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:
Sep. 16, 2014
Filed:
Apr. 15, 2011
Juan Vasquez, Gibsonton, FL (US);
Parind S. Poi, Lewisville, TX (US);
Mayuresh Hegde, Irving, TX (US);
Haridas Bhogade, Plant City, FL (US);
Prashant B. Desai, Land O Lakes, FL (US);
Juan Vasquez, Gibsonton, FL (US);
Parind S. Poi, Lewisville, TX (US);
Mayuresh Hegde, Irving, TX (US);
Haridas Bhogade, Plant City, FL (US);
Prashant B. Desai, Land O Lakes, FL (US);
Verizon Patent and Licensing Inc., Basking Ridge, NJ (US);
Abstract
A device may include a communication interface to receive messages, a skills database that includes a skills schedule table, and one or more processors. The one or more processors may detect an event based on one of the messages, determine whether the event satisfies a condition for changing a schedule associated with a skill of a call agent of a call center, modify the schedule in the skills schedule table when the event satisfies the condition for changing the schedule associated with the skill of the call agent, and send a request, based on the modified schedule associated with the skill of the call agent, to an automatic call distribution (ACD) device to change the skill of the call agent from a database of the ACD device.