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:
Apr. 08, 2025
Filed:
Dec. 22, 2022
Dell Products L.p., Round Rock, TX (US);
Ming Qian, Allston, MA (US);
Anne-Marie Mcreynolds, San Jose, CA (US);
Christopher O'Bryon Hill, Bellevue, WA (US);
Dell Products L.P., Round Rock, TX (US);
Abstract
Methods and systems for managing customer-encountered issues are disclosed. To manage the customer-encountered issues, a multiphase optimization process may be implemented to select a service agent to resolve each customer-encountered issue. The multiphase analysis may include a process of identifying service agents qualified to attempt to resolve each customer-encountered issue. The multiphase optimization may also include a process of ranking the qualified service agents based on their past performance and experience. The multiphase optimization may also include a process for estimating the likelihood of each of the qualified service agents resolving each customer-encountered issue within prescribed goals.