Patents by Inventor Bob Pigott

Bob Pigott 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).

  • Workload distribution with resource awareness
    Patent number: 10298766
    Abstract: A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.
    Type: Grant
    Filed: March 5, 2018
    Date of Patent: May 21, 2019
    Inventors: Herbert Willi Artur Ristock, Bob Pigott, Adam Rosen
  • WORKLOAD DISTRIBUTION WITH RESOURCE AWARENESS
    Publication number: 20180198917
    Abstract: A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.
    Type: Application
    Filed: March 5, 2018
    Publication date: July 12, 2018
    Inventors: Herbert Willi Artur Ristock, Bob Pigott, Adam Rosen
  • Workload distribution with resource awareness
    Patent number: 9912816
    Abstract: A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.
    Type: Grant
    Filed: November 29, 2012
    Date of Patent: March 6, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert Willi Artur Ristock, Bob Pigott, Adam Rosen
  • System and method for testing and deploying rules
    Patent number: 8767947
    Abstract: Embodiments of the present invention are directed to a method for assessing impact of a rule change in a contact center. The method includes configuring one or more parameters of the rule; receiving a command to assess the rule; retrieving a log of past interactions between end users and the contact center, wherein the log of past interactions reflects interactions prior to deployment of the rule; processing one or more of the past interactions based on the rule; simulating an outcome of the one or more past interactions; and deploying the rule or not to a rules engine based on the simulating.
    Type: Grant
    Filed: November 30, 2012
    Date of Patent: July 1, 2014
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Herbert Willi Artur Ristock, Bob Pigott, Adam Rosen
  • SYSTEM AND METHOD FOR TESTING AND DEPLOYING RULES
    Publication number: 20140177821
    Abstract: Embodiments of the present invention are directed to a method for assessing impact of a rule change in a contact center. The method includes configuring one or more parameters of the rule; receiving a command to assess the rule; retrieving a log of past interactions between end users and the contact center, wherein the log of past interactions reflects interactions prior to deployment of the rule; processing one or more of the past interactions based on the rule; simulating an outcome of the one or more past interactions; and deploying the rule or not to a rules engine based on the simulating.
    Type: Application
    Filed: November 30, 2012
    Publication date: June 26, 2014
    Applicant: Genesys Telecommunications Laboratories, Inc.
    Inventors: Herbert Willi Artur Ristock, Bob Pigott, Adam Rosen
  • WORKLOAD DISTRIBUTION WITH RESOURCE AWARENESS
    Publication number: 20140146961
    Abstract: A method for workload distribution for a contact center includes identifying a work item for distribution based on an assigned distribution criteria; identifying a target for routing the work item; determining availability of the target; in response to determining that the target is available, transmitting a routing request for the work item to a routing server, and in response to the request, the routing server is configured to independently determine availability of the work item for routing the work item to the target; and in response to determining that the target is not available, refraining from transmitting the routing request for the work item to the routing server.
    Type: Application
    Filed: November 29, 2012
    Publication date: May 29, 2014
    Applicant: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Herbert Willi Artur Ristock, Bob Pigott, Adam Rosen