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:
Mar. 07, 2017
Filed:
May. 15, 2014
Applicant:
Avaya Inc., Santa Clara, CA (US);
Inventors:
Neil O'Connor, Galway, IE;
Robert C. Steiner, Westminster, CO (US);
John McGreevy, Galway, IE;
Tony McCormack, Galway, IE;
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/51 (2006.01); G06F 17/30 (2006.01); G06Q 10/06 (2012.01);
U.S. Cl.
CPC ...
H04M 3/51 (2013.01); G06F 17/3053 (2013.01); G06F 17/30864 (2013.01); G06Q 10/063114 (2013.01); H04M 3/5175 (2013.01); H04M 3/5183 (2013.01);
Abstract
A method and system for determining occupancy of an agent in a multimodal contact center are provided. The method includes monitoring, by a processor, a plurality of multimodal contacts simultaneously handled by an agent. For each contact of the plurality of multimodal contacts, a media capability of a contact may be determined and one or more parameters based on the media capability and the agent may be determined. A multimodal occupancy score for the agent based on the one or more parameters for each of the plurality of multimodal contacts.