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. 11, 2000
Filed:
Dec. 17, 1997
Andrew D Flockhart, Thornton, CO (US);
Robin H Foster, Little Silver, NJ (US);
Roy A Jensen, Westminster, CO (US);
Joylee E Kohler, Northglenn, CO (US);
Eugene P Mathews, Barrington, IL (US);
Lucent Technologies Inc., Murray Hill, NJ (US);
Abstract
In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a 'rare' skill of the agent and is prevented from handling calls needing a 'common' skill of the agent even if calls needing the common skill are waiting to be handled, if not reserving the agent for the calls needing the rare skill would deprive those calls of the last available agent, even if no calls needing the rare skill are available for handling. The agent is reserved only if target performance criteria, such as average speed of answer, for handling the calls needing the common skill are being met. In case of more than one agent being available to handle calls that need the rare skills, one of these agents is selected and reserved and the other agents are freed to serve calls needing 'common' skills.