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. 08, 2010
Filed:
Mar. 31, 2004
Sarah H. Kiefhaber, Boulder, CO (US);
Joylee E. Kohler, Northglenn, CO (US);
Henry R. Paddock, Boulder, CO (US);
Katherine A. Sobus, Wilmington, DE (US);
Rodney A. Thomson, Westminster, CO (US);
Sarah H. Kiefhaber, Boulder, CO (US);
Joylee E. Kohler, Northglenn, CO (US);
Henry R. Paddock, Boulder, CO (US);
Katherine A. Sobus, Wilmington, DE (US);
Rodney A. Thomson, Westminster, CO (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
The present invention is directed to a contact center for servicing contacts having (a) an input to receive a first contact from a first customer; (b) a selector (i) to determine whether the first contact is related to another contact with the first customer and (ii) when the first contact is related to another contact with the first customer, to service the contact differently than when the first contact is unrelated to another contact with the first customer; and/or (c) a repeat contact determining agent (i) to track, a set of the plurality of agents over a selected time period, a number of contacts serviced by the agent set that are related to another contact serviced by the plurality of agents and (ii) to maintain, for each of the plurality of agents, an indicator indicating one or more of (a) a number of contacts, serviced by the agent set during the selected time period, that are not related to another contact serviced by the agent and (b) a number of contacts, serviced by the agent set during the selected time period, that are related to another contact serviced by the agent.