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. 18, 2014
Filed:
Feb. 16, 2012
Alan David Eicholz, Sammimish, WA (US);
Andrew D. Flockhart, Thornton, CO (US);
Tore Christensen, Boulder, CO (US);
Katherine Anthony Sobus, Wilmington, DE (US);
Alan David Eicholz, Sammimish, WA (US);
Andrew D. Flockhart, Thornton, CO (US);
Tore Christensen, Boulder, CO (US);
Katherine Anthony Sobus, Wilmington, DE (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
The present disclosure describes various ways of monitoring the needs of a contact center in real-time and pushing training to a number of agents to address those needs. In determining to push training to agents, the short-term efficiency of the agent is balanced with the long-term efficiency of the contact center. When agents receive and then complete training events designed to address the monitored contact center needs the attributes associated with the agents are updated to allow them to handle the contacts requiring training.