Patents by Inventor Maureen Hamlin

Maureen Hamlin 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: 9401991
    Abstract: A computer-readable storage medium containing a data server application, which when executed on a processor is configured to perform an operation providing a view of performance data based on multiple performance rating criteria for evaluating multiple customer service agents across an enterprise. The operation may include receiving data corresponding to call handling for a first agent from the multiple agents and processing the received data to generate performance data for the first agent based on process steps followed by the first agent for handling a call type. The operation also includes assigning a color scheme to the process steps depending on the importance of the steps to an enterprise and transmitting a signal to display agent performance data based on the color scheme and indicative of steps missed by the first agent.
    Type: Grant
    Filed: August 17, 2015
    Date of Patent: July 26, 2016
    Assignee: FLORIDA POWER & LIGHT COMPANY
    Inventors: Maureen Hamlin, Francisco Perez, Philip Bramble
  • Publication number: 20160006872
    Abstract: A computer-readable storage medium containing a data server application, which when executed on a processor is configured to perform an operation providing a view of performance data based on multiple performance rating criteria for evaluating multiple customer service agents across an enterprise. The operation may include receiving data corresponding to call handling for a first agent from the multiple agents and processing the received data to generate performance data for the first agent based on process steps followed by the first agent for handling a call type. The operation also includes assigning a color scheme to the process steps depending on the importance of the steps to an enterprise and transmitting a signal to display agent performance data based on the color scheme and indicative of steps missed by the first agent.
    Type: Application
    Filed: August 17, 2015
    Publication date: January 7, 2016
    Applicant: FLORIDA POWER & LIGHT COMPANY
    Inventors: Maureen Hamlin, Francisco Perez, Philip Bramble, JR.
  • Patent number: 9112973
    Abstract: A computer-readable storage medium containing a data server application, which when executed on a processor is configured to perform an operation providing a view of performance data based on multiple performance rating criteria for evaluating multiple customer service agents across an enterprise. The operation may include receiving data corresponding to call handling for a first agent from the multiple agents and processing the received data to generate performance data for the first agent based on process steps followed by the first agent for handling a call type. The operation also includes assigning a color scheme to the process steps depending on the importance of the steps to an enterprise and transmitting a signal to display agent performance data based on the color scheme and indicative of steps missed by the first agent.
    Type: Grant
    Filed: December 31, 2013
    Date of Patent: August 18, 2015
    Assignee: FLORIDA POWER & LIGHT COMPANY
    Inventors: Maureen Hamlin, Francisco Perez, Philip Bramble, Jr.
  • Publication number: 20140185788
    Abstract: Disclosed is a system and method for providing a view of performance data based on a number of performance rating criteria for evaluating a plurality of customer service agents across an enterprise. The method includes receiving data corresponding to call handling for an agent; processing data to generate performance data for said first agent based on process steps followed by the agent for handling a call type; assigning a color scheme to process steps depending on the importance of the steps to an enterprise; and transmitting a signal to display agent performance data based on the color scheme and indicative of steps missed by the agent.
    Type: Application
    Filed: December 31, 2013
    Publication date: July 3, 2014
    Applicant: Florida Power & Light Company
    Inventors: Maureen Hamlin, Francisco Perez, Philip Bramble, JR.