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. 27, 2015
Filed:
Sep. 22, 2014
Kenneth D. Tuchman, Englewood, CO (US);
Bruce A. Sharpe, Aurora, CO (US);
Henry D. Truong, Chelmsford, MA (US);
Kenneth D. Tuchman, Englewood, CO (US);
Bruce A. Sharpe, Aurora, CO (US);
Henry D. Truong, Chelmsford, MA (US);
TeleTech Holdings, Inc., Englewood, CO (US);
Abstract
A general queue and priority queues corresponding to agents are maintained. In response to a user request from a remote device of a user regarding a content item of a content document displayed at the remote device, it is determined whether the user request includes an agent identifier (ID). If the user request includes a first agent ID, a first of the priority queues is identified based on the first agent ID and the user request is inserted into the first priority queue. If the user request does not include an agent ID, the user request is inserted into the general queue. A case manager the requests from the general queue and the priority queues to the agents that are available to enable the agents to establish live communication sessions with users associated with the requests.