PATENT CLAIM ANALYSIS

Application Number: 16046227
Application Type: Utility
Filing Date: 2018-07
Publication Date: 2019-02
Patent Classification: ["379", "265130"]

Abstract:
A number of phantom communication sessions and a number of contact center agents are assigned to a high priority contact center queue. The number of phantom communication sessions are greater than or equal to the number of assigned contact center agents. The high priority contact center queue is used for coordinating communication session routing with an external control application. A first contact center agent of the number of contact center agents is determined to be available. The first contact center agent is assigned to a first phantom communication session in response to determining that the first contact center agent is available. This results in a notification being sent to the external control application that the first contact center agent is available. This allows the external control application to coordinate routing of the communication session.

Claim (Index 16):
A system comprising:\n a microprocessor; and a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to:\n determining that a first contact center agent from a group of contact center agents has become available; and \n sending a notification, to an external control application that the first contact center agent has become available; and \n wherein at least one of:\n (i) the sent notification comprises an address of a first agent terminal of the first contact center agent and/or an agent identifier and wherein an incoming request is received from the external control application to establish a communication session to the first agent terminal; \n (ii) the sent notification comprises a plurality of agent identifiers, a plurality of agent attributes, and a plurality of available communication sessions being held in a contact center queue and wherein an incoming message is received from the external control application to establish a communication session between the first agent terminal based and one of the communication sessions being held in the contact center queue; and \n (iii) an address of a communication device is received from the external control application, wherein the address of the communication device is used initiate an outbound communication session to connect the first agent terminal of the first contact center agent to the communication device.

Metadata:
- Claim Count in Document: 35.0
- Percentile: 95.0
- Lexical Diversity: 2.76471
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15389477', '15791512', '15938283', '15485568', '10441865']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5120031335000899
- 35 USC 102 Novelty (BERT): 0.4658381193819396
- Combined Prediction Score: 0.5073866320882748
- Mean Citation Score: 177.21785200000005
- Max Citation Score: 187.38014
- Similarity Product: 143.82556824288608

Labels:
- Claim Label 101: 0
- Claim Label 102: 0
- Claim Label 103: 1
- Claim Label 112: 1
- Combined Label: 0
- Label 101 Adjusted: 0

Dataset: test