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:
Aug. 21, 2001
Filed:
Feb. 17, 2000
Applicant:
Inventors:
Peter D. Morley, Falls Church, VA (US);
Jonathan Wineberg, Leesburg, VA (US);
Assignee:
SER Solutions, Inc., Herndon, VA (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/523 ; H04M 3/44 ; H04Q 3/64 ;
U.S. Cl.
CPC ...
H04M 3/523 ; H04M 3/44 ; H04Q 3/64 ;
Abstract
A system in which agents are transferred based on the future performance parameter of a call center predicted from the trend of current samples. In a multi-media call center, the performance parameter may be any defined variable, such as profit per contact, incoming call wait time, etc. The agents being transferred come from any agent activity such as web chat, e-mail, another incoming call campaign, an outgoing call campaign, etc.