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:
Dec. 07, 2004
Anthony J. Dezonno, Bloomingdale, IL (US);
Roger A. Sumner, Batavia, IL (US);
Sandy Biggam, Bloomingdale, IL (US);
Jeffrey D. Hodson, Wheaton, IL (US);
Mary Ellen Moser, Warrenville, IL (US);
Mike Hollatz, Huntley, IL (US);
Dave Wesen, Channahon, IL (US);
Michael Sheridan, Oak Park, IL (US);
Anthony J. Dezonno, Bloomingdale, IL (US);
Roger A. Sumner, Batavia, IL (US);
Sandy Biggam, Bloomingdale, IL (US);
Jeffrey D. Hodson, Wheaton, IL (US);
Mary Ellen Moser, Warrenville, IL (US);
Mike Hollatz, Huntley, IL (US);
Dave Wesen, Channahon, IL (US);
Michael Sheridan, Oak Park, IL (US);
Aspect Software, Inc., Lombard, IL (US);
Abstract
In one embodiment, a method is provided for routing calls within an automatic contact distribution system comprising assessing at least two evaluators programmed to collect information about identified sets of attributes associated with a call. The system then initiates the collection of information to enable the evaluators to assign a value to those attributed for which information exists. A comparison is then performed of the values assigned to the attributes in each evaluator. The call is then routed to the agent selected by the comparison.