Patents by Inventor Michael Robert Bourke, Jr.

Michael Robert Bourke, Jr. 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).

  • Systems and methods for scheduling call center agents using quality data and correlation-based discovery
    Patent number: 7853006
    Abstract: Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.
    Type: Grant
    Filed: February 22, 2006
    Date of Patent: December 14, 2010
    Assignee: Verint Americas Inc.
    Inventors: Jason Fama, Michael Robert Bourke, Jr., Edward Hamilton, Jeff Iannone, Illah Nourbakhsh, Joseph Watson, Kevin Hegebarth