Patents by Inventor Jennifer C. East

Jennifer C. East 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: 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
  • Publication number: 20040202309
    Abstract: Managing the rate of delivering performance interventions, such as training sessions, to agents in a contact center, such as a call service center benefits the operations of the contact center. Managing this rate can include adjusting the number of performance interventions delivered in an increment of time according to the state of the contact center. The state of the contact center can be determined by monitoring or predicting contact center performance. Contact center performance increasing above or falling below a management input level can trigger an increase or decrease in intervention delivery rate. In coordination with determining delivery rate, agents can be selected to receive interventions based on ranked performance or need.
    Type: Application
    Filed: December 11, 2003
    Publication date: October 14, 2004
    Applicant: Knowlagent, Inc.
    Inventors: Rick Baggenstoss, John C. C. McIlwaine, Jennifer C. East, Scott Richter, Robert L. Beard, Lisa Marie Foley
  • Publication number: 20040202308
    Abstract: Managing the selection of performance interventions, such as training sessions, for delivery to agents in a contact center, such as a call service center benefits the operations of the contact center. Managing performance intervention selection can include selecting performance interventions according to the state of the contact center. State can be a monitored or a forecast performance of the contact center. Contact center performance meeting a management input criterion can trigger the selection of specific performance interventions. Performance interventions can be prioritized. When contact center performance is poor, high-priority interventions can be preferentially selected over less important interventions. In coordination with selecting performance interventions, agents can be selected to receive interventions based on ranked performance or need.
    Type: Application
    Filed: December 11, 2003
    Publication date: October 14, 2004
    Applicant: Knowlagent, Inc.
    Inventors: Rick Baggenstoss, John C. C. McIlwaine, Jennifer C. East, Lisa Marie Foley