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:
Mar. 18, 2003
Filed:
Dec. 01, 1999
Yuri Shtivelman, San Francisco, CA (US);
Genesys Telecommunications Laboratories, Inc., Daly City, CA (US);
Abstract
In a communication center system wherein agents participate in and host communication sessions, a session management system has a data repository storing parameters regarding individual sessions in progress in the communication center system and agent parameters including one or both of minimum and maximum load capabilities for individual agents. A management software executes on a server associated with the communication center system, and calculates agent load level over chat sessions hosted by an individual agent, compares the calculated load level with one or both of minimum and maximum load for said agent, and adjusts agent assignment to sessions accordingly. In the case where agents are overloaded, additional agents are assigned to open sessions, and in the case where agents are underutilized, additional sessions may be assigned to the under-utilized agents. The sessions in a preferred embodiment are chat sessions.
Data source: USPTO (United States Patent and Trademark Office) public patent records. Weekly synchronization. How IDiyas builds this profile