Patents by Inventor Katherine McElroy

Katherine McElroy 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 method to allocate transactions
    Patent number: 7043007
    Abstract: A method to determine transaction distribution among a plurality of transaction processing systems may include calculating estimated handling resources for each of the plurality of transaction processing systems based upon measured actual handling resources and identified scheduled handling resources. Transaction allocations may be determined for each of the transaction processing systems based upon the estimated handling resources.
    Type: Grant
    Filed: February 1, 2005
    Date of Patent: May 9, 2006
    Assignee: Aspect Communications Corporation
    Inventors: Kevin McPartlan, Edward Komissarchik, Lauren O'Brien, Robert Hayes, Katherine McElroy, John Rafter, Gary Sorensen, David Glassman
  • Transaction allocation
    Publication number: 20050129217
    Abstract: A method to determine transaction distribution among a plurality of transaction processing systems may include calculating estimated handling resources for each of the plurality of transaction processing systems based upon measured actual handling resources and identified scheduled handling resources. Transaction allocations may be determined for each of the transaction processing systems based upon the estimated handling resources.
    Type: Application
    Filed: February 1, 2005
    Publication date: June 16, 2005
    Inventors: Kevin McPartlan, Edward Komissarchik, Lauren O'Brien, Robert Hayes, Katherine McElroy, John Rafter, Gary Sorensen, David Glassman
  • Customer service request allocations based upon real-time data and forecast data
    Patent number: 6850613
    Abstract: A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.
    Type: Grant
    Filed: June 17, 2003
    Date of Patent: February 1, 2005
    Assignee: Aspect Communications Corporation
    Inventors: Kevin McPartlan, Edward Komissarchik, Lauren O'Brien, Robert Hayes, Katherine McElroy, John Rafter, Gary Sorensen, David Glassman
  • Customer service request allocations based upon real-time data and forecast data
    Publication number: 20030215083
    Abstract: A method and apparatus for performing customer service request allocations based upon real-time data and forecast data, calculates estimated handling resources for each of the transaction processing systems based upon actual handling resources and scheduled handling resources. Customer service transaction workloads are forecasted for the handling resources for each of the transaction processing systems. Then, customer service request allocations are determined using estimated handling resources and the forecasted customer service transaction workload.
    Type: Application
    Filed: June 17, 2003
    Publication date: November 20, 2003
    Inventors: Kevin McPartlan, Edward Komissarchik, Lauren O'Brien, Robert Hayes, Katherine McElroy, John Rafter, Gary Sorensen, David Glassman
  • Staffing-based percentage-allocation routing using real-time data
    Patent number: 6584191
    Abstract: A method and apparatus are provided for performing staffing-based percentage-allocation routing using real-time data. According to one aspect of the present invention, transaction allocation is determined using both scheduled and actual handling resources. Actual handling resources associated with each of several transaction processing systems, such as automatic call distributors (ACDs), are measured at times t and t+n. Scheduled handling resources associated with each of the transaction processing systems for times t and t+n are also 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. Finally, based upon the estimated handling resources, transaction allocations for each of the transaction processing systems are determined. According to another aspect of the present invention, a virtual call center is provided.
    Type: Grant
    Filed: August 27, 1999
    Date of Patent: June 24, 2003
    Assignee: Aspect Communications Corporation
    Inventors: Kevin McPartlan, Edward Komissarchik, Lauren O'Brien, Robert Hayes, Katherine McElroy, John Rafter, Gary Sorensen, David Glassman