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. 26, 2010
Filed:
Oct. 03, 2005
Roger I. Krimstock, Boulder, CO (US);
Rodney A. Thomson, Westminster, CO (US);
Roger I. Krimstock, Boulder, CO (US);
Rodney A. Thomson, Westminster, CO (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A database schema architecture and operators therefor is disclosed for storing data providing information about membership of items in one or more groups, wherein when such a group is a simulated group, access to group item data related to activities of the group items prior to creation of the simulated group is provided. When such a group is an actual group, access to group item data related to activities of the group items prior to creation of the group is constrained such that group entities have database Type 2 behavior. The architecture provides a common schema for both actual and simulated groups. The architecture provides the ability to create simulated or hypothesized groups of agents in a contact center, wherein the groups can be evaluated using agents' past performance. Such groups are represented by the same schemas as actual groups, and the data entities for the actual groups exhibit Type 2 database behavior.