PATENT CLAIM ANALYSIS

Application Number: 16198428
Application Type: Utility
Filing Date: 2018-11
Publication Date: 2019-03
Patent Classification: ["379", "265060"]

Abstract:
Method, system and program product, comprising obtaining agent performance data; ranking, agents based the agent performance data; dividing agents into agent performance ranges; partitioning callers based on criteria into a set of partitions; determining for each partition an outcome value for a first agent performance range and a second agent performance range; calculating for the partitions a respective outcome value difference indicator based on the outcome value for the first agent performance range and the outcome value for the second agent performance range for the partition; matching a respective agent to a respective caller in one of the partitions, based on the outcome value difference indicators for the partitions.

Claim (Index 15):
An article of manufacture for handling contacts and agents in a contact center system comprising:\n a non-transitory computer processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:\n determine a plurality of contacts with an order according to an initial normalized ranking, wherein each of the plurality of contacts is waiting in a queue of the contact center system for connection to one of a plurality of agents assigned to the queue of the contact center system; \n adjust the initial normalized ranking according to a time effects compensation; and \n establish, in a switch of the contact center system, a connection between one of the plurality of contacts and one of the plurality of agents using a pattern matching algorithm based on the adjusted normalized ranking.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 98.0
- Lexical Diversity: 2.5
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14788517', '13843724', '14788495', '14788442', '14788457']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.6504162344934303
- 35 USC 102 Novelty (BERT): 0.6101604056846
- Combined Prediction Score: 0.6463906516125473
- Mean Citation Score: 557.80656
- Max Citation Score: 570.50995
- Similarity Product: 540.3165323492706

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