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:
Jun. 13, 2017
Filed:
May. 06, 2015
Applicant:
Afiniti Europe Technologies Limited, Cheshire, GB;
Inventors:
Zia Chishti, Washington, DC (US);
Stuart J. Spottiswoode, Beverly Hills, CA (US);
Christopher W. Jones, Houston, TX (US);
Assignee:
Afiniti Europe Technologies Limited, Cheshire, GB;
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 3/5232 (2013.01); H04M 3/5238 (2013.01);
Abstract
Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including identifying a plurality of agents ordered for assignment to a contact queue, and assigning a first out-of-order agent from the plurality of agents to a first contact that arrives at the contact queue based on information about the first contact.