H04M 2203/402
Agent or workforce management
H04M2203/402 (Agent or workforce management) appears on 404 US grants and 386 published applications in this corpus.
Search patents in H04M- Granted patents
- 404
- Published applications
- 386
- Assignees
- 132
- Inventors
- 711
- Latest grant
- 30 Jun 2026
Filings by year
| Year | Granted patents | Published applications |
|---|---|---|
| 1994 | 2 | 0 |
| 1995 | 0 | 0 |
| 1996 | 2 | 0 |
| 1997 | 1 | 0 |
| 1998 | 2 | 0 |
| 1999 | 2 | 0 |
| 2000 | 3 | 0 |
| 2001 | 2 | 1 |
| 2002 | 2 | 3 |
| 2003 | 4 | 3 |
| 2004 | 2 | 4 |
| 2005 | 1 | 7 |
| 2006 | 3 | 10 |
| 2007 | 0 | 4 |
| 2008 | 2 | 5 |
| 2009 | 2 | 1 |
| 2010 | 4 | 2 |
| 2011 | 5 | 1 |
| 2012 | 2 | 6 |
| 2013 | 13 | 19 |
| 2014 | 28 | 37 |
| 2015 | 27 | 23 |
| 2016 | 29 | 28 |
| 2017 | 27 | 11 |
| 2018 | 44 | 32 |
| 2019 | 32 | 19 |
| 2020 | 41 | 22 |
| 2021 | 28 | 49 |
| 2022 | 23 | 25 |
| 2023 | 31 | 24 |
| 2024 | 18 | 19 |
| 2025 | 18 | 19 |
| 2026 | 4 | 12 |
By publication year. Applications have been published since 2001. 2026 runs to 8 Oct.
Recent patents
- System and method for re-skilling agents skills in an automatic call distributor (ACD) application due to a request of change to a scheduled-shift of an agent30 Jun 2026US 12,671,764 B2Nice Ltd.
- Confirming alignment between contemporaneous visual and audio feedback of the agent during customer calls17 Mar 2026US 12,581,016 B2Bank of America Corporation
- System and method for measuring agent-burnout index and identifying a root-cause in a contact center10 Mar 2026US 12,574,460 B2Nice Ltd.
- Routing of calls based on analysis of digital voice data in a data-communications server system27 Jan 2026US 12,537,900 B18x8, Inc.
- Real-time provision of guidance to sales-focused agents of a contact center based on identifiable background sounds2 Dec 2025US 12,488,795 B2Avaya Management L.P.
- Aggregator model for contact center3 Sep 2026US 2026/0260184 A1
- System and method for correlating customer service requests30 Jul 2026US 2026/0222324 A1Jio Platforms Limited
- Methods for determining agent capacity for managing contact chat interactions2 Jul 2026US 2026/0189658 A1Afiniti, Ltd.
- Methods and systems for increasing effectiveness of communication between contact center agents and customers16 Apr 2026US 2026/0106937 A1Trampoline, Inc.
- Systems and methods for intelligent handling of inbound calls9 Apr 2026US 2026/0101005 A1Wells Fargo Bank, N. A.
Most cited
By later US patents
- Method and system for monitoring call center service representatives378US 6,058,163 ATeknekron Infoswitch Corporation · 2000
- Skills-based scheduling for telephone call centers370US 6,044,355 AIEX Corporation · 2000
- Method and system for automatically monitoring the performance quality of call center service representatives323US 5,535,256 ATeknekron Infoswitch Corporation · 1996
- System and method for data management and task routing based on data tagging248US 10,346,635 B22019
- Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls241US 5,721,770 ALucent Technologies Inc. · 1998