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:
Mar. 26, 2024
Filed:
Dec. 13, 2022
Talkdesk, Inc., San Francisco, CA (US);
António Pedro Dourado de Moura Veloso, Lisbon, PT;
Ana Carina Fernandes Rodrigues, Odivelas, PT;
Pedro Miguel Reis Santos, Corroios, PT;
Yue Sun, Wuhan, CN;
Talkdesk, Inc., San Francisco, CA (US);
Abstract
Communications within a call center are routed to agents based on available capacity of the agents. Weighting values are associated with communications and each agent has a maximum capacity. Calls are routed to agents based on a current occupancy of each agent. The current occupancy is determined based on weighting values associated with communications currently being handled by the agents. Agents generally are not assigned a communication that would result in an occupancy that is greater than the agent's maximum capacity.