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:
Feb. 26, 2013
Filed:
Apr. 16, 2008
Nikolaos Anerousis, Chappaqua, NY (US);
Abhijit Bose, Paramus, NJ (US);
Aliza R. Heching, Bergenfield, NJ (US);
Milton H. Hernandez, Tenafly, NJ (US);
Hani T. Jamjoom, White Plains, NY (US);
Hoda Parvin, Ann Arbor, MI (US);
Sreeram Ramakrishnan, Yorktown Heights, NY (US);
Debanjan Saha, Mohegan Lake, NY (US);
Zon-yin Shae, South Salem, NY (US);
Nikolaos Anerousis, Chappaqua, NY (US);
Abhijit Bose, Paramus, NJ (US);
Aliza R. Heching, Bergenfield, NJ (US);
Milton H. Hernandez, Tenafly, NJ (US);
Hani T. Jamjoom, White Plains, NY (US);
Hoda Parvin, Ann Arbor, MI (US);
Sreeram Ramakrishnan, Yorktown Heights, NY (US);
Debanjan Saha, Mohegan Lake, NY (US);
Zon-Yin Shae, South Salem, NY (US);
International Business Machines Corporation, Armonk, NY (US);
Abstract
Techniques for dispatching one or more services requests to one or more agents are provided. The techniques include obtaining one or more attributes of each service request, obtaining one or more attributes of each agent, obtaining feedback from each of one or more agent queues, and using the one or more attributes of each service request, the one or more attributes of each agent and the feedback from each of the one or more agent queues to determine one or more suitable agents to receive a dispatch for each of the one or more service requests. Techniques are also provided for generating a database of one or more attributes of one or more service requests and one or more attributes of one or more agents.