Patents by Inventor Gokul Chander Prabhaker

Gokul Chander Prabhaker 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 analyzing performance data in a call center
    Patent number: 6711253
    Abstract: A system for analyzing call center operations data retrieves data from a memory unit associated with a call center and then processes the data to determine agent composition and occupancy information for the call center on a representative working day. A number of different heuristics are provided for analyzing the operations data to identify one or more representative days corresponding to at least one user-specified call center operating parameter and at least one user-specified call center skill. The operations data is then analyzed further to identify agent groups within the call center on the representative day(s) that share a common skill set. Occupancy information is then developed for the identified agent groups for the representative working day(s). The system then generates one or more reports indicating the agent composition and occupancy information for the representative day(s).
    Type: Grant
    Filed: February 4, 2000
    Date of Patent: March 23, 2004
    Assignee: Avaya Technology Corp.
    Inventor: Gokul Chander Prabhaker