Patents by Inventor Lynn R. Smith
Lynn R. Smith 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).
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Patent number: 10282456Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to store, for one or more contact center objects, contact center information; and a microprocessor executable report generator, The report generator, when executed, receives, from a user, a selected contact center object, retrieves, from the computer readable medium, a set of data elements associated with the selected contact center object, the set of data elements defining a first space having a first dimension, projects the set of data elements onto a subspace of the first space to form a transformed set of data elements, the subspace having a second dimension less than the first dimension, and provides, for display to a user, the transformed set of data elements.Type: GrantFiled: October 1, 2015Date of Patent: May 7, 2019Assignee: Avaya Inc.Inventors: Douglas S. Brown, Marc A. Geist, Sheila Higgins, Michael R. Levacic, Hongguang Li, Dwayne W. Ockel, Gregory P. Schin, Stuart M. Shepherd, Lynn R. Smith, Stan W. Wilkison
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Publication number: 20170097971Abstract: A contact center includes: a microprocessor; a computer readable medium, coupled to the microprocessor, to store, for one or more contact center objects, contact center information; and a microprocessor executable report generator, The report generator, when executed, receives, from a user, a selected contact center object, retrieves, from the computer readable medium, a set of data elements associated with the selected contact center object, the set of data elements defining a first space having a first dimension, projects the set of data elements onto a subspace of the first space to form a transformed set of data elements, the subspace having a second dimension less than the first dimension, and provides, for display to a user, the transformed set of data elements.Type: ApplicationFiled: October 1, 2015Publication date: April 6, 2017Inventors: Douglas S. Brown, Marc A. Geist, Sheila Higgins, Michael R. Levacic, Hongguang Li, Dwayne W. Ockel, Gregory P. Schin, Stuart M. Shepherd, Lynn R. Smith, Stan W. Wilkison
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Patent number: 8923503Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.Type: GrantFiled: April 18, 2013Date of Patent: December 30, 2014Assignee: Avaya Inc.Inventors: Robin H. Foster, Hongguang Li, Lynn R. Smith, Katherine A. Sobus
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Patent number: 8731182Abstract: A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the accuracy of agent responses in a call center. In accordance with the illustrative embodiment, agents in a call center are prompted at different times during their workday for estimates of how much longer they will be servicing their current call, and the estimates are stored in the data store along with the actual times required for completion of the call. Statistics for each agent's prediction accuracy are computed and stored in the data store along with the raw data, and can then be used to assess the accuracy of subsequent agent responses to queries.Type: GrantFiled: August 20, 2009Date of Patent: May 20, 2014Assignee: Avaya Inc.Inventors: Robin H. Foster, Hongguang Li, Lynn R. Smith, Katherine A. Sobus
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Patent number: 8565412Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.Type: GrantFiled: June 23, 2009Date of Patent: October 22, 2013Assignee: Avaya Inc.Inventors: Robin H. Foster, Hongguang Li, Lynn R. Smith, Katherine A. Sobus
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Publication number: 20130230163Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.Type: ApplicationFiled: April 18, 2013Publication date: September 5, 2013Applicant: Avaya Inc.Inventors: Robin H. Foster, Hongguang Li, Lynn R. Smith, Katherine A. Sobus
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Patent number: 8175254Abstract: A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.Type: GrantFiled: April 23, 2009Date of Patent: May 8, 2012Assignee: Avaya Inc.Inventors: Hongguang Li, Henry R. Paddock, Lynn R. Smith, Katherine R. Sobus
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Publication number: 20110048036Abstract: An air conditioning maintenancing system employs a lifting unit which does not in operation require a specialized support structure that must be used and transported with the lifting unit. Instead the lifting unit is designed for utilization with commonly existing construction equipment that can, after being utilized with the lifting unit, be used at separate locations to carry out different tasks.Type: ApplicationFiled: October 28, 2010Publication date: March 3, 2011Inventor: Lynn R. Smith
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Publication number: 20100322408Abstract: A data store (e.g., a relational database, an object-oriented database, an unstructured file system, an in-memory data structure, etc.) and associated methods are disclosed for predicting the accuracy of agent responses in a call center. In accordance with the illustrative embodiment, agents in a call center are prompted at different times during their workday for estimates of how much longer they will be servicing their current call, and the estimates are stored in the data store along with the actual times required for completion of the call. Statistics for each agent's prediction accuracy are computed and stored in the data store along with the raw data, and can then be used to assess the accuracy of subsequent agent responses to queries.Type: ApplicationFiled: August 20, 2009Publication date: December 23, 2010Applicant: AVAYA INC.Inventors: Robin H. Foster, Hongguang Li, Lynn R. Smith, Katherine A. Sobus
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Publication number: 20100322406Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.Type: ApplicationFiled: June 23, 2009Publication date: December 23, 2010Applicant: AVAYA INC.Inventors: Robin H. Foster, Hongguang Li, Lynn R. Smith, Katherine A. Sobus
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Publication number: 20100274637Abstract: A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.Type: ApplicationFiled: April 23, 2009Publication date: October 28, 2010Applicant: AVAYA INC.Inventors: Hongguang Li, Henry R. Paddock, Lynn R. Smith, Katherine A. Sobus
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Patent number: 5576496Abstract: A test unit is provided for operatively testing CV driveaxles. The test unit has a drive spindle connected to a motor, and a pivotable brake spindle connected to a brake. An axle under test is connected with spindle adaptors to the drive and brake spindles. During a test, the axle under test is rotated by the motor, the brake is engaged to load the axle, and the brake spindle is pivoted to flex at least the outboard CV joints. The test unit is easily adaptable for testing different axles by using spindle adaptors. An accelerometer on the bearing block of the brake spindle detects vibration generated by the axle under test.Type: GrantFiled: October 6, 1995Date of Patent: November 19, 1996Assignee: Rockford Acromatic Products Co.Inventors: Sean M. Carlini, Lynn R. Smith, Arthur J. Zangerle, Douglas Vandenberg
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Patent number: 4657259Abstract: A coon hunters night hunt game that simulates an outdoor racoon hunt is provided and consists of a game board in which at the end of the game the first player to accumulate 1,000 points and have ownership of three dogs win. In a modified form each hound dog playing piece has a built in stop mechanism and rides in a track on the game board so that it will stop on each space playing position.Type: GrantFiled: September 26, 1985Date of Patent: April 14, 1987Inventors: Lynn R. Smith, George Spector