Patents by Inventor Michael R. Palmquist

Michael R. Palmquist 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).

  • Method and apparatus for segmenting work in a contact center
    Patent number: 9094517
    Abstract: Provided herein is a method and system for segmenting work implemented in a contact center server. The method may include: creating a plurality of common skill options; creating a service skill definition tree comprising a plurality of service skill options, wherein each of the plurality of common skill options is associated with the service skill definition tree; receiving a contact from a customer; obtaining a common skill option selection, wherein the common skill option is selected from the plurality of common skill options by the customer; transmitting the plurality of service skill options to the customer, and receiving a service skill option selection from the customer, wherein the service skill option selection is selected from the plurality of service skill options; and segmenting the contact to an agent associated with the common skill option selection and service skill option selection.
    Type: Grant
    Filed: January 25, 2011
    Date of Patent: July 28, 2015
    Assignee: Avaya Inc.
    Inventors: Michael R. Palmquist, Robert Snyder
  • METHOD AND APPARATUS FOR SEGMENTING WORK IN A CONTACT CENTER
    Publication number: 20120189115
    Abstract: Provided herein is a method and system for segmenting work implemented in a contact center server. The method may include: creating a plurality of common skill options; creating a service skill definition tree comprising a plurality of service skill options, wherein each of the plurality of common skill options is associated with the service skill definition tree; receiving a contact from a customer; obtaining a common skill option selection, wherein the common skill option is selected from the plurality of common skill options by the customer; transmitting the plurality of service skill options to the customer, and receiving a service skill option selection from the customer, wherein the service skill option selection is selected from the plurality of service skill options; and segmenting the contact to an agent associated with the common skill option selection and service skill option selection.
    Type: Application
    Filed: January 25, 2011
    Publication date: July 26, 2012
    Applicant: AVAYA INC.
    Inventors: Michael R. Palmquist, Robert Snyder