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:
Apr. 30, 2002
Filed:
Feb. 19, 1999
Christopher Clemmett Macleod Beck, Oceanside, CA (US);
Jonathan Michael Berke, San Diego, CA (US);
Joel A Johnstone, San Diego, CA (US);
Robin Marie Mitchell, Cardiff, CA (US);
James Karl Powers, Carlsbad, CA (US);
Mark Franklin Sidell, Chapel Hill, NC (US);
Charles Dazler Knuff, Carksbad, CA (US);
Genesys Telecommunications Laboratories, Inc., San Francisco, CA (US);
Abstract
In a multimedia call center (MMCC) an agent work presentation software model (AWPM) may be programmed to an individual agent or group of agents, and set to launch automatically each time an agent for whom the model is programmed logs on to the operating system of the MMCC. The AWPM has interfaces for accessing all necessary information to prepare agent work lists, such as agent skills, licenses, authorizations, waiting calls, and waiting work of other sorts, and automatically accesses the needed information and prepares a dynamic work list to an agent for the duration of a work session. Work lists are updated by the pertinent AWPM as each agent accomplishes tasks, and work-in-progress is updates as well. Many other tasks may be done as well, such as statistical updates, agent rating, alerts, and so on.