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:
Jul. 14, 2015
Filed:
Sep. 06, 2011
Russell K. Pierce, Brighton, CO (US);
Joylee E. Kohler, Northglenn, CO (US);
Katherine Sobus, Wilmington, DE (US);
Russell K. Pierce, Brighton, CO (US);
Joylee E. Kohler, Northglenn, CO (US);
Katherine Sobus, Wilmington, DE (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
System and method for servicing a contact by a first agent while searching for a second agent to service the contact is provided. At least one agent attribute is used to produce a set of agent attribute values, and at least one contact attribute is used to produce a set of contact attribute values; relating agent attribute values to contact attribute values in order to search for at least one available first agent having at least a first predetermined level of matching attributes; delivering the contact to the first agent; relating agent attribute values to contact attribute values in order to search for at least one second agent having at least a second predetermined level of matching attributes, wherein the second predetermined level is greater than the first predetermined level; waiting until the second agent is available; and replacing the first agent with the second agent to service the contact.