# US 11,115,538 B2 · Agent efficiency based on real-time desktop analytics > Agents: this data is available as JSON from the patentgrep API and MCP server — see https://patentgrep.com/llms.txt - Number: US 11,115,538 B2 - Document ID: US11115538B2 - Status: Granted - Kind: B2 - Application number: 16/837,657 - Filed: 2020-04-01 - Published: 2020-07-16 - Granted: 2021-09-07 - Earliest claimed: 2018-02-23 - Assignees: Avaya Inc. - Applicants: Avaya Inc. - Inventors: Thomas Moran - Web page: https://patentgrep.com/patent/US11115538B2 ## CPC - H04M 3/5175: {Call or contact centers supervision arrangements} - H04M 3/5233: {Operator skill based call distribution} - H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08) ## 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. ## Claims ### Claim 1 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. ### Claim 2 (depends on 1) The computing system of claim 1, wherein the state information comprises information associated with the contact, wherein the contact is currently being addressed by the agent computing system. ### Claim 3 (depends on 2) The computing system of claim 2, wherein the state information comprises one or more of a contact identifier, a topic, documentation information, and a time. ### Claim 4 (depends on 1) The computing system of claim 1, wherein the state information comprises information about two or more contacts, wherein the two or more contacts are one of currently being addressed by the agent computing system and previously addressed by the agent computing system. ### Claim 5 (depends on 1) The computing system of claim 1, wherein the state information further comprises information about a document. ### Claim 6 (depends on 1) The computing system of claim 1, wherein the contact assignment includes one or more of a topic and a similarities announcement. ### Claim 7 (depends on 6) The computing system of claim 6, wherein the contact assignment includes the similarities announcement, wherein at least a portion of information included in the similarities announcement is transmitted to the agent computing system. ### Claim 8 (depends on 1) The computing system of claim 1, wherein the instructions further cause the one or more processors to: consolidate the state information into a report; and transmit the report to the contact center computing system. ### Claim 9 (depends on 8) The computing system of claim 8, wherein the instructions further cause the one or more processors to, in response to transmitting the contact assignment, receive a second version of the state information, wherein the second version of the state information is different from the state information. ### Claim 10 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. ### Claim 11 (depends on 10) The method of claim 10, wherein the state information comprises information associated with the contact, wherein the contact is currently being addressed by the agent computing system. ### Claim 12 (depends on 11) The method of claim 11, wherein the state information comprises one or more of a contact identifier, a topic, documentation information, and a time. ### Claim 13 (depends on 10) The method of claim 10, wherein the state information comprises information about two or more contacts, wherein the two or more contacts are one of currently being one of addressed and previously addressed by the agent computing system. ### Claim 14 (depends on 10) The method of claim 10, wherein the state information further comprises information about a document. ### Claim 15 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. ### Claim 16 (depends on 15) The computer-readable medium of claim 15, wherein the state information comprises information associated with the contact, wherein the contact is currently being addressed by the agent computing system. ### Claim 17 (depends on 15) The computer-readable medium of claim 15, wherein the state information comprises information about two or more contacts, wherein the two or more contacts are one of currently being addressed by the agent computing system and previously addressed by the agent computing system. ### Claim 18 (depends on 15) The computer-readable medium of claim 15, wherein the state information comprises information about a document. ### Claim 19 (depends on 15) The computer-readable medium of claim 15, wherein the contact assignment includes one or more of a topic and a similarities announcement. ### Claim 20 (depends on 19) The computer-readable medium of claim 19, wherein at least a portion of information in the similarities announcement is transmitted to the agent computing system.