US7085367B1
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Assignee: Avaya Inc
•
Filing: 2004-02-24
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Granted: 2006-08-01
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Expires: 2024-02-24
Abstract
Abstract A contact center for servicing a contact is provided that includes (a) an input operable to receive a contact from a customer; (b) a selection function 26 operable to direct the contact to a human agent associated with the contact center for servicing; and (c) a contact monitor 62 operable (a) to track a service time required by the human agent to service the contact and (b), when the service time at least one of equals and exceeds a selected first threshold, notify the agent that the selected first threshold has been at least one of equaled and exceeded.
Inventors
- 👤 Daryl U. Lang
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-05 08:50
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M2201/00; H04M2201/14; H04M2201/18; H04M3/5175
Claims Analysis
Total Claims: 27
Claim 1
Independent Claim
111 words
A method for servicing a contact, comprising: (a) receiving, in a contact center, a contact from a customer; (b) directing the contact to a human agent associated with the contact center for servicing; (c) tracking a service time required by the human agent to service the contact; and (d) notifying the agent of the tracked service time (e) notifying the agent of the tracked service time, when the service time at least one of equals and exceeds a selected first threshold; and (f) notifying the agent and the agent's supervisor when the service time at least one of equals and exceeds a selected second threshold different from the selected first threshold.
Claim 2
Independent Claim
111 words
A method for servicing a contact, comprising: (a) receiving, in a contact center, a contact from a customer; (b) directing the contact to a human agent associated with the contact center for servicing; (c) tracking a service time required by the human agent to service the contact; and (d) notifying the agent of the tracked service time (e) notifying the agent of the tracked service time, when the service time at least one of equals and exceeds a selected first threshold; and (f) notifying the agent and the agent's supervisor when the service time at least one of equals and exceeds a selected second threshold different from the selected first threshold.
Claim 3
Dependent Claim
25 words
The method of claim 1 , wherein the agent is notified that the selected first threshold has been at least one of equaled and exceed.
Claim 4
Dependent Claim
21 words
The method of claim 1 , wherein selected first threshold is associated with a customer service goal of the contact center.
Claim 5
Dependent Claim
23 words
The method of claim 1 , wherein the tracking step comprises: starting a timer when the contact is directed to the human agent.
Claim 6
Dependent Claim
28 words
The method of claim 1 , wherein the tracking step comprises: starting a timer when the contact is received by a communication device associated with the human agent.
Claim 7
Dependent Claim
36 words
The method of claim 1 , wherein the contact is a non-real-time contact and wherein the tracking step comprises: starting a timer when the contact is displayed graphically on a computational component associated with the agent.
Claim 8
Dependent Claim
64 words
The method of claim 1 , wherein the notifying step is performed in at least one of the following ways: (i) graphically displaying a message on a computational component associated with the agent; (ii) playing a zip tone in the agent's communication device; (iii) providing an audible voice warning on the agent's communication device; and (iv) illuminating a warning light visible to the agent.
Claim 9
Dependent Claim
15 words
A computer readable medium comprising executable instructions to perform the steps of claim 1 .
Claim 10
Dependent Claim
12 words
A logic circuit operable to perform the steps of claim 1 .
Claim 11
Dependent Claim
88 words
A contact center for servicing a contact, comprising: a contact monitor operable (a) to track a service time required, by a human agent associated with the contact center, to service a customer contact; (b) notify the agent of the tracked service time when the service time at least one of equals and exceeds a selected first threshold and (d) notify the agent and the agent's supervisor when the tracked service time at least one of equals and exceeds a selected second threshold different from the selected first threshold.
Claim 12
Dependent Claim
88 words
A contact center for servicing a contact, comprising: a contact monitor operable (a) to track a service time required, by a human agent associated with the contact center, to service a customer contact; (b) notify the agent of the tracked service time when the service time at least one of equals and exceeds a selected first threshold and (d) notify the agent and the agent's supervisor when the tracked service time at least one of equals and exceeds a selected second threshold different from the selected first threshold.
Claim 13
Dependent Claim
26 words
The contact center of claim 10 , wherein the agent is notified that the selected first threshold has been at least one of equaled and exceeded.
Claim 14
Dependent Claim
22 words
The contact center of claim 10 , wherein selected first threshold is associated with a customer service goal of the contact center.
Claim 15
Dependent Claim
23 words
The contact center of claim 10 , wherein the contact monitor starts a timer when the contact is directed to the human agent.
Claim 16
Dependent Claim
28 words
The contact center of claim 10 , wherein the contact monitor starts a timer when the contact is received by a communication device associated with the human agent.
Claim 17
Dependent Claim
36 words
The contact center of claim 14 , wherein the contact is a non-real-time contact and wherein the contact monitor starts a timer when the contact is displayed graphically on a computational component associated with the agent.
Claim 18
Dependent Claim
66 words
The contact center of claim 14 , wherein the contact monitor notifies the agent in at least one of the following ways: (i) graphically displaying a message on a computational component associated with the agent; (ii) playing a zip tone in the agent's communication device; (iii) providing an audible voice warning on the agent's communication device; and (iv) illuminating a warning light visible to the agent.
Claim 19
Dependent Claim
30 words
The contact center of claim 14 , further comprising: an input operable to receive the contact; and a selection function operable to direct the contact to the agent for servicing.
Claim 20
Dependent Claim
25 words
The method of claim 7 , wherein the notifying step is performed by graphically displaying a message on a computational component associated with the agent.
Claim 21
Dependent Claim
22 words
The method of claim 7 , wherein the notifying step is performed by playing a zip tone in the agent's communication device.
Claim 22
Dependent Claim
23 words
The method of claim 7 , wherein the notifying step is performed by providing an audible voice warning on the agent's communication device.
Claim 23
Dependent Claim
21 words
The method of claim 7 , wherein the notifying step is performed by illuminating a warning light visible to the agent.
Claim 24
Dependent Claim
24 words
The contact center of claim 16 , wherein the contact monitor notifies the agent by playing a zip tone in the agent's communications device.
Claim 25
Dependent Claim
25 words
The contact center of claim 16 , wherein the contact monitor notifies the agent by providing an audible voice warning on the agent's communications device.
Claim 26
Dependent Claim
23 words
The contact center of claim 16 , wherein the contact monitor notifies the agent by illuminating a warning light visible to the agent.
Claim 27
Dependent Claim
27 words
The contact center of claims 16 , wherein the contact monitor notifies the agent by graphically displaying a message on a computational component associated with the agent.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2009-07-31 | 2010-01-30 | 2010-08-01 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2013-07-31 | 2014-01-30 | 2014-08-01 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2017-07-31 | 2018-01-30 | 2018-08-01 | $7700.00 | Window Closed / Lapsed |