Training optimizer for contact center agents

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 8675860
APP PUB NO 20130216037A1
SERIAL NO

13398474

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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The present disclosure describes various ways of monitoring the needs of a contact center in real-time and pushing training to a number of agents to address those needs. In determining to push training to agents, the short-term efficiency of the agent is balanced with the long-term efficiency of the contact center. When agents receive and then complete training events designed to address the monitored contact center needs the attributes associated with the agents are updated to allow them to handle the contacts requiring training.

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Patent Owner(s)

  • AVAYA INC.

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Christensen, Tore Boulder, US 2 20
Eicholz, Alan David Sammimish, US 2 20
Flockhart, Andrew D Thornton, US 83 6118
Sobus, Katherine Anthony Wilmington, US 3 21

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11.5 Year Payment $7400.00 $3700.00 $1850.00 Sep 18, 2025
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