Patents by Inventor Gary Lee Sorensen

Gary Lee Sorensen 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).

  • Real-time transaction routing augmented with forecast data and agent schedules
    Patent number: 6744878
    Abstract: A method and apparatus are provided for performing real-time transaction routing augmented with forecast data and agent schedules. According to one aspect of the present invention, transactions are distributed among multiple transaction processing systems using both scheduled and actual handling resources. Actual handling resources associated with each of the transaction processing systems, such as automatic call distributors (ACDs), is measured at time t. Scheduled handling resources associated with each of the transaction processing systems for time t are also are identified. Then, estimated handling resources are calculated for each of the transaction processing systems for time t+n based upon the actual handling resources and the scheduled handling resources. Based upon the estimated handling resources, transaction allocations for each of the transaction processing systems is determined.
    Type: Grant
    Filed: March 2, 2000
    Date of Patent: June 1, 2004
    Assignee: Aspect Communications Corporation
    Inventors: Edward Komissarchik, Kevin McPartlan, Lauren O'Brien, Gary Lee Sorensen