Patents by Inventor Rajeev P. Kalavar

Rajeev P. Kalavar has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Agent driven media-agnostic work item grouping and sharing over a consult medium
    Patent number: 10572879
    Abstract: The present invention, in one embodiment, provides an architecture that allows a first agent to bind one or more customer-escalated work items of different media types already assigned to him with a consult interaction of an entirely different media type such that a target agent consulted has a contextual view of all the interactions owned by the first agent. Typically, the interaction grouping is post-assignment, and the context is provided to the target agent in the course of, and by means of, an agent consult.
    Type: Grant
    Filed: October 3, 2005
    Date of Patent: February 25, 2020
    Assignee: Avaya Inc.
    Inventors: Chad Hunter, Rajeev P. Kalavar
  • Intent based skill-set classification for accurate, automatic determination of agent skills
    Patent number: 8238541
    Abstract: The present invention is directed toward a method and system for determining the skill levels of an agent in a contact center. The invention creates a relationship between contact intent and agent skill to help determine agent skills based on successfully completed contacts.
    Type: Grant
    Filed: January 31, 2006
    Date of Patent: August 7, 2012
    Assignee: Avaya Inc.
    Inventor: Rajeev P. Kalavar
  • Agent driven work item awareness for tuning routing engine work-assignment algorithms
    Patent number: 8116446
    Abstract: Architecture for providing deductive context to a contact center routing engine is provided. Specifically, when a first interaction or set of interactions is received by a first agent and that agent cannot handle part or all of those interactions, before sending those interactions back to the routing engine, the agent can provide additional information enabling the routing engine to use the information when determining the next optimal resource for the grouped interactions.
    Type: Grant
    Filed: October 3, 2005
    Date of Patent: February 14, 2012
    Assignee: Avaya Inc.
    Inventor: Rajeev P. Kalavar
  • Work item relation awareness for agents during routing engine driven sub-optimal work assignments
    Patent number: 8073129
    Abstract: In one embodiment, a contact center 100 includes: (a) a queue 208 to contain a pointer to a first contact from a first customer; (b) a selector 220 to select a first agent to service the first contact, the first agent being a suboptimal selection for servicing the first contact and a second agent being an optimal selection for servicing the first contact; and (c) a routing notification agent 232 to notify the first agent that the second agent was the optimal selection for servicing the contact; and/or, after delivery of the first contact to the first agent, notify the second agent that the first agent is the suboptimal selection for servicing the contact and that the second agent is the optimal selection for servicing the contact.
    Type: Grant
    Filed: October 3, 2005
    Date of Patent: December 6, 2011
    Assignee: Avaya Inc.
    Inventor: Rajeev P. Kalavar