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:
Jan. 26, 2021
Filed:
Jun. 30, 2020
Avaya Management L.p., Santa Clara, CA (US);
Neil O'Connor, Athenry, IE;
Avaya Management L.P., Santa Clara, CA (US);
Abstract
The present disclosure provides, among other things, a method of managing a wrap-up time in a contact center, the method including: receiving, by an agent of the contact center, a communication having a variable associated with the communication; receiving an input from a source external to the contact center; determining that the variable is related to the input; based on the relation of the variable to the input, determining an updated wrap-up time; storing the updated wrap-up time and the input in a database including timing variables; enabling a machine learning process to analyze the database; providing the updated wrap-up time to the agent as an amount of time rendered on a display to the agent; and updating a data model used to automatically determine wrap-up times based on the analysis of the machine learning process.