Call center agent selection that optimizes call wait times
CA 2258357 C · Owner: Foster, Robin H. · Inventors: Mathews, Eugene P.; Flockhart, Andrew D.; Foster, Robin H.
Overview
Its claims, description and drawings are in the Canadian Patents Database.
Open the CIPO recordAbstract From the Canadian patent
Selection of a suitable call-center agent (106-108) to handle a call is based on which available suitable agent's handling of the call will tend to optimize call wait times. When a call needing a particular skill becomes available (200)) all skills of agents in the agent queue (131-139) corresponding to the particular skill are determined (202 204). The agent, queues corresponding to the determined skills are checked (206) to determine which ones identify only one agent. For each available agent having the particular skill, the number of agent queues which identify this agent as their only agent is computed (208). The available agent having the lowest computed number is selected (210) to …
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Listed from its CIPO record in Patent Yard's archive of Canadian patents past their term. Its claims, description and drawings are in the CIPO record and on Google Patents, and the Claude kit works from them.
Why it's free to use
- Filed January 11, 1999 and granted January 8, 2002. A Canadian patent filed from October 1, 1989 lasts 20 years from filing, so its term ended January 11, 2019.
- A certificate of supplementary protection adds at most two years for a drug, so even that would have ended by January 11, 2021.
- We check Canadian rights only. A patent in its family in another country could still be in force: check its family on Google Patents.
Timeline
Timeline From CIPO dates
Sources & verification
Official CIPO records
Everything on this page comes from the CIPO record linked above. Contains information licensed under the Open Government Licence – Canada.