Patents by Inventor Matthew G. A. McConnell
Matthew G. A. McConnell 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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Patent number: 7174010Abstract: Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throughout the day that can depend on the workload of the call center. However, often times the agents are unable to receive or complete their training during the scheduled training break due to unexpected work loads and other interruptions. The present invention enables monitoring and recording of whether training is received and completed during a training break. If the training was not completed, the training break is stored and rescheduled for a later time. The invention also facilitates completion of missed training breaks by providing spontaneous training breaks during periods of unexpectedly lower workload at the call center.Type: GrantFiled: September 20, 2002Date of Patent: February 6, 2007Assignee: Knowlagent, Inc.Inventors: John C. C. McIIwaine, Matthew G. A. McConnell, Surj Ramlogan
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Patent number: 7158628Abstract: 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: GrantFiled: August 20, 2003Date of Patent: January 2, 2007Assignee: 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
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Publication number: 20040165717Abstract: The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.Type: ApplicationFiled: February 24, 2004Publication date: August 26, 2004Applicant: Knowlagent, Inc.Inventors: John C. C. Mcllwaine, Matthew G.A. McConnell
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Patent number: 6775377Abstract: The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.Type: GrantFiled: July 18, 2002Date of Patent: August 10, 2004Assignee: Knowlagent, Inc.Inventors: John C. C. McIllwaine, Matthew G. A. McConnell
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Patent number: 6628777Abstract: Scheduling and delivering training or other information to agents in a call center or other constituent contact system. Agent schedule data from a workforce management component or agent workload data from a work distribution component is analyzed to determine whether an agent is scheduled for training or is available for training, respectively. The agent's terminal user interface is monitored to determine whether the agent is interacting with constituents. If the agent is not busy, training materials or other information are delivered over a communications network to the agent's terminal. To avoid interference between a training session and customer call activities, the agent may be disconnected from the system's customer contact engine before delivery of the training materials is complete. If call volume to the call center exceeds a predetermined threshold during agent training, the training session is discontinued so that the agent may resume serving customers.Type: GrantFiled: November 16, 1999Date of Patent: September 30, 2003Assignee: Knowlagent, Inc.Inventors: John C. C. McIllwaine, Matthew G. A. McConnell
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Publication number: 20030086555Abstract: Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throughout the day that can depend on the workload of the call center. However, often times the agents are unable to receive or complete their training during the scheduled training break due to unexpected work loads and other interruptions. The present invention enables monitoring and recording of whether training is received and completed during a training break. If the training was not completed, the training break is stored and rescheduled for a later time. The invention also facilitates completion of missed training breaks by providing spontaneous training breaks during periods of unexpectedly lower workload at the call center.Type: ApplicationFiled: September 20, 2002Publication date: May 8, 2003Applicant: Knowlagent, Inc.Inventors: John C.C. McIlwaine, Matthew G. A. McConnell, Surj Ramlogan
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Publication number: 20030048893Abstract: The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.Type: ApplicationFiled: July 18, 2002Publication date: March 13, 2003Applicant: Knowlagent, Inc.Inventors: John C.C. McIllwaine, Matthew G.A. McConnell
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Patent number: 6459787Abstract: The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.Type: GrantFiled: September 10, 2001Date of Patent: October 1, 2002Assignee: Knowlagent, Inc.Inventors: John C. C. McIllwaine, Matthew G. A. McConnell
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Publication number: 20020009190Abstract: The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.Type: ApplicationFiled: September 10, 2001Publication date: January 24, 2002Applicant: Knowlagent, Inc.Inventors: John C.C. McIllwaine, Matthew G.A. McConnell
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Patent number: 6324282Abstract: The tailored assignment and delivery of training or other information to an agent in a call center or other constituent contact environment. Agent interactions are recorded by a quality monitoring component of the call center to produce an agent performance record. The agent performance record is scored against predetermined performance criteria to produce an agent score. Training materials are assigned to agents based on the agent score in skill areas corresponding to the subject matter of the particular training materials. The agent score is coded and the training materials are categorized according to the associated subject matter. If an agent score is below a predetermined threshold, then a database record is populated with the agent score and a training material identifier. The database may then be polled to determine whether the agent needs the training materials to address the associated subject matter. The assigned training materials can then be delivered to the agent over the communications network.Type: GrantFiled: March 2, 2000Date of Patent: November 27, 2001Assignee: Knowlagent, Inc.Inventors: John C. C. McIllwaine, Matthew G. A. McConnell
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Patent number: 6301573Abstract: A recurrent training method comprising the steps of configuring a computer to provide training-related information on a particular subject to a user of the computer, presenting through a computer training-related information to the user of the computer during a first training session at a first time, and initiating subsequent training sessions at recurrent times thereafter under computer control. Upon initiation of the subsequent training sessions, either by presenting training-related information to the user or by prompting the user for approval to present training-related information, the training method interrupts the user's interaction with other on-going activities on the computer, thereby reminding the computer user, at various times, of the need to perform training and, at the user's discretion, providing the user with recurrent training through recurrent training sessions.Type: GrantFiled: January 2, 1998Date of Patent: October 9, 2001Assignee: Knowlagent, Inc.Inventors: John C. C. McIlwaine, Matthew G. A. McConnell