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:
Jan. 02, 2007
Filed:
Aug. 20, 2003
Matthew G. A. Mcconnell, Alpharetta, GA (US);
John C. C. Mcilwaine, Alpharetta, GA (US);
Rick Baggenstoss, Decatur, GA (US);
Scott Richter, Gainesville, GA (US);
Robert L. Beard, Alpharetta, GA (US);
Eric Blumthal, Atlanta, GA (US);
Jennifer C. East, Alpharetta, GA (US);
Lisa Marie Foley, Atlanta, GA (US);
Matthew G. A. McConnell, Alpharetta, GA (US);
John C. C. McIlwaine, Alpharetta, GA (US);
Rick Baggenstoss, Decatur, GA (US);
Scott Richter, Gainesville, GA (US);
Robert L. Beard, Alpharetta, GA (US);
Eric Blumthal, Atlanta, GA (US);
Jennifer C. East, Alpharetta, GA (US);
Lisa Marie Foley, Atlanta, GA (US);
Knowlagent, Inc., Alpharetta, GA (US);
Abstract
A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selection process according to variations in state such as fluctuating call volume. When two or more metrics describe distinct aspects of an agent's performance and both aspects are relevant to agent selection, the algorithm can weigh each according to relative importance to the center's operational effectiveness. The present invention couples to the information infrastructure of a computer-based contact center and interfaces with the components of the center that acquire and maintain information pertinent to the agent-selection process. This connectivity delivers real-time information to the software algorithms and thereby facilitates rapid response to changing conditions.