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. 20, 2023
Filed:
Jan. 13, 2022
Incontact Inc., Sandy, UT (US);
Tushar Deshmukh, Maharashtra, IN;
Sebastien Roland Mancel, Danville, CA (US);
Ashish Seth, Los Altos, CA (US);
Saiprasad Vyawahare, Hingoli, IN;
Deepak Tiwari, Maharashtra, IN;
Omkar Shrihari Joglekar, Maharashtra, IN;
Susmith Roy, Assam, IN;
INCONTACT INC., Sandy, UT (US);
Abstract
A computerized-method for providing an indication as to an availability of a communication-channel type that is used during an interaction with a customer, via a web app is provided herein. The computerized-method includes operating a communication-channel-type availability module that includes: receiving collected data of an interaction of an agent during an interaction with a customer, via a communication-channel-type from a communication manager module; operating one or more analyses on the collected data to yield a corresponding score of each analysis of the one or more analyses; calculating an availability-score of the communication-channel-type during the interaction, based on the score for each analysis of the one or more analyses; storing the calculated availability-score, in a data storage, as an availability-score of the agent, after the interaction ends; and displaying the availability-score as an indication to an availability of a communication-channel type, on a display unit, associated with the computerized system.