{"schema_version":"1.0","canonical_url":"https://patentable.app/patents/US-9609130","patent":{"patent_number":"US-9609130","title":"System and method for managing agent schedules in a contact center","assignee":null,"inventors":[],"filing_date":"2013-09-10T00:00:00.000Z","publication_date":"2017-03-28T00:00:00.000Z","cpc_codes":["H04M","G06Q","G06Q","G06Q","H04M","H04M"],"num_claims":20,"abstract":"A transaction is received in a contact center. The transaction can be an email, an incoming call, an outgoing call, a video call, a text message, and/or the like. A best agent is determined to handle the transaction. A time is determined for the best agent to handle the transaction. The time can be based on a projected time that the agent will be able to handle the transaction, based on a callback time or any criteria. A schedule of the best agent is searched. The schedule of the best agent contains a movable event. A movable event can be any event that can be rescheduled, such as a break. When it is determined that the time for the best agent to handle the transaction is during and/or close to the movable event, the movable event is rescheduled to allow the best agent to handle the transaction."},"analysis":{"summary":null,"layman_explanation":null,"technical_analysis":null,"business_analysis":null,"faqs":null,"topics":[],"tech_cluster":null},"seo":{"title":"System and method for managing agent schedules in a contact center","description":"A transaction is received in a contact center. The transaction can be an email, an incoming call, an outgoing call, a video call, a text message, and/or the like. A best agent is determined to handle ","keywords":[]},"attribution":{"source":"Patentable","source_url":"https://patentable.app","canonical_url":"https://patentable.app/patents/US-9609130","license":"CC-BY-4.0-like","license_terms":"AI-generated analysis on this page (summary, layman_explanation, technical_analysis, business_analysis, faqs) may be reused with attribution and a visible link back to the canonical URL above. Patent abstracts, claims, and bibliographic data are USPTO public domain.","required_link":"https://patentable.app/patents/US-9609130","citation_suggestion":"Patentable. \"System and method for managing agent schedules in a contact center\" (US-9609130). https://patentable.app/patents/US-9609130","copyright_holder":"Nomic Interactive Technology LLC"},"links":{"html":"https://patentable.app/patents/US-9609130","json":"https://patentable.app/api/llm-context/US-9609130","site":"https://patentable.app","llms_txt":"https://patentable.app/llms.txt"},"generated_at":"2026-06-06T08:18:32.791Z"}