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:
Dec. 16, 2014
Filed:
Aug. 05, 2011
Joylee E. Kohler, Northglenn, CO (US);
Dhaval Desai, Pune, IN;
Luciano Godoy Fagundes, Sao Paulo, BR;
Mohammad Khan, Pune, IN;
Tommy Moran, Galway, IE;
Veeranna Angadageri Yamanappa, Pune, IN;
Joylee E. Kohler, Northglenn, CO (US);
Dhaval Desai, Pune, IN;
Luciano Godoy Fagundes, Sao Paulo, BR;
Mohammad Khan, Pune, IN;
Tommy Moran, Galway, IE;
Veeranna Angadageri Yamanappa, Pune, IN;
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A method for assigning a contact to undifferentiated agents is provided, comprising: describing substantially each undifferentiated agent using at least one agent attribute to produce a set of agent attribute values; describing a contact using at least one contact attribute to produce a set of contact attribute values; relating the sets of agent and contact attribute values to produce at least one preferred agent; determining an expected wait time for substantially each of the at least one preferred agent to produce a set of expected wait times; determining a wait tolerance for the contact; if the expected wait time for at least one preferred agent is less than the wait tolerance, then assign the contact to the at least one preferred agent; and if the expected wait time for the at least one preferred agent is greater than the wait tolerance, then assign the contact to an undifferentiated agent.