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:
Oct. 06, 2015
Filed:
Mar. 15, 2013
Avaya Inc., Basking Ridge, NJ (US);
Gene Masaru Uba, Broomfield, CO (US);
Michael Alan Bland, Boulder, CO (US);
Robert C. Steiner, Broomfield, CO (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
A microprocessor executable resource monitor operable to determine that a less skilled and/or qualified resource has been assigned to service a work item or is servicing the work item, wherein a more skilled and/or qualified resource exists but is not currently available to service the work item, monitor at least one of a level of service provided by the less qualified resource to the work item and/or a customer associated with the work item and an availability of the more skilled and/or qualified resource to service the work item, and, in response to the monitoring step and while the work item is being serviced, transfer the work item to the more skilled and/or qualified resource for servicing.