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. 21, 1998
Filed:
Apr. 18, 1996
Applicant:
Inventor:
Michael S Carney, Lowell, MA (US);
Assignee:
Davox Corporation, , DE (US);
Primary Examiner:
Int. Cl.
CPC ...
H04M / ;
U.S. Cl.
CPC ...
379265 ; 379268 ; 379269 ;
Abstract
A telephony call center management system allows agents to be assigned and grouped into work groups. A supervisor is assigned to supervise one or more work groups. Supervisors may move agents between work groups that the supervisor oversees. A supervisor may also assign unassigned agents to a work group which the supervisor controls. The supervisor may view statistics on the performance of only those agents assigned to a work group to which the supervisor is assigned.