Patents by Inventor Scott Veach

Scott Veach 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 and apparatus for multi-contact scheduling
    Patent number: 7788286
    Abstract: A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.
    Type: Grant
    Filed: January 18, 2005
    Date of Patent: August 31, 2010
    Assignee: Verint Americas Inc.
    Inventors: Illah Nourbakhsh, Ofer Matan, Jason Fama, Scott Veach, Edward Hamilton, Alex Fukunaga
  • Method and apparatus for multi-contact scheduling
    Patent number: 6952732
    Abstract: A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.
    Type: Grant
    Filed: April 30, 2001
    Date of Patent: October 4, 2005
    Assignee: Blue Pumpkin Software, Inc.
    Inventors: Illah Nourbakhsh, Ofer Matan, Jason Fama, Scott Veach, Edward Hamilton, Alex Fukunaga
  • Method and apparatus for multi-contact scheduling
    Publication number: 20050125439
    Abstract: A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.
    Type: Application
    Filed: January 18, 2005
    Publication date: June 9, 2005
    Inventors: Illah Nourbakhsh, Ofer Matan, Jason Fama, Scott Veach, Edward Hamilton, Alex Fukunaga
  • Method and apparatus for multi-contact scheduling
    Publication number: 20030009520
    Abstract: A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.
    Type: Application
    Filed: April 30, 2001
    Publication date: January 9, 2003
    Inventors: Illah Nourbakhsh, Ofer Matan, Jason Fama, Scott Veach, Edward Hamilton, Alex Fukunaga