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 1):
A computerized method for automatic detection of absence of an agent to attend a preassigned schedule of customer calls in a call center and reassignment thereof to another agent, the method comprising:\n in a computerized system comprising a processor, and a memory including a database of a plurality of agents with a respective plurality of schedules of customer calls stored thereon, querying the plurality of schedules to assess by the processor an availability of an agent to attend a preassigned schedule in a predefined time interval before a starting time of the preassigned schedule, wherein an agent is assessed as absent when the agent is not logged on terminal and didn't submit an absence request; if the agent is assessed as absent according to the assessment, assessing by the processor, candidate agent availability from the database of the plurality of agents to participate in the schedule of the absent agent; identifying by the processor one or more candidate agents from the plurality of available agents in the database to replace the agent that is absent based on the candidate agent availability assessment; assigning by the processor a replacement agent chosen from the one or more candidate agents based on suitable skills or preferences of each of the one or more identified candidate agents; and notifying by the processor, a supervisor that the chosen replacement agent will attend the preassigned schedule in place of the absent agent, wherein each agent is further assessed as absent according to past patterns of availability of the agent to participate in previously assigned schedules.

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): 0.5155024857817797
- 35 USC 102 Novelty (BERT): 0.4662645798757583
- Combined Prediction Score: 0.5105786951911776
- Mean Citation Score: 190.599934
- Max Citation Score: 207.06741
- Similarity Product: 168.41767767888308

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