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:
Mar. 12, 2013
Filed:
Jan. 11, 2012
Jason Lowry, Salt Lake City, UT (US);
Matthew Lawrence Page, Sandy, UT (US);
Taylor Henry White, Holladay, UT (US);
Nicholas Bauer Ramond, Draper, UT (US);
Brian Douglas Minert, Orem, UT (US);
Jason Lowry, Salt Lake City, UT (US);
Matthew Lawrence Page, Sandy, UT (US);
Taylor Henry White, Holladay, UT (US);
Nicholas Bauer Ramond, Draper, UT (US);
Brian Douglas Minert, Orem, UT (US);
Incontact, Inc., Midvale, UT (US);
Abstract
Methods and apparatus for automatically prioritizing contacts in a contact handling system for the purpose of monitoring are disclosed. The method can include a plurality of contacts, each contact being associated with a particular agent and a particular customer. The method can include comparing an attribute associated with each contact to a priority factor. The method can include assigning each contact a supervision priority based on the comparison of the attribute of each contact to the priority factor associated with the attribute. The method can include presenting a first contact of the plurality of contacts to a supervisor at a supervisor workstation based on the priority assigned each contact. The method can include displaying a representation of the first contact at a display associated with the supervisor workstation.