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:
Sep. 16, 2025
Filed:
May. 29, 2023
Intradiem, Inc., Marietta, GA (US);
Matthew Grady Mcconnell, Johns Creek, GA (US);
Christopher Powell Busbee, Marietta, GA (US);
Kevin Wilson, Bradenton, FL (US);
Eric Victor Drucker, Roswell, GA (US);
Jennifer Christine East, Milton, GA (US);
Michael Carl Jarus, Suwanee, GA (US);
Jennifer Lee, Hays, KS (US);
Harper Flores, Cleveland, TX (US);
Intradiem, Inc., Marietta, GA (US);
Abstract
A computer-implemented method for managing a contact center one or more processors in a management network (a) receiving, from an end-user network, data associated with a plurality of agent instances servicing incoming communications for the contact center, wherein the contact center, the end-user network, and the management network are associated with the enterprise; (b) determining, based on a specification of a logical directive, an operation to be performed in relation to the plurality of agent instances, the specification of the logical directive having at least one condition that, if satisfied by the received data associated with the plurality of agent instances servicing the incoming communications for the contact center, defines the operation to be performed; and (c) providing, to one or more servers, the determined operation to be performed, wherein the operation includes making a modification relating to (i) at least one of the plurality of agent instances and/or (ii) the servicing of the incoming communications. A computing system and article of manufacture are also provided.