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:
Apr. 18, 2017
Filed:
Nov. 26, 2014
Applicant:
Avaya Inc., Santa Clara, CA (US);
Inventors:
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/00 (2006.01); H04M 5/00 (2006.01); H04M 3/523 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5238 (2013.01); H04M 3/5235 (2013.01);
Abstract
System and method to improve self-service operation in a contact center, the method including: determining a characteristic of the new customer contact; determining a characteristic of an existing customer contact; determining a communication delay latency between an assignment engine and a contact center agent; determining a time to assign the new customer contact to the contact center agent, wherein the time to assign is made in a predetermined amount of time in advance of receiving a ready indication from the contact center agent, the predetermined amount of time determined from the communication delay latency.