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:
May. 04, 2010
Filed:
Sep. 20, 2004
Andrew D. Flockhart, Thornton, CO (US);
Kenneth R. Hackbarth, Westminster, CO (US);
Thomas L. Hemm, Boulder, CO (US);
Sarah Hildebrandt Kiefhaber, Longmont, CO (US);
Joylee E. Kohler, Northglenn, CO (US);
Gary Edward Olmsted, Ashby, MA (US);
Jill B. Ziobro, Middletown, NJ (US);
Andrew D. Flockhart, Thornton, CO (US);
Kenneth R. Hackbarth, Westminster, CO (US);
Thomas L. Hemm, Boulder, CO (US);
Sarah Hildebrandt Kiefhaber, Longmont, CO (US);
Joylee E. Kohler, Northglenn, CO (US);
Gary Edward Olmsted, Ashby, MA (US);
Jill B. Ziobro, Middletown, NJ (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
The present invention is directed to a system for tracking a contact center operation. The system includes a tracking agentoperable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determine whether the first work item involves a communication medium different from the second work item; and (c) when the first work item involves a communication medium different from the second work item, cause termination of a timer with respect to the servicing of the first work item and initiation of a timer with respect to the servicing of the second work item. The first and second work items are concurrently assigned for servicing to the agent.