Patents by Inventor Kevin McPartlan
Kevin McPartlan 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).
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Publication number: 20120185795Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.Type: ApplicationFiled: March 30, 2012Publication date: July 19, 2012Applicant: INTERVOICE, INC.Inventors: Charles Hymes, Justin Broughton, Kevin McPartlan, Chandra Pisupati
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Patent number: 8171420Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.Type: GrantFiled: July 31, 2003Date of Patent: May 1, 2012Assignee: Intervoice, Inc.Inventors: Charles Hymes, Justin Broughton, Kevin McPartlan, Chandra Pisupati
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Patent number: 7568001Abstract: A system and method of escalating non-realtime communications entering a Contact Center. The present invention removes communications that may initially be viewed as requiring deferred assistance, such as those near missing their SLA or those determined to require immediate handling based on identifying a particular important customer, from its shared file folders and “escalating” them to be routed as a live communications, for immediate response by a designated agent. An alternative tiered service model for a digital multimedia contact center assigns an entering contact to an initial immediate or deferred service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The service tier is initially determined based on a media type associated with the contact.Type: GrantFiled: July 31, 2003Date of Patent: July 28, 2009Assignee: Intervoice, Inc.Inventors: Kevin McPartlan, Justin Broughton
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Publication number: 20080034354Abstract: A tiered service model for a digital multimedia contact center assigns an entering contact to an initial service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria chances. The routing criteria is initially determined based on a media type associated with the contact. The digital multimedia contact center contains a set of media routers, each of which passes a contact of a particular media type to a workflow engine which executes workflows to direct the processing of contacts at service tiers that require agent activity. Agents are allocated to contacts by a dynamic automate contact distributor and the appropriate media router is used to route the contact to an agent. The workflow engine also executes workflows for agents to control the allocation of agents to contacts.Type: ApplicationFiled: August 7, 2007Publication date: February 7, 2008Applicant: Intervoice Limited PartnershipInventors: Justin Brughton, Kevin McPartlan, Elizabeth Rodgers, Robert Rodgers, Ivan Covdy, Roy Ho, Carl Kowalski, D. McCalmont, Art Stine
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Patent number: 7043007Abstract: 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: GrantFiled: February 1, 2005Date of Patent: May 9, 2006Assignee: Aspect Communications CorporationInventors: Kevin McPartlan, Edward Komissarchik, Lauren O'Brien, Robert Hayes, Katherine McElroy, John Rafter, Gary Sorensen, David Glassman
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Publication number: 20050129217Abstract: 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: ApplicationFiled: February 1, 2005Publication date: June 16, 2005Inventors: Kevin McPartlan, Edward Komissarchik, Lauren O'Brien, Robert Hayes, Katherine McElroy, John Rafter, Gary Sorensen, David Glassman
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Patent number: 6850613Abstract: 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: GrantFiled: June 17, 2003Date of Patent: February 1, 2005Assignee: Aspect Communications CorporationInventors: Kevin McPartlan, Edward Komissarchik, Lauren O'Brien, Robert Hayes, Katherine McElroy, John Rafter, Gary Sorensen, David Glassman
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Patent number: 6813636Abstract: A method and apparatus for routing a transaction. Initially, a resource is identified which is capable of servicing a transaction based upon resource data indicative of the capabilities of resources associated with a transactional processing system and a transaction request indicative of a request associated with the transaction. Upon identifying the resource capable of servicing the transaction, the transaction is supplied to the identified resource.Type: GrantFiled: March 1, 1999Date of Patent: November 2, 2004Assignee: Aspect Communications CorporationInventors: Timothy Bean, Kevin McPartlan
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Publication number: 20040141508Abstract: The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.Type: ApplicationFiled: July 31, 2003Publication date: July 22, 2004Applicant: Nuasis CorporationInventors: Carl Schoeneberger, Justin Broughton, Michael P. Dimitroff, Kevin McPartlan, Charles Hymes, Chandra Pisupati
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Patent number: 6744878Abstract: A method and apparatus are provided for performing real-time transaction routing augmented with forecast data and agent schedules. According to one aspect of the present invention, transactions are distributed among multiple transaction processing systems using both scheduled and actual handling resources. Actual handling resources associated with each of the transaction processing systems, such as automatic call distributors (ACDs), is measured at time t. Scheduled handling resources associated with each of the transaction processing systems for time t are also are 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. Based upon the estimated handling resources, transaction allocations for each of the transaction processing systems is determined.Type: GrantFiled: March 2, 2000Date of Patent: June 1, 2004Assignee: Aspect Communications CorporationInventors: Edward Komissarchik, Kevin McPartlan, Lauren O'Brien, Gary Lee Sorensen
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Publication number: 20040054743Abstract: A system and method of escalating non-realtime communications entering a Contact Center. The present invention removes communications that may initially be viewed as requiring deferred assistance, such as those near missing their SLA or those determined to require immediate handling based on identifying a particular important customer, from its shared file folders and “escalating” them to be routed as a live communications, for immediate response by a designated agent. An alternative tiered service model for a digital multimedia contact center assigns an entering contact to an initial immediate or deferred service tier based on routing criteria for the contact and may escalate or de-escalate the contact to a different service tier if the routing criteria changes. The service tier is initially determined based on a media type associated with the contact.Type: ApplicationFiled: July 31, 2003Publication date: March 18, 2004Applicant: Nuasis CorporationInventors: Kevin McPartlan, Justin Broughton
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Publication number: 20040032431Abstract: A graphical user interface and method for displaying on an agent's desktop. The graphical user interface of the present invention being capable of automatically displaying, in a designated area, a managed application according to a workflow. The graphical user interface of the present invention also includes the ability to control the display of managed applications manually. Further, the graphical user interface and method of the present invention allows an Agent access to non-managed applications without restricting the agent's access to the managed applications.Type: ApplicationFiled: July 31, 2003Publication date: February 19, 2004Applicant: Nuasis CorporationInventors: Charles Hymes, Justin Broughton, Kevin McPartlan, Chandra Pisupati
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Publication number: 20030215083Abstract: 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: ApplicationFiled: June 17, 2003Publication date: November 20, 2003Inventors: Kevin McPartlan, Edward Komissarchik, Lauren O'Brien, Robert Hayes, Katherine McElroy, John Rafter, Gary Sorensen, David Glassman
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Patent number: 6584191Abstract: 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: GrantFiled: August 27, 1999Date of Patent: June 24, 2003Assignee: Aspect Communications CorporationInventors: Kevin McPartlan, Edward Komissarchik, Lauren O'Brien, Robert Hayes, Katherine McElroy, John Rafter, Gary Sorensen, David Glassman