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. 25, 2015
Filed:
Jul. 19, 2011
Applicants:
Andrew D. Flockhart, Thornton, CO (US);
Joylee Kohler, Northglenn, CO (US);
Robert C. Steiner, Broomfield, CO (US);
Inventors:
Andrew D. Flockhart, Thornton, CO (US);
Joylee Kohler, Northglenn, CO (US);
Robert C. Steiner, Broomfield, CO (US);
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 3/523 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5233 (2013.01); H04M 2203/403 (2013.01);
Abstract
A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, selectively promote and demote agent skills to respond to various changes in contact center conditions. This enables the contact center to respond to unexpected changes in processing conditions without significantly impacting the overall performance of the contact center.