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:
May. 08, 2012
Filed:
Apr. 23, 2009
Hongguang LI, Broomfield, CO (US);
Henry R. Paddock, Boulder, CO (US);
Lynn R. Smith, Westminster, CO (US);
Katherine R. Sobus, Wilmington, DE (US);
Hongguang Li, Broomfield, CO (US);
Henry R. Paddock, Boulder, CO (US);
Lynn R. Smith, Westminster, CO (US);
Katherine R. Sobus, Wilmington, DE (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.