Scheduling an agent based on a contact center history

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 8811598
APP PUB NO 20130202100A1
SERIAL NO

13365007

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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When a customer communicates with a contact center, a history of the communication is stored. The communication from the customer can be in various media, such as a voice call, a video call, an email, an Instant Message (IM), a text message, and/or a blog posting. The history includes a context such as a reason for the communication and a time of the communication. The history of the communication is used to determine a pattern of the communication based on the context. Using the pattern, a time that the customer will communicate with the contact center is predicted. An agent associated with the customer is scheduled to be available at the predicted time. The predicted time can also be based on future events such as a product release or an event such as a political event, a sports event, and/or a convention.

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First Claim

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Patent Owner(s)

  • AVAYA INC.

International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Fagundes, Luciano Godoy Sao Paulo, BR 15 305

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