US 11,856,141 B2
Methods and systems of providing response based on communication session participant request urgency
Reinhard P. Klemm, West New York, NJ (US); George Erhart, Loveland, CO (US); Tamas Smahajcsik-Szabo, Budapest (HU); Oliver Huber, Mainz (DE); Wen-Hua Ju, Monmouth Junction, NJ (US); and John Young, Buntingford (GB)
Assigned to Avaya Management L.P., Durham, NC (US)
Filed by Avaya Management L.P., Durham, NC (US)
Filed on Dec. 6, 2021, as Appl. No. 17/543,146.
Prior Publication US 2023/0179708 A1, Jun. 8, 2023
Int. Cl. H04M 3/51 (2006.01); H04L 51/02 (2022.01); H04M 3/523 (2006.01)
CPC H04M 3/5166 (2013.01) [H04L 51/02 (2013.01); H04M 3/5183 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method for handling a communication, the method comprising:
processing, during a communication session, data associated with the communication session;
generating, during the communication session, an urgency score for the communication session based on the processing of the data; and
based on the urgency score, one or more of escalating the communication session, adjusting workload of a first agent participating in the communication session, and transferring the communication session to a second agent.