Patents by Inventor Georgiy N. Shashkov

Georgiy N. Shashkov 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).

  • System and methods for predicting future agent readiness for handling an interaction in a call center
    Patent number: 9866691
    Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
    Type: Grant
    Filed: June 20, 2016
    Date of Patent: January 9, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Georgiy N. Shashkov, Oleksiy M. Kolomoyskyy, Stanislav V. Zgardovski, Nikolay Korolev
  • SYSTEM AND METHODS FOR PREDICTING FUTURE AGENT READINESS FOR HANDLING AN INTERACTION IN A CALL CENTER
    Publication number: 20160301804
    Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
    Type: Application
    Filed: June 20, 2016
    Publication date: October 13, 2016
    Inventors: Georgiy N. Shashkov, Oleksiy M. Kolomoyskyy, Stanislav V. Zgardovski, Nikolay Korolev
  • System and methods for predicting future agent readiness for handling an interaction in a call center
    Patent number: 9374466
    Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
    Type: Grant
    Filed: July 30, 2014
    Date of Patent: June 21, 2016
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Georgiy N. Shashkov, Oleksiy M. Kolomoyskyy, Stanislav V. Zgardovski, Nikolay Korolev
  • SYSTEM AND METHODS FOR PREDICTING FUTURE AGENT READINESS FOR HANDLING AN INTERACTION IN A CALL CENTER
    Publication number: 20140341368
    Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
    Type: Application
    Filed: July 30, 2014
    Publication date: November 20, 2014
    Inventors: Georgiy N. Shashkov, Oleksiy M. Kolomoyskyy, Stanislav V. Zgardovski, Nikolay Korolev
  • System and methods for predicting future agent readiness for handling an interaction in a call center
    Patent number: 8798257
    Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
    Type: Grant
    Filed: May 1, 2012
    Date of Patent: August 5, 2014
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Georgiy N. Shashkov, Oleksiy M. Kolomoyskyy, Stanislav V. Zgardovski, Nikolay Korolev
  • System and Methods for Predicting Future Agent Readiness for Handling an Interaction in a Call Center
    Publication number: 20120213356
    Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
    Type: Application
    Filed: May 1, 2012
    Publication date: August 23, 2012
    Inventors: Georgiy N. Shashkov, Oleksiy M. Kolomoyskyy, Stanislav V. Zgardovski, Nikolay Korolev
  • System and methods for predicting future agent readiness for handling an interaction in a call center
    Patent number: 8238543
    Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
    Type: Grant
    Filed: June 1, 2009
    Date of Patent: August 7, 2012
    Assignee: Genesys Telecommunications Laboratories, Inc.
    Inventors: Georgiy N. Shashkov, Oleksiy M. Kolomoyskyy, Stanislav V. Zgardovski, Nikolay Korolev
  • System and Methods for Predicting Future Agent Readiness for Handling an Interaction in a Call Center
    Publication number: 20100303225
    Abstract: A system for making outbound calls includes a first node connected to a network for placing outbound telephone calls, a second node connected to the network and accessible to the first node for reporting agent status relative to busy, ready, and time to ready, a number of agent appliances connected to the network and accessible to the second node, and a number of agent activity applications installed one per on the agent appliances. In a preferred embodiment outbound calls are predicted based on the number of agents reported ready to accept a call plus the number of agents predicted to be ready to accept a call within a specified time window.
    Type: Application
    Filed: June 1, 2009
    Publication date: December 2, 2010
    Inventors: Georgiy N. Shashkov, Oleksiy M. Kolomoyskyy, Stanislav V. Zgardovski, Nikolay Korolev