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. 06, 2004
Filed:
Dec. 16, 1999
Hal B. Zenner, Fair Haven, NJ (US);
NCR Corporation, Dayton, OH (US);
Abstract
A Predictive IAWD (Pre-IAWD) initially assigns inbound work to an agent in a group of agents based on a dynamically generated prediction of work completion time. The Pre-IAWD initially assigns the work to the agent having the highest likelihood of completing the work first in the group of agents, based on a prediction generated by a Pre-IAWD algorithm based on dynamically measured factors, such as a current work load of each agent, a priority of the work, and an experience level and skill set of each agent. A Proactive IAWD (Pro-IAWD) reassigns work initially assigned to agents by the Pre-IAWD based on a set of predetermined rules, to maintain an equitable work load across the agent group.