PATENT CLAIM ANALYSIS

Application Number: 16033358
Application Type: Utility
Filing Date: 2018-07
Publication Date: 2020-01
Patent Classification: ["379", "265040"]

Abstract:
A computerized method for automatic detection of an availability of an agent to attend a schedule of customer calls in a call center and reassignment thereof may include assessing an agent availability to attend a schedule in a predefined time interval before a starting time of the schedule. If the assigned agent is not available, candidate agent availability may be assessed from a plurality of schedules to participate in the schedule of the unavailable agent. One or more candidate agents from a plurality of agents may be identified to replace the unavailable assigned agent based on the candidate agent availability. A replacement agent chosen from the one or more candidate agents may be assigned based on skills or preferences for each of the one or more identified candidate agents. A supervisor may be notified that the chosen replacement agent will attend the schedule in place of the unavailable assigned agent.

Claim (Index 8):
The method according to  claim 7 , wherein confirming the availability comprises confirming that the agent is not available when the agent does not answer a preconfigured number of calls to an agent mobile interface or returns a negative interactive voice response (IVR).

Metadata:
- Claim Count in Document: 62.0
- Percentile: 95.0
- Lexical Diversity: 2.4
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['11565680', '09504330', '13802710', '11346677', '13454841']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5387098012611241
- 35 USC 102 Novelty (BERT): 0.4945003793681305
- Combined Prediction Score: 0.5342888590718248
- Mean Citation Score: 190.599934
- Max Citation Score: 207.06741
- Similarity Product: 126.39712336830496

Labels:
- Claim Label 101: 1
- Claim Label 102: 1
- Claim Label 103: 0
- Claim Label 112: 1
- Combined Label: 1
- Label 101 Adjusted: 1

Dataset: test