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:
Jul. 02, 2024
Filed:
Sep. 16, 2021
State Farm Mutual Automobile Insurance Company, Bloomington, IL (US);
State Farm Mutual Automobile Insurance Company, Bloomington, IL (US);
Abstract
Various techniques described herein relate to building and using representative data systems to store and manage representative profile data within contact centers. A representative data system integrates with external communication services and other internal/external systems to provide a uniform data store and interface to create and manage representative profiles. The representative data system retrieves and analyzes representative profile data during runtime contact center operations such as contact queuing, contact management, and/or workforce management. The representative data system may be implemented using relational or graph-based data structures to support advanced predictive modeling and impact analysis of scenarios such as service outages, dynamic workload shifting, infrastructure changes, and workforce changes.