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:
May. 20, 2014
Filed:
Aug. 20, 2009
Robin H. Foster, Little Silver, NJ (US);
Hongguang LI, Broomfield, CO (US);
Lynn R. Smith, Westminster, CO (US);
Katherine A. Sobus, Wilmington, DE (US);
Robin H. Foster, Little Silver, NJ (US);
Hongguang Li, Broomfield, CO (US);
Lynn R. Smith, Westminster, CO (US);
Katherine A. Sobus, Wilmington, DE (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the accuracy of agent responses in a call center. In accordance with the illustrative embodiment, agents in a call center are prompted at different times during their workday for estimates of how much longer they will be servicing their current call, and the estimates are stored in the data store along with the actual times required for completion of the call. Statistics for each agent's prediction accuracy are computed and stored in the data store along with the raw data, and can then be used to assess the accuracy of subsequent agent responses to queries.