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:
Jan. 02, 2018
Filed:
Feb. 05, 2014
Applicant:
Avaya Inc., Basking Ridge, NJ (US);
Inventors:
Shmuel Shaffer, Palo Alto, CA (US);
Patrick Tendick, Basking Ridge, NJ (US);
Sheldon Davis, Guelph, CA;
Assignee:
Avaya Inc., Basking Ridge, NJ (US);
Attorney:
Primary Examiner:
Int. Cl.
CPC ...
H04M 3/51 (2006.01); H04M 3/523 (2006.01);
U.S. Cl.
CPC ...
H04M 3/5232 (2013.01); H04M 3/5238 (2013.01); H04M 2203/401 (2013.01);
Abstract
An agent rating prediction and routing mechanism provided by a contact center communication system for work assignment optimization is described along with various methods and mechanisms for administering the same. The prediction system proposed herein analyzes past agent performance, agent attributes, contact attributes, and customer attributes to calculate an outcome value and to provide a performance prediction for use in work item routing to contact center resources.