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 7):
The method according to  claim 1 , further comprising, upon assessing that the agent is not logged on, confirming the availability of the agent by attempting to contact the agent before the starting time of the preassigned schedule.

Metadata:
- Claim Count in Document: 62.0
- Percentile: 95.0
- Lexical Diversity: 2.4
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['11565680', '09504330', '13802710', '11346677', '13454841']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5109917069685863
- 35 USC 102 Novelty (BERT): 0.4844324202399226
- Combined Prediction Score: 0.50833577829572
- Mean Citation Score: 190.599934
- Max Citation Score: 207.06741
- Similarity Product: 138.96800337052346

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