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. 25, 2011
Filed:
Oct. 18, 2006
Robin Donald Taylor, Danville, CA (US);
Robert Wayne Snyder, Danville, CA (US);
Robin Donald Taylor, Danville, CA (US);
Robert Wayne Snyder, Danville, CA (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A method, apparatus and computer program product for determining customer routing in a call center is presented. Information relating to a customer in a communication session with the call center is recorded. The information relating to the customer in a communication session with the call center is evaluated and a determination made whether to transfer the customer to a generalist. The customer is transferred to a generalist when a result of the determining is that the customer should be transferred to a generalist and the customer is not transferred to a generalist and when the result of the determining is that the customer should not be transferred to a generalist.