Patents by Inventor Eric Blumthal

Eric Blumthal 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 system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state
    Patent number: 7158628
    Abstract: A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selection process according to variations in state such as fluctuating call volume. When two or more metrics describe distinct aspects of an agent's performance and both aspects are relevant to agent selection, the algorithm can weigh each according to relative importance to the center's operational effectiveness. The present invention couples to the information infrastructure of a computer-based contact center and interfaces with the components of the center that acquire and maintain information pertinent to the agent-selection process. This connectivity delivers real-time information to the software algorithms and thereby facilitates rapid response to changing conditions.
    Type: Grant
    Filed: August 20, 2003
    Date of Patent: January 2, 2007
    Assignee: Knowlagent, Inc.
    Inventors: Matthew G. A. McConnell, John C. C. McIlwaine, Rick Baggenstoss, Scott Richter, Robert L. Beard, Eric Blumthal, Jennifer C. East, Lisa Marie Foley
  • Method and system for selecting a preferred contact center agent based on agent proficiency and performance and contact center state
    Publication number: 20050043986
    Abstract: A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selection process according to variations in state such as fluctuating call volume. When two or more metrics describe distinct aspects of an agent's performance and both aspects are relevant to agent selection, the algorithm can weigh each according to relative importance to the center's operational effectiveness. The present invention couples to the information infrastructure of a computer-based contact center and interfaces with the components of the center that acquire and maintain information pertinent to the agent-selection process. This connectivity delivers real-time information to the software algorithms and thereby facilitates rapid response to changing conditions.
    Type: Application
    Filed: August 20, 2003
    Publication date: February 24, 2005
    Inventors: Matthew McConnell, John McIlwaine, Rick Baggenstoss, Scott Richter, Robert Beard, Eric Blumthal, Jennifer East, Lisa Foley