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:
Jun. 05, 2007
Filed:
Aug. 23, 1999
Richard Ney, San Jose, CA (US);
Kevin Garcia, San Jose, CA (US);
David L. Burns, San Francisco, CA (US);
Richard Ney, San Jose, CA (US);
Kevin Garcia, San Jose, CA (US);
David L. Burns, San Francisco, CA (US);
Aspect Communications, San Jose, CA (US);
Abstract
A method of accumulating and summarizing a number of customer interaction records pertaining to a specific customer records system (e.g., an ACD) over a predetermined time period commences with the receipt of interaction record including interaction information describing customer interaction. For example, the interaction information could indicate the hold time for a particular call received at the ACD. A cumulative record to which the interaction record contributes is then identified, and the cumulative record is then automatically updated to reflect predetermined interaction information contained within the interaction record. For example, a cumulative log of hold times for the particular ACD over a predetermined time interval may be updated with hold time information included within the interaction record.