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:
Dec. 28, 2007
Anil K. Annadata, Milpitas, CA (US);
Wai H. Pak, Hercules, CA (US);
Mingtse Chen, Fremont, CA (US);
Henry D. Jay, San Mateo, CA (US);
Anil K. Annadata, Milpitas, CA (US);
Wai H. Pak, Hercules, CA (US);
Mingtse Chen, Fremont, CA (US);
Henry D. Jay, San Mateo, CA (US);
Siebel Systems, Inc., San Mateo, CA (US);
Abstract
An apparatus and method for maintaining data for multi-channel communication queuing associated with different media formats such as telephone, email, and fax. A list of agent data includes information related to types of communication media an agent can access. The data can further include information related to an agent's skills, a list of media routes, statistics for communication channels of specified media types, statistics for an agent, and journals for work items. Priority values for the media routes, the maximum number of queued items for the media routes, and times for escalating a work item can also be included.