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:
Feb. 02, 2016
Filed:
Feb. 14, 2012
Tore Christensen, Boulder, CO (US);
Alan David Eicholz, Sammimish, WA (US);
Andrew D. Flockhart, Thornton, CO (US);
Katherine Anthony Sobus, Wilmington, DE (US);
Tore Christensen, Boulder, CO (US);
Alan David Eicholz, Sammimish, WA (US);
Andrew D. Flockhart, Thornton, CO (US);
Katherine Anthony Sobus, Wilmington, DE (US);
Avaya Inc., Basking Ridge, NJ (US);
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, establish and maintain a pool of idle agents so that when an outbound call attempt is successful, the agent which is assigned to the successful outbound call attempt can be selected from a plurality of agents based on the agent's superior efficiency rather than being based on the fact that the agent is the next in line to be assigned to such a contact.