PATENT CLAIM ANALYSIS

Application Number: 16021586
Application Type: Utility
Filing Date: 2018-06
Publication Date: 2020-01
Patent Classification: ["379", "266010"]

Abstract:
A plurality of escalated communication sessions are received. The plurality of escalated communication sessions are initially a plurality of established communication sessions between communication endpoints of users and communication endpoints of contact center agents. A priority for the plurality of escalated communication sessions is determined based on one or more routing factors. In response to determining the priority of the plurality of escalated communication sessions, the plurality of escalated communication sessions are routed to a communication endpoint of a supervisor or a technical specialist based on the priority.

Claim (Index 9):
The system of  claim 1 , wherein a first established escalated communication session of the plurality of escalated communication sessions is routed to the communication endpoint of the supervisor or technical specialist, wherein routing the first established escalated communication session causes the communication endpoint of the supervisor or technical specialist to be joined into the first established escalated communication session, wherein the first established escalated communication session is a voice or video communication session, and wherein the supervisor or technical specialist pauses presented voice/video content received from the first established escalated communication session while the first established escalated communication session remains a live communication session.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 94.0
- Lexical Diversity: 2.21429
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15938283', '12749178', '13471890', '14505286', '14622718']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.531024580379206
- 35 USC 102 Novelty (BERT): 0.4725032662141861
- Combined Prediction Score: 0.525172448962704
- Mean Citation Score: 150.600452
- Max Citation Score: 162.43935
- Similarity Product: 112.41745603415072

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