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. 16, 2004
Filed:
Feb. 05, 2003
Didina Burok, Matawan, NJ (US);
Andrew D. Flockhart, Thornton, CO (US);
James M. Landwehr, Summit, NJ (US);
Colin Lingwood Mallows, Flemington, NJ (US);
Sami Joseph Qutub, Freehold, NJ (US);
Rafal Sitkowski, Lakewood, NJ (US);
Leta G. Herman, Belchertown, MA (US);
Peter J. Matteo, Eatontown, NJ (US);
Larry John Roybal, Westminster, CO (US);
Robert C. Steiner, Broomfield, CO (US);
Wen-Hua Ju, Monmouth Junction, NJ (US);
Gail Levenelm, Brielle, NJ (US);
Avaya, Inc., Lincroft, NJ (US);
Abstract
An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each workflow. Queued work items are automatically assigned to a next available agent based on an activity state. A short-term predictor provides early detection of work items that are at risk of failing to meet their commitments. A long-term predictor detects backlogs of work items where excessive delays in queue are likely to put work items at risk of failing to meet their commitments. An activity's state can also cause additional reserve and backup agents to be assigned to it, to service work items from its queue before their commitments are missed.