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:
Aug. 06, 2013
Filed:
Jun. 30, 2006
Brian Edward Mewhinney, Carmel, IN (US);
Matthew Alan Taylor, Brownsburg, IN (US);
Jay Michael Langsford, Indianapolis, IN (US);
Donald E. Brown, Zionsville, IN (US);
Brian Edward Mewhinney, Carmel, IN (US);
Matthew Alan Taylor, Brownsburg, IN (US);
Jay Michael Langsford, Indianapolis, IN (US);
Donald E. Brown, Zionsville, IN (US);
Interactive Intelligence, Inc., Indianapolis, IN (US);
Abstract
Various technologies and techniques are disclosed for automating the activation of agents in particular workgroups. A call queue server receives incoming communications. A scheduling server is coupled to the call center server over a network and analyzes historical communication data to calculate a forecasted load for a particular time period. The system uses the forecasted load to create agent schedules for the workgroups for the particular time period. The system programmatically activates and deactivates the agents into and out of the workgroups at scheduled points in time based on the calculated schedules. The call center server routes each of the queued communications to a particular agent that is activated on a particular one of the workgroup.