Patents by Inventor Nancy Hegarty

Nancy Hegarty 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).

  • Multi-media contact channel in agent state control system and method for use in a contact center
    Patent number: 8270591
    Abstract: A channel and agent state control system and method is used in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over the contact channels. The agents are allocated to one or more contact channel tasks corresponding to the contact channels. The system and method reallocates the agents between the contact channels based upon real-time contact channel state data and the agent states. The system and method can be configured by a user to determine when reallocation is needed within a contact channel and to determine how the agents are reallocated.
    Type: Grant
    Filed: August 23, 2005
    Date of Patent: September 18, 2012
    Assignee: Aspect Software, Inc.
    Inventors: Christopher Stanley Lawrence, Nancy Hegarty
  • Multi-media contact channel in agent state control system and method for use in a contact center
    Publication number: 20070055777
    Abstract: A channel and agent state control system and method is used in a contact center having a plurality of multi-media contact channels and a plurality of agents for handling communications over the contact channels. The agents are allocated to one or more contact channel tasks corresponding to the contact channels. The system and method reallocates the agents between the contact channels based upon real-time contact channel state data and the agent states. The system and method can be configured by a user to determine when reallocation is needed within a contact channel and to determine how the agents are reallocated.
    Type: Application
    Filed: August 23, 2005
    Publication date: March 8, 2007
    Applicant: CIM Ltd.
    Inventors: Christopher Lawrence, Nancy Hegarty