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:
Feb. 20, 2001
Filed:
Feb. 12, 1998
Andrew D. Flockhart, Thornton, CO (US);
Robin Harris Foster, Little Silver, NJ (US);
Roy A. Jensen, Westminster, CO (US);
Joylee E. Kohler, Northglenn, CO (US);
Eugene P. Mathews, Barrington, IL (US);
Avaya Technology Corp., Miami Lakes, FL (US);
Abstract
Selection of a suitable call-center agent (,) to handle a call is based on which available suitable agent's handling of the call will tend to optimize call wait times. When a call needing a particular skill becomes available (,), all skills of agents in the agent queue (,) corresponding to the particular skill are determined (,). The agent queues corresponding to the determined skills are checked (,) to determine which ones identify only one agent. For each available agent having the particular skill, the number of agent queues which identify this agent as their only agent is computed (,). The available agent having the lowest computed number is selected (,) to handle the call. This minimizes the number of skills that will be left without an available agent to handle subsequent calls, and thus tends to maximize the probability that a next call will also have a suitable agent already available and not have to wait for one to become available, thereby optimizing call wait times.