Patents by Inventor Jay Michael Langsford

Jay Michael Langsford 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).

  • Patent number: 11734624
    Abstract: A system for performing contact center agent scheduling according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to generate a workload forecast indicative of a demand that will be introduced into the contact center in a future planning period based on a workload forecast model and time series data, generate a staffing requirement forecast indicative of a number of agents required to handle the workload forecast based on the workload forecast, one or more service goals, and a staffing requirement model, and perform schedule optimization using column generation to generate an optimized contact center agent shift schedule for a plurality of agents based on the staffing requirement forecast and one or more constraints.
    Type: Grant
    Filed: July 26, 2021
    Date of Patent: August 22, 2023
    Assignee: Genesys Cloud Services, Inc.
    Inventors: William D'Attilio, German Andres Velasquez Diaz, Wei Xun Ter, Bayu Wicaksono, I-Hsuan Weng, Jay Michael Langsford
  • Publication number: 20220027837
    Abstract: A system for performing contact center agent scheduling according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to generate a workload forecast indicative of a demand that will be introduced into the contact center in a future planning period based on a workload forecast model and time series data, generate a staffing requirement forecast indicative of a number of agents required to handle the workload forecast based on the workload forecast, one or more service goals, and a staffing requirement model, and perform schedule optimization using column generation to generate an optimized contact center agent shift schedule for a plurality of agents based on the staffing requirement forecast and one or more constraints.
    Type: Application
    Filed: July 26, 2021
    Publication date: January 27, 2022
    Inventors: William D'Attilio, German Andres Velasquez Diaz, Wei Xun Ter, Bayu Wicaksono, I-Hsuan Weng, Jay Michael Langsford
  • Patent number: 8503663
    Abstract: Various technologies and techniques are disclosed for automating the activation of agents in particular workgroups. A call queue server receives incoming communications. A scheduling server is coupled to the call center server over a network and analyzes historical communication data to calculate a forecasted load for a particular time period. The system uses the forecasted load to create agent schedules for the workgroups for the particular time period. The system programmatically activates and deactivates the agents into and out of the workgroups at scheduled points in time based on the calculated schedules. The call center server routes each of the queued communications to a particular agent that is activated on a particular one of the workgroup.
    Type: Grant
    Filed: June 30, 2006
    Date of Patent: August 6, 2013
    Assignee: Interactive Intelligence, Inc.
    Inventors: Brian Edward Mewhinney, Matthew Alan Taylor, Jay Michael Langsford, Donald E. Brown