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. 30, 2024
Filed:
Feb. 25, 2021
Avaya Management L.p., Durham, NC (US);
Avaya Management L.P., Durham, NC (US);
Abstract
Contact centers often encounter situations where a group of customers have a common issue to be addressed. Connecting each customer to an agent for one-on-one communication may be effective, but it is resource intensive both in terms of networking and computer requirements and the time an agent spends repeating the same information. By performing an initial assessment of customers' issues, a common issue may be discovered that a common issue exists that can be handled in a group lecture pod, wherein a number of customer connect to interact with an agent and optionally to each other. Provided confidential information is not required, and any other required consent given, customers may be connected to the group lecture pod for more immediate resolution of a common issue and not have to stay in queue to wait for an agent to become available for a one-on-one interaction.