PATENT CLAIM ANALYSIS

Application Number: 15882076
Application Type: Utility
Filing Date: 2018-01
Publication Date: 2019-08
Patent Classification: ["379", "265020"]

Abstract:
Managing contact transfer requests in a contact center with a processor of the contact center receiving a request to transfer a contact to a destination within the contact center. Next, the processor determines in real time, one or more first characteristics related to a source of the request and one or more second characteristics related to the destination of the request. Ultimately, based on the one or more first characteristics and the one or more second characteristics, the processor performs one of: a) transferring the contact to the destination, or b) preventing transfer of the contact to the destination.

Claim (Index 2):
The method of  claim 1 , wherein:\n the source of the request comprises one or more of an originating agent or an originating agent queue; the one or more first characteristics related to the source comprise a number of transfer requests allotted to the originating agent over a first predetermined time period, a number of transfer requests received from the originating agent queue over a second predetermined time period, or a combination thereof; the destination of the request comprises one or more of a receiving agent or a receiving agent queue; and the one or more second characteristics related to the destination comprise a number of contacts assigned to the receiving agent, a number of contacts in the receiving agent queue, a number of agents assigned to the receiving agent queue, a time of day, or a combination thereof.

Metadata:
- Claim Count in Document: 14.0
- Percentile: 86.0
- Lexical Diversity: 2.75
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['10815534', '15239895', '10993837', '14076994', '11064367']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5570661274853134
- 35 USC 102 Novelty (BERT): 0.4568795693058819
- Combined Prediction Score: 0.5470474716673703
- Mean Citation Score: 124.98073399999998
- Max Citation Score: 130.21478000000002
- Similarity Product: 93.72082888081194

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