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:
Oct. 05, 2010
Filed:
Jul. 28, 2005
Kenneth R. Hackbarth, Jr., Westminster, CO (US);
Murray Jenson, Lakewood, CO (US);
Joylee E. Kohler, Northglenn, CO (US);
Henry R. Paddock, Boulder, CO (US);
Katherine A. Sobus, Wilmington, DE (US);
David Zanoni, Bethlehem, PA (US);
Kenneth R. Hackbarth, Jr., Westminster, CO (US);
Murray Jenson, Lakewood, CO (US);
Joylee E. Kohler, Northglenn, CO (US);
Henry R. Paddock, Boulder, CO (US);
Katherine A. Sobus, Wilmington, DE (US);
David Zanoni, Bethlehem, PA (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.