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:
Mar. 06, 2012
Filed:
Sep. 18, 2007
Marc Coughlan, Balmain, AU;
Alexander Forbes, Westleigh, AU;
Ciarron Gannon, Sydney, AU;
Peter D. Runcie, Bilgola Plateau, AU;
Ralph Warta, Gladesville, AU;
Marc Coughlan, Balmain, AU;
Alexander Forbes, Westleigh, AU;
Ciarron Gannon, Sydney, AU;
Peter D. Runcie, Bilgola Plateau, AU;
Ralph Warta, Gladesville, AU;
Avaya Inc., Basking Ridge, NJ (US);
Abstract
An agent's emotional state is used to assist with determining how to route an incoming communication. The factoring in of emotional state can be combined with other performance metrics that can include, for example, any suitable metric for expressing or describing agent performance or agent skill level. For example, the metrics can include revenue generated, revenue generation rate, profitability, profitability generation rate, number of units sold, rate of unit sales, average duration of the contact, a rating quantifying the agents proficiency in handling a contact, the occurrence of a trouble ticket, agent requests assistance, a no sale situation, customer satisfaction indicators, customer attention, value of collections, time to close a sale, one-and-done, and/or any other metric indicating the customer's relationship with the business.