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:
Nov. 25, 2003
Filed:
Jul. 07, 2000
Jeffrey J. Skibinski, Naperville, IL (US);
Robert T. Eitel, Bartlett, IL (US);
James Lewis Beck, III, Orland Park, IL (US);
Daniel F. Baker, Rolling Meadows, IL (US);
Rockwell Electronic Commerce Technologies LLC, Wood Dale, IL (US);
Abstract
Method and apparatus for configuring agent log-off reasons in connection with an automatic contact distribution (ACD) system. An organization operating an ACD system can define any number of agent log-off reasons, which can be configured for individual agents, for groups of agents, or system-wide. These custom-defined reasons can be incorporated in historical reports and in real-time displays regarding schedule adherence. These custom-defined reasons can be changed at any time. In addition, the order in which the reasons appear for selection by an agent can be changed at any time, and can be reordered automatically in accordance with different algorithms.