Patent · US Active

Multi-tasking tracking agent

US7711104B1 · kind B1 · utility

40Cited by

306References

37Claims

0Family size

Assignee

Avaya Inc. · US

Inventors

Andrew D. Flockhart · Thornton, US
Kenneth R. Hackbarth · Westminster, US
Thomas L. Hemm · Mukilteo, US
Sarah H. Kiefhaber · Boulder, US
Joylee E. Kohler · Northglenn, US
Gary Olmsted · Ashby, US
Jill B. Ziobro · Middletown, US

Key dates

Filing date	Sep 20, 2004
Grant date	May 4, 2010
Priority date	—
Expiry date	Aug 18, 2027

Classification

Technology area (CPC H)Electricity
CPC primaryH04M3/5175
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

The present invention is directed to a system for tracking a contact center operation. The system includes a tracking agent 232 operable to (a) receive a notification indicating a change in agent focus from a first work item to a second work item; (b) determine whether the first work item involves a communication medium different from the second work item; and (c) when the first work item involves a communication medium different from the second work item, cause termination of a timer with respect to the servicing of the first work item and initiation of a timer with respect to the servicing of the second work item. The first and second work items are concurrently assigned for servicing to the agent.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.