Agent efficiency based on real-time desktop analytics
AssigneeAvaya Inc.
InventorThomas Moran
Life of this patent
Estimating the term…
Abstract
A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.
Claims20
A computing system comprising:
- one or more processors;
- and
- a non-transitory computer-readable medium storing computer-readable instructions which, when executed by the one or more processors, cause the one or more processors to:
- receive state information from an agent computing system via a network connection;
- generate a contact assignment by assigning a contact to the agent computing system, wherein the contact assignment is generated based at least in part on the state information received from the agent computing system;
- and
- in response to receiving the state information, transmit the contact assignment to a contact center computing system.
A computer-implemented method comprising performing operations as follows on one or more processors of a computer system:
- receiving state information from an agent computing system via a network connection;
- generating a contact assignment by assigning a contact to the agent computing system, wherein the contact assignment is generated based at least in part on the state information received from the agent computing system;
- and
- in response to receiving the state information, transmitting the contact assignment to a contact center computing system.
A non-transitory computer-readable storage medium comprising instructions that, when executed by one or more processors, cause the one or more processors to:
- receive state information from an agent computing system via a network connection;
- generate a contact assignment by assigning a contact to the agent computing system, wherein the contact assignment is generated based at least in part on the state information received from the agent computing system;
- and
- in response to receiving the state information, transmit the contact assignment to a contact center computing system.
Dependencies are inferred from the claim text.