Patents by Inventor Craig Kaley

Craig Kaley 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).

  • Monitoring system for telephony resources in a call center
    Patent number: 6490350
    Abstract: An automated monitoring system monitors telephone resources in a call center. The call center may include agent stations at which agents are stationed to handle calls. A monitoring server monitors calling activity by the agents to maintain state information about the agents and to gather statistics about the calling activity of the agents. These statistics are forwarded to a client program run on a workstation or other type of computer system. The client program provides a graphical user interface and depicts the state information about the agents as part of the interface. The graphical user interface may also display statistics regarding the calling activity of agents, agent supervisors, business clients of the call center, and the call center in aggregate.
    Type: Grant
    Filed: September 30, 1997
    Date of Patent: December 3, 2002
    Assignee: MCI Communications Corporation
    Inventors: Richard McDuff, Wesley Jon Atkinson, Donald L. Ravenscroft, Gopi Shankar, Craig Kaley, Craig Alan Baxter
  • Monitoring system client for a call center
    Patent number: 6466663
    Abstract: A monitoring system monitors calling activity within a call center. The monitoring system includes a client program that may be run on a workstation. The client program displays a graphical user interface that contains status information about agents in the call center and statistics regarding calling activity within the call center. The graphical user interface may depict a physical layout of all or a portion of the call center. Information about agents, supervisors, and business clients may be obtained from the graphical user interface.
    Type: Grant
    Filed: September 30, 1997
    Date of Patent: October 15, 2002
    Inventors: Don Ravenscroft, Wesley Jon Atkinson, Richard McDuff, Gopi Shankar, Craig Kaley, Craig Alan Baxter
  • MONITORING SYSTEM FOR TELEPHONY RESOURCES IN A CALL CENTER
    Publication number: 20010012356
    Abstract: An automated monitoring system monitors telephone resources in a call center. The call center may include agent stations at which agents are stationed to handle calls. A monitoring server monitors calling activity by the agents to maintain state information about the agents and to gather statistics about the calling activity of the agents. These statistics are forwarded to a client program run on a workstation or other type of computer system. The client program provides a graphical user interface and depicts the state information about the agents as part of the interface. The graphical user interface may also display statistics regarding the calling activity of agents, agent supervisors, business clients of the call center, and the call center in aggregate.
    Type: Application
    Filed: September 30, 1997
    Publication date: August 9, 2001
    Inventors: RICHARD MCDUFF, WESLEY JON ATKINSON, DONALD L. RAVENSCROFT, GOPI SHANKAR, CRAIG KALEY, CRAIG ALAN BAXTER