Patents by Inventor Murray Jenson

Murray Jenson 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).

  • Contact center service monitoring and correcting
    Patent number: 8938063
    Abstract: A contact center is provided that includes a plurality of agents for servicing incoming contacts and an event manager that is operable to monitor various administrative changes made within the contact center, determine if those changes had a positive or negative effect on the contact center performance (either locally or globally), and reverse the change if it is determined that the change resulted in negative effect on the contact center.
    Type: Grant
    Filed: September 7, 2006
    Date of Patent: January 20, 2015
    Assignee: Avaya Inc.
    Inventors: Kenneth R. Hackbarth, Murray Jenson, Sarah H. Kiefhaber, Joylee Kohler
  • Contact center performance prediction
    Patent number: 8811597
    Abstract: A contact center is provided that includes a plurality of agents for servicing incoming contacts and an a performance analysis module that compares a proposed contact center configuration and/or change in secondary contact center performance parameter against a set of contact center templates, the contact center templates defining a historical contact center configuration as of respective points in time and, based on the results of this operation, predicts an impact on a primary contact center performance parameter if the proposed contact center configuration and/or change in secondary performance parameter were to be implemented.
    Type: Grant
    Filed: September 28, 2006
    Date of Patent: August 19, 2014
    Assignee: Avaya Inc.
    Inventors: Kenneth R. Hackbarth, Murray Jenson, Sarah H. Kiefhaber, Joylee Kohler, Douglas W. Swartz
  • Method for discovering problem agent behaviors
    Patent number: 7809127
    Abstract: A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.
    Type: Grant
    Filed: July 28, 2005
    Date of Patent: October 5, 2010
    Assignee: Avaya Inc.
    Inventors: Kenneth R. Hackbarth, Jr., Murray Jenson, Joylee E. Kohler, Henry R. Paddock, Katherine A. Sobus, David Zanoni
  • Method for discovering problem agent behaviors
    Publication number: 20060271418
    Abstract: A contact center is provided that includes a plurality of agents for servicing incoming contacts and a target behavior identification module operable to (i) process a set of events to yield a corresponding measure; (ii) compare the measure to a plurality of rule sets, each of the rule sets corresponding to a different type of target behavior; and (iii) when the measure is defined by the a selected rule set, associate the measure with a type of target behavior corresponding to the selected rule set.
    Type: Application
    Filed: July 28, 2005
    Publication date: November 30, 2006
    Applicant: Avaya Technology Corp.
    Inventors: Kenneth Hackbarth,, Murray Jenson, Joylee Kohler, Henry Paddock, Katherine Sobus, David Zanoni