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. 19, 2014
Filed:
Sep. 28, 2006
Kenneth R. Hackbarth, Westminster, CO (US);
Murray Jenson, Lakewood, CO (US);
Sarah H. Kiefhaber, Longmont, CO (US);
Joylee Kohler, Northglenn, CO (US);
Douglas W. Swartz, Lakewood, CO (US);
Kenneth R. Hackbarth, Westminster, CO (US);
Murray Jenson, Lakewood, CO (US);
Sarah H. Kiefhaber, Longmont, CO (US);
Joylee Kohler, Northglenn, CO (US);
Douglas W. Swartz, Lakewood, CO (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A contact center is provided that includes a plurality of agents for servicing incoming contacts and an a performance analysis module that compares a proposed contact center configuration and/or change in secondary contact center performance parameter against a set of contact center templates, the contact center templates defining a historical contact center configuration as of respective points in time and, based on the results of this operation, predicts an impact on a primary contact center performance parameter if the proposed contact center configuration and/or change in secondary performance parameter were to be implemented.