocated to the less demanding channel to manage contact center resource utilization.