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. 30, 2013
Filed:
Aug. 13, 2008
Marc William Joseph Coughlan, Balmain, AU;
Alexander Quentin Forbes, Westleigh, AU;
Ciaran Gannon, Killara, AU;
Peter Donald Runcie, Basking Ridge, NJ (US);
Ralph Warta, Gladesville, AU;
Marc William Joseph Coughlan, Balmain, AU;
Alexander Quentin Forbes, Westleigh, AU;
Ciaran Gannon, Killara, AU;
Peter Donald Runcie, Basking Ridge, NJ (US);
Ralph Warta, Gladesville, AU;
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A method and apparatus trains agents in a call center by directing a plurality of telecommunication calls to an agent by a controller wherein a percentage of the telecommunication calls are unskilled telecommunication calls that the agent is unskilled at processing; calculating by the controller average success of the agent in handling all of the unskilled telecommunication calls; calculating by the controller average stress of the agent in handling all of the unskilled telecommunication calls; increasing the percentage of unskilled telecommunication calls by the controller upon average success being greater than a predefined level of success and the average stress being less than a predefined level of stress; and stopping after the percentage equals a predefined percentage.