Patents by Inventor Bichen Zheng

Bichen Zheng 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).

  • Apparatus and method for call center service level prediction and action
    Patent number: 9378475
    Abstract: An apparatus, method and non-transitory computer readable medium for predicting a service level of a call center are disclosed. The method performs operations for predicting a service level of a call center. The operations include collecting call data, agent topic skill data, agent skill level data, agent schedule data and agent attrition rate data, building a discrete event simulation model based on the call data, the agent topic skill data, the agent skill level data, the agent schedule data and the agent attrition rate data, predicting the service level of the call center at a future time based on the discrete event simulation model and recommending a number of agents and a skill mix of agents for each queue in the call center at the future time based on the service level that is predicted based on the discrete event simulation model to achieve a call center service objective.
    Type: Grant
    Filed: November 28, 2014
    Date of Patent: June 28, 2016
    Assignee: Xerox Corporation
    Inventors: Shanmuga-Nathan Gnanasambandam, Bichen Zheng
  • Apparatus And Method For Call Center Service Level Prediction And Action
    Publication number: 20160155080
    Abstract: An apparatus, method and non-transitory computer readable medium for predicting a service level of a call center are disclosed. The method performs operations for predicting a service level of a call center. The operations include collecting call data, agent topic skill data, agent skill level data, agent schedule data and agent attrition rate data, building a discrete event simulation model based on the call data, the agent topic skill data, the agent skill level data, the agent schedule data and the agent attrition rate data, predicting the service level of the call center at a future time based on the discrete event simulation model and recommending a number of agents and a skill mix of agents for each queue in the call center at the future time based on the service level that is predicted based on the discrete event simulation model to achieve a call center service objective.
    Type: Application
    Filed: November 28, 2014
    Publication date: June 2, 2016
    Inventors: Shanmuga-Nathan Gnanasambandam, Bichen Zheng