Patents by Inventor Katherine Anthony Sobus

Katherine Anthony Sobus 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).

  • Method, apparatus, and system for providing ripple reduction using near term simulation for optional sequencing
    Patent number: 9325848
    Abstract: A contact center is described along with various methods and mechanisms for administering the same. A ripple reduction mechanism is disclosed that provides an interval and evaluates and matches work items that come in until the interval expires. Once the interval expires, the ripple reduction mechanism in concert with a work assignment engine may finalize matches and optimally assign work items to minimize or eliminate a ripple effect.
    Type: Grant
    Filed: September 30, 2013
    Date of Patent: April 26, 2016
    Assignee: Avaya Inc.
    Inventors: Robert C. Steiner, Katherine Anthony Sobus
  • Outbound effectiveness through management of idle agent pool
    Patent number: 9253310
    Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, establish and maintain a pool of idle agents so that when an outbound call attempt is successful, the agent which is assigned to the successful outbound call attempt can be selected from a plurality of agents based on the agent's superior efficiency rather than being based on the fact that the agent is the next in line to be assigned to such a contact.
    Type: Grant
    Filed: February 14, 2012
    Date of Patent: February 2, 2016
    Assignee: Avaya Inc.
    Inventors: Tore Christensen, Alan David Eicholz, Andrew D. Flockhart, Katherine Anthony Sobus
  • METHOD, APPARATUS, AND SYSTEM FOR PROVIDING RIPPLE REDUCTION USING NEAR TERM SIMULATION FOR OPTIONAL SEQUENCING
    Publication number: 20150092938
    Abstract: A contact center is described along with various methods and mechanisms for administering the same. A ripple reduction mechanism is disclosed that provides an interval and evaluates and matches work items that come in until the interval expires. Once the interval expires, the ripple reduction mechanism in concert with a work assignment engine may finalize matches and optimally assign work items to minimize or eliminate a ripple effect.
    Type: Application
    Filed: September 30, 2013
    Publication date: April 2, 2015
    Applicant: Avaya Inc.
    Inventors: Robert C. Steiner, Katherine Anthony Sobus
  • Training optimizer for contact center agents
    Patent number: 8675860
    Abstract: The present disclosure describes various ways of monitoring the needs of a contact center in real-time and pushing training to a number of agents to address those needs. In determining to push training to agents, the short-term efficiency of the agent is balanced with the long-term efficiency of the contact center. When agents receive and then complete training events designed to address the monitored contact center needs the attributes associated with the agents are updated to allow them to handle the contacts requiring training.
    Type: Grant
    Filed: February 16, 2012
    Date of Patent: March 18, 2014
    Assignee: Avaya Inc.
    Inventors: Alan David Eicholz, Andrew D. Flockhart, Tore Christensen, Katherine Anthony Sobus
  • TRAINING OPTIMIZER FOR CONTACT CENTER AGENTS
    Publication number: 20130216037
    Abstract: The present disclosure describes various ways of monitoring the needs of a contact center in real-time and pushing training to a number of agents to address those needs. In determining to push training to agents, the short-term efficiency of the agent is balanced with the long-term efficiency of the contact center. When agents receive and then complete training events designed to address the monitored contact center needs the attributes associated with the agents are updated to allow them to handle the contacts requiring training.
    Type: Application
    Filed: February 16, 2012
    Publication date: August 22, 2013
    Applicant: AVAYA INC.
    Inventors: Alan David Eicholz, Andrew D. Flockhart, Tore Christensen, Katherine Anthony Sobus
  • OUTBOUND EFFECTIVENESS THROUGH MANAGEMENT OF IDLE AGENT POOL
    Publication number: 20130208883
    Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, establish and maintain a pool of idle agents so that when an outbound call attempt is successful, the agent which is assigned to the successful outbound call attempt can be selected from a plurality of agents based on the agent's superior efficiency rather than being based on the fact that the agent is the next in line to be assigned to such a contact.
    Type: Application
    Filed: February 14, 2012
    Publication date: August 15, 2013
    Applicant: AVAYA INC.
    Inventors: Tore Christensen, Alan David Eicholz, Andrew D. Flockhart, Katherine Anthony Sobus