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:
Aug. 16, 2022
Filed:
Jan. 25, 2021
Applicant:
Avaya Management L.p., Durham, NC (US);
Inventors:
Assignee:
Avaya Management L.P., Durham, NC (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/436 (2006.01); H04M 3/51 (2006.01); H04M 3/523 (2006.01); G06N 3/08 (2006.01);
U.S. Cl.
CPC ...
H04M 3/4365 (2013.01); G06N 3/084 (2013.01); H04M 3/5235 (2013.01); H04M 2203/2033 (2013.01);
Abstract
Contact centers often provide a restricted amount of time for agents to perform post-call activities, including identifying and selecting a relevant completion code from a large set of codes. Providing automated systems and methods to identify the relevant code or codes can present a limited number of the codes (e.g., quick release codes) to the agent and/or automatically enter the completion code. When the quick release code is entered, the record of the call is then updated with the code and the communication is terminated as a single step.