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:
Aug. 31, 2010
Filed:
Oct. 06, 2005
Andrew D. Flockhart, Thornton, CO (US);
Robin H. Foster, Little Silver, NJ (US);
Eugene P. Mathews, Marco Island, FL (US);
Jill K. Ross, Golden, CO (US);
John Z. Taylor, Bedminster, NJ (US);
Rodney A. Thomson, Westminster, CO (US);
Andrew D. Flockhart, Thornton, CO (US);
Robin H. Foster, Little Silver, NJ (US);
Eugene P. Mathews, Marco Island, FL (US);
Jill K. Ross, Golden, CO (US);
John Z. Taylor, Bedminster, NJ (US);
Rodney A. Thomson, Westminster, CO (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
The present invention is directed to a contact center using presence information to direct work items to experts. More specifically, a system is provided that includes a feature that allows for subject matter experts, which are individuals other than customer service agents, to assist in incoming calls in at least three different modes: an assist mode, an intercept mode and an overflow mode. Thus, customer service efficiency and customer satisfaction are increased. In addition, it is contemplated that subject matter experts may either selectively accept or deny the request for assistance.