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:
Feb. 22, 2011
Filed:
Oct. 20, 2006
Stephen A. Evanchik, Malden, MA (US);
Alister D. Lewis-bowen, Cambridge, MA (US);
Louis M. Weitzman, Brookline, MA (US);
Stephen A. Evanchik, Malden, MA (US);
Alister D. Lewis-Bowen, Cambridge, MA (US);
Louis M. Weitzman, Brookline, MA (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
A method and system for routing or directing calls in a call center, service center, or help desk environment includes a versatile queuing mechanism that supports instant messaging or electronic communications or mail in support of received calls taken by the help desk. The queuing mechanism provides predefined categories of different areas of expertise, automatic distribution to different skills levels of escalating expertise based on each request, multiple experts for each category monitoring the queues for new requests, and, as the requests come in, the experts can manually pull the new requests or be given the requests automatically. For each request, there is automated control of the number of instant messages any one expert is allowed to handle. The expert resolution can be used as feedback in the entire support process for evaluation.