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:
Oct. 19, 2021
Filed:
Oct. 22, 2018
Avaya Inc., Santa Clara, CA (US);
Dara Geary, Galway, IE;
Avaya Inc., Santa Clara, CA (US);
Abstract
Managing occupancy of agents in a multi-channel contact center includes receiving an incoming contact assignable to a plurality of agents of the contact center; determining a respective availability score for each of the plurality of agents according to an agent selection strategy; and associating a respective weighting factor with each of the plurality of agents. Additionally, a respective adjusted availability score is calculated for each of the plurality of agents based on the associated respective weighting factor and the respective availability score; and the incoming contact is routed to one of the plurality of agents based on the adjusted availability scores. The described weighting strategies are particularly beneficial when applying the weighting factor across multiple channels (or media types), where each channel has its own demands.