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. 12, 2010
Filed:
Apr. 25, 2005
Shmuel Shaffer, Palo Alto, CA (US);
Labhesh Patel, Mountain View, CA (US);
Joseph F. Khouri, San Jose, CA (US);
Gebran G. Chahrouri, Menlo Park, CA (US);
Mohammed I. Darwish, Sunnyvale, CA (US);
Shmuel Shaffer, Palo Alto, CA (US);
Labhesh Patel, Mountain View, CA (US);
Joseph F. Khouri, San Jose, CA (US);
Gebran G. Chahrouri, Menlo Park, CA (US);
Mohammed I. Darwish, Sunnyvale, CA (US);
Cisco Technology, Inc., San Jose, CA (US);
Abstract
A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.