Patents by Inventor David Sells

David Sells 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 associating customer needs with agents
    Publication number: 20060245580
    Abstract: A customer-agent routing system (102) has a routing element (102C) for accepting customer calls and for routing said calls to an agent (108), a memory (102B) for storage of processor instructions and for storage of customer and agent activity, and a processor (102A) for controlling operations of the routing element and memory. The processor is programmed to monitor (202) operational metrics for each of a plurality of agents while serving customers, record (206) in the memory the operational metrics of each agent, and cause the routing element to route (220) a customer to an agent according to the recorded operational metrics of said agent.
    Type: Application
    Filed: April 27, 2005
    Publication date: November 2, 2006
    Applicant: SBC Knowledge Ventures LP
    Inventors: Julia Hein, David Sells, Debbie Martincich, Linda Steco, Karen Mrachek