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:
Jul. 16, 2013
Filed:
May. 25, 2011
Luciano Godoy Fagundes, São Paulo, BR;
Tommy Moran, Galway, IE;
Veeranna A. Yamanappa, Pune, IN;
Mohammad Khan, Pune, IN;
Dhaval Desai, Pune, IN;
Joylee E. Kohler, Northgleen, CO (US);
Andrew D. Flockhart, Westminster, CO (US);
Robert C. Steiner, Westminster, CO (US);
Luciano Godoy Fagundes, São Paulo, BR;
Tommy Moran, Galway, IE;
Veeranna A. Yamanappa, Pune, IN;
Mohammad Khan, Pune, IN;
Dhaval Desai, Pune, IN;
Joylee E. Kohler, Northgleen, CO (US);
Andrew D. Flockhart, Westminster, CO (US);
Robert C. Steiner, Westminster, CO (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
Agents in a contact center are grouped dynamically by defining performance metrics against which agents are to be judged, and generating an evaluation score for each of a number of agents by comparing their actual performance data to the defined performance metrics. Agents are assigned to the groups based on their performance scores. This provides the ability to generate reports and route contacts according to actual agent performance judged relative to user-specified performance metrics. The sizes of groups can be adjusted in real time to take account of actual or anticipated levels of contacts with different requirements, and agents can be reallocated among the resized groups on the fly based on the ranking of their evaluation scores.