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:
Feb. 16, 2006
Applicants:
Tony Mccormack, Galway, IE;
Paul D'arcy, Galway, IE;
Michael Hartman, Galway, IE;
Neil O'connor, Galway, IE;
Inventors:
Tony McCormack, Galway, IE;
Paul D'Arcy, Galway, IE;
Michael Hartman, Galway, IE;
Neil O'Connor, Galway, IE;
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 5/00 (2006.01);
U.S. Cl.
CPC ...
Abstract
A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties such as skills and shared prior interactions. Contacts are allocated to agents based on the degree of connectedness and the availability of agents, and this provides visual tools to represent the state of the contact center and to enable automated and supervisor intervention.