WORK ITEM RELATION AWARENESS FOR AGENTS DURING ROUTING ENGINE DRIVEN SUB-OPTIMAL WORK ASSIGNMENTS

Patent №

US 8,073,129

Granted

2011-12-06

Filed 2005

Owner

AVAYA TECHNOLOGY CORP.

Lab

—

AI components

planning

Assignment

Recorded

Dataset

AIPD

2023_r1 edition

Application

11243436

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In one embodiment, a contact center 100 includes:

PlanningH04M 3/5233

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AI classification

Planning0.98

AI hardware0.27

Evolutionary computation0.07

Machine learning0.03

Knowledge representation0.01

Natural language0.01

Vision0.00

Speech0.00

Ownership

AVAYA TECHNOLOGY CORP.

assignment · 167650944

Assignors

KALAVAR, RAJEEV P.

On an employer assignment, the assignors are typically the inventors.

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Cites (130)

SYSTEM AND METHOD FOR ASSESSING A CALL CENTERUS 6,922,466 · 2005 CHANNEL DIRECTOR FOR CROSS-CHANNEL CUSTOMER INTERACTIONSUS 6,886,037 · 2005 METHOD AND SYSTEM FOR ROUTING TRANSACTIONS IN AN AUTOMATIC CALL DISTRIBUTION SYSTEM BASED ON NON-VOICE DIALOG AGENT SKILL SETUS 6,865,267 · 2005 TIMELY SHUT-DOWN OF A REAL-TIME WORK CENTERUS 6,766,013 · 2004 CUSTOMER SERVICE BY BATCHUS 6,766,014 · 2004 WEB BASED AGENT BACKED SYSTEM THAT PROVIDES STREAMING MULTIMEDIA SUPPORTUS 6,760,429 · 2004 WAIT TIME PREDICTION ARRANGEMENT FOR NON-REAL-TIME CUSTOMER CONTACTSUS 6,754,333 · 2004 AUTOMATED WORKFLOW METHOD FOR ASSIGNING WORK ITEMS TO RESOURCESUS 6,707,903 · 2004 METHOD AND APPARATUS FOR PROCESSING REAL-TIME TRANSACTIONS AND NON-REAL-TIME TRANSACTIONSUS 6,704,409 · 2004 SYSTEM FOR AUTOMATICALLY ASSIGNING SKILL LEVELS TO MULTIPLE SKILLED AGENTS IN CALL CENTER AGENT ASSIGNMENT APPLICATIONSUS 6,704,410 · 2004 WEB-BASED METHOD AND SYSTEM FOR PROVIDING ASSISTANCE TO COMPUTER USERSUS 6,691,159 · 2004 MULTIPLE CALL HANDLING IN A CALL CENTERUS 6,650,748 · 2003 METHODS AND APPARATUS FOR SERVICE STATE-BASED PROCESSING OF COMMUNICATUS 6,614,903 · 2003 METHODS AND APPARATUS FOR PROCESSING OF COMMUNICATIONS IN A CALL CENTER BASED ON VARIABLE REST PERIOD DETERMINATIONSUS 6,563,920 · 2003 RULES-BASED QUEUING OF CALLS TO CALL-HANDLING RESOURCESUS 6,560,330 · 2003 HIERARCHICAL SERVICE LEVEL REMEDIATION FOR COMPETING CLASSES BASED UPON ACHIEVEMENT OF SERVICE LEVEL GOALSUS 6,560,649 · 2003 METHOD AND APPARATUS FOR MULTIPLE AGENT COMMITED TRACKING AND NOTIFICATIONUS 6,557,003 · 2003 SYSTEM FOR AUTOMATICALLY ROUTING CALLS TO CALL CENTER AGENTS IN AN AGENT SURPLUS CONDITION BASED ON SERVICE LEVELSUS 6,535,600 · 2003 SKILL-VALUE QUEUING IN A CALL CENTERUS 6,535,601 · 2003 METHODS AND SYSTEMS FOR HOMOGENEOUSLY ROUTING AND/OR QUEUEING CALL CENTER CUSTOMER INTERACTIONS ACROSS MEDIA TYPESUS 6,493,695 · 2002 MONITORING SYSTEM FOR TELEPHONY RESOURCES IN A CALL CENTERUS 6,490,350 · 2002 SYSTEM AND METHOD FOR A TELEPHONIC EMOTION DETECTION THAT PROVIDES OPERATOR FEEDBACKUS 6,480,826 · 2002 BLENDING COMMUNICATIONS IN A CALL CENTERUS 6,463,148 · 2002 WORKFLOW-SCHEDULING OPTIMIZATION DRIVEN BY TARGET COMPLETION TIMEUS 6,463,346 · 2002 VOICE AUTHENTICATION SYSTEM AND METHOD FOR REGULATING BORDER CROSSINGUS 6,463,415 · 2002

and 105 more

Cited by (15)

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