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:
Jul. 25, 2017
Filed:
Jul. 31, 2015
Avaya Inc., Basking Ridge, NJ (US);
Gene M. Uba, Broomfield, CO (US);
Avaya Inc., Basking Ridge, NJ (US);
Abstract
Embodiments disclosed herein provide systems, methods, and computer readable media for facilitating engagement with a plurality of agents in a contact center. In a particular embodiment, a method provides detecting a log-in/out event for a first agent of the plurality of agents operating a first agent system of a plurality of agent systems to a communication distribution system configured to distribute communications with the contact center among the plurality of agent systems. In the communication distribution system, the method provides determining that the first agent system should communicate with a second agent system of the plurality of agent systems and initiating a first communication between the first agent system and the second agent system.