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:
Feb. 15, 2005
Filed:
Sep. 24, 2001
Ole J. Mengshoel, Newport Beach, CA (US);
Ken Fertig, Palo Alto, CA (US);
Sudhakar Reddy, Santa Clara, CA (US);
Ole J. Mengshoel, Newport Beach, CA (US);
Ken Fertig, Palo Alto, CA (US);
Sudhakar Reddy, Santa Clara, CA (US);
Rockwell Electronic Commerce Technologies, LLC, Wood Dale, IL (US);
Abstract
A method and apparatus are provided for dynamically reassigning agents among call types in a call distribution system having a plurality of agents assigned to a plurality of call types. The method includes the steps of detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter and determining an agent allocation among the plurality of call types best suited to correct the deficiency.