PATENT CLAIM ANALYSIS

Application Number: 15903759
Application Type: Utility
Filing Date: 2018-02
Publication Date: 2019-08
Patent Classification: ["379", "265120"]

Abstract:
A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to retrieve, store, and manage desktop analytic data that describes the current state of an agent's desktop. The current state of the agent's desktop can be reported to a contact center where that information can be used as additional information in assigning contacts to the agent. The contact may be sent to the agent having documentation or information readily accessible to response to the issue associated with the contact.

Claim (Index 11):
A method, comprising:\n receiving, by a processor of a contact center, contact information, wherein the contact information comprises one or more attributes; receiving, by the processor, a first state information associated with a first agent computer system and a second state information associated with a second agent computer system; comparing, by the processor, one or more of the one or more attributes with the state information associated with the first and second agent computer systems; determining, based on the comparison, the one or more of the one or more attributes are similar to the state information associated with one of the first and second agent computer systems; and based on the determination that the one or more of the one or more attributes are similar to the state information associated with one of the first and second agent computer systems, sending a contact assignment associated with the contact to the one of the first and second agent computer systems, wherein the contact is assigned to the one of the first and second agent computer systems.

Metadata:
- Claim Count in Document: 1.0
- Percentile: 88.0
- Lexical Diversity: 1.74074
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['11359532', '15224298', '15224143', '12469523', '11229265']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.4975732332004781
- 35 USC 102 Novelty (BERT): 0.4756790619078596
- Combined Prediction Score: 0.4953838160712163
- Mean Citation Score: 127.36963999999998
- Max Citation Score: 129.48666
- Similarity Product: 79.54865813617229

Labels:
- Claim Label 101: 1
- Claim Label 102: 1
- Claim Label 103: 1
- Claim Label 112: 1
- Combined Label: 1
- Label 101 Adjusted: 1

Dataset: test