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:
Oct. 16, 2012
Filed:
Jul. 30, 2008
Method and apparatus for maintaining dynamic queues in call centers using social network information
Sanjeev Kumar, Sunnyvale, CA (US);
Mukul Jain, San Jose, CA (US);
Laurent Philonenko, Palo Alto, CA (US);
Joseph Khouri, San Jose, CA (US);
Sanjeev Kumar, Sunnyvale, CA (US);
Mukul Jain, San Jose, CA (US);
Laurent Philonenko, Palo Alto, CA (US);
Joseph Khouri, San Jose, CA (US);
Cisco Technology, Inc., San Jose, CA (US);
Abstract
In one embodiment, a method includes connecting on a call with a caller and determining if social network information associated with the caller is available. If it is determined that social network information associated with the caller is available, the social network information is obtained and utilized to identify at least a first agent suitable for participating on the call with the caller. The first agent is associated with a call center. The method also includes providing the caller with information that identifies the first agent as being suitable for participating on the call with the caller.