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. 15, 2012
Filed:
Aug. 14, 2008
Steven Lew, Newton, MA (US);
Jeanne-marie Daggett, London, GB;
Robert Etchepare, Highlands Ranch, CO (US);
Steven Lew, Newton, MA (US);
Jeanne-Marie Daggett, London, GB;
Robert Etchepare, Highlands Ranch, CO (US);
Accenture Global Services Limited, Dublin, IE;
Abstract
The Agent Communication Toolbox (ACT) eliminates the burdens to call center managers of manually distributing desk drops and following up with call center agents to determine whether the agents have accessed the desk drops and completed related training. ACT provides distributed communications to the desktop of a call center agent. ACT records access, testing and training by call center agents and produces reports that indicate the understanding and content comprehension of call center agents. ACT provides real-time coaching to call center agents to improve call center agent knowledge, increase first call resolution and the quality of responses provided by the call center agent. ACT also intelligently routes communications based on the location and skills of the call center agent, reducing the volume of communications and network bandwidth requirements.