Patents by Inventor Matthew Grady McConnell
Matthew Grady 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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Publication number: 20230388176Abstract: A computer-implemented method includes tasks performed by one or more processors in a management network: (a) receiving, from an end-user network, data associated with a plurality of agent instances servicing incoming communications for the contact center, wherein the contact center, the end-user network, and the management network are associated with the enterprise; (b) determining, based on a specification of a logical directive, an operation to be performed in relation to the plurality of agent instances, the specification of the logical directive having at least one condition that, if satisfied by the received data associated with the plurality of agent instances servicing the incoming communications for the contact center, defines the operation to be performed; and (c) causing the determined operation to be performed, wherein the operation includes sending a communication via the end-user network to at least one agent instance in the plurality of agent instances and/or to at least one supervisor instanceType: ApplicationFiled: May 29, 2023Publication date: November 30, 2023Applicant: Intradiem, Inc.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus, Jennifer Lee, Harper Flores
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Publication number: 20230308340Abstract: A computer-implemented method for managing a contact center one or more processors in a management network (a) receiving, from an end-user network, data associated with a plurality of agent instances servicing incoming communications for the contact center, wherein the contact center, the end-user network, and the management network are associated with the enterprise; (b) determining, based on a specification of a logical directive, an operation to be performed in relation to the plurality of agent instances, the specification of the logical directive having at least one condition that, if satisfied by the received data associated with the plurality of agent instances servicing the incoming communications for the contact center, defines the operation to be performed; and (c) providing, to one or more servers, the determined operation to be performed, wherein the operation includes making a modification relating to (i) at least one of the plurality of agent instances and/or (ii) the servicing of the incoming cType: ApplicationFiled: May 29, 2023Publication date: September 28, 2023Applicant: Intradiem, Inc.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus, Jennifer Lee, Harper Flores
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Patent number: 11601322Abstract: A computing system for managing a contact center having agent instances includes processor(s) in a management network serving an end-user network that includes the contact center and a communication distributor server operable to receive communications from customers to the end-user network and assign one or more of the agent instances to service the communications from the customers. The processor(s) are configured to perform tasks including (a) receiving, from the end-user network, data associated with processes of the server(s) including the communication distributor server, (b) determining, based on a specification, operations to be performed by the one or more servers, and (c) providing, to the one or more servers, the operations, wherein the operations include changing a state of a particular agent instance of the agent instances or modifying an assigned schedule or assigned queue for the particular agent instance. A method and article of manufacture are also provided.Type: GrantFiled: May 9, 2022Date of Patent: March 7, 2023Assignee: Intradiem, Inc.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus
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Publication number: 20220263703Abstract: A computing system for managing a contact center having agent instances includes processor(s) in a management network serving an end-user network that includes the contact center and a communication distributor server operable to receive communications from customers to the end-user network and assign one or more of the agent instances to service the communications from the customers. The processor(s) are configured to perform tasks including (a) receiving, from the end-user network, data associated with processes of the server(s) including the communication distributor server, (b) determining, based on a specification, operations to be performed by the one or more servers, and (c) providing, to the one or more servers, the operations, wherein the operations include changing a state of a particular agent instance of the agent instances or modifying an assigned schedule or assigned queue for the particular agent instance. A method and article of manufacture are also provided.Type: ApplicationFiled: May 9, 2022Publication date: August 18, 2022Applicant: Intradiem, Inc.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus
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Patent number: 11356316Abstract: A system may include one or more processors disposed within a management network, where the management network has computing resources dedicated to an end-user network. The end-user network may include agent instances and one or more servers associated with the end-user network. The one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving data associated with the processes of the one or more servers, where the processes relate to the end-user network. The tasks may also include determining, based on a specification, an operation to be performed by the one or more servers, where the specification is defined by the end-user network and comprises a logical directive including at least one condition that, if satisfied by the received data, define the operation.Type: GrantFiled: June 30, 2021Date of Patent: June 7, 2022Assignee: Intradiem, Inc.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus
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Patent number: 11228479Abstract: A system may include one or more processors disposed within a management network, where the management network has computing resources dedicated to an end-user network. The end-user network may include agent instances and one or more servers associated with the end-user network. The one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving data associated with the processes of the one or more servers, where the processes relate to the end-user network. The tasks may also include determining, based on a specification, an operation to be performed by the one or more servers, where the specification is defined by the end-user network and comprises a logical directive including at least one condition that, if satisfied by the received data, define the operation.Type: GrantFiled: July 21, 2021Date of Patent: January 18, 2022Assignee: Intradiem, Inc.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus
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High -Volume Time-Series Data Processing While Live-Monitoring Agent Instances to Trigger Automation
Publication number: 20210409259Abstract: A system may include one or more processors disposed within a management network, where the management network has computing resources dedicated to an end-user network. The end-user network may include agent instances and one or more servers associated with the end-user network. The one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving data associated with the processes of the one or more servers, where the processes relate to the end-user network. The tasks may also include determining, based on a specification, an operation to be performed by the one or more servers, where the specification is defined by the end-user network and comprises a logical directive including at least one condition that, if satisfied by the received data, define the operation.Type: ApplicationFiled: July 21, 2021Publication date: December 30, 2021Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus -
Publication number: 20210399939Abstract: A system may include one or more processors disposed within a management network, where the management network has computing resources dedicated to an end-user network. The end-user network may include agent instances and one or more servers associated with the end-user network. The one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving data associated with the processes of the one or more servers, where the processes relate to the end-user network. The tasks may also include determining, based on a specification, an operation to be performed by the one or more servers, where the specification is defined by the end-user network and comprises a logical directive including at least one condition that, if satisfied by the received data, define the operation.Type: ApplicationFiled: June 30, 2021Publication date: December 23, 2021Applicant: Intradiem, Inc.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus
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Patent number: 11075794Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers, where the one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving, from the end-user network, data associated with the processes of the one or more servers; determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each directive containing conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.Type: GrantFiled: October 1, 2020Date of Patent: July 27, 2021Assignee: INTRADIEM, INC.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus, Christopher Glenn Donahue
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Publication number: 20210091996Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers, where the one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving, from the end-user network, data associated with the processes of the one or more servers; determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each directive containing conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.Type: ApplicationFiled: October 1, 2020Publication date: March 25, 2021Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus, Christopher Glenn Donahue
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Patent number: 10833917Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers, where the one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving, from the end-user network, data associated with the processes of the one or more servers; determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each directive containing conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.Type: GrantFiled: June 25, 2020Date of Patent: November 10, 2020Assignee: INTRADIEM INC.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus
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Patent number: 10833916Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers, where the one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving, from the end-user network, data associated with the processes of the one or more servers; determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each directive containing conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.Type: GrantFiled: February 28, 2020Date of Patent: November 10, 2020Assignee: INTRADIEM INC.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus
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Patent number: 10623233Abstract: A system may include one or more processors disposed within a management network. An end-user network may contain agent instances and one or more servers, where the one or more servers are operable to: (i) receive communications to the end-user network, and (ii) assign agent instances to service the communications. The one or more processors may be configured to perform one or more tasks. These tasks may include receiving, from the end-user network, data associated with the processes of the one or more servers; determining, based on a specification, operations to be performed by the one or more servers, wherein the specification is defined by the end-user network and comprises logical directives, each directive containing conditions that, if satisfied by the received data, define the operations; and providing, to the one or more servers, the operations.Type: GrantFiled: September 24, 2019Date of Patent: April 14, 2020Assignee: Intradiem Inc.Inventors: Matthew Grady McConnell, Christopher Powell Busbee, Kevin Wilson, Eric Victor Drucker, Jennifer Christine East, Michael Carl Jarus