Patents by Inventor Paul A. Vizard

Paul A. Vizard 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 system for monitoring call center service representatives
    Patent number: 6058163
    Abstract: A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center using a variety of scheduling criteria. Monitoring schedules for the service representatives may be based on monitoring periods having scheduling criteria, such as a time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system record a customer call if the scheduling criteria of the associated monitoring period is met.
    Type: Grant
    Filed: May 12, 1997
    Date of Patent: May 2, 2000
    Assignee: Teknekron Infoswitch Corporation
    Inventors: Jon A. Pattison, Paul A. Vizard, Michael J. Maloney, David T. McCalmont
  • Method and system for monitoring call center service representatives
    Patent number: 5946375
    Abstract: A method and system permit monitoring of a call center agent or similar service representative in servicing calls in a call center by logging sessions. The logged sessions may be selectively played back based on a number of scheduling criteria, including time interval, a scheduling rule, a number of calls, a monitoring length, a random indicator, call type information, agent performance level information, call traffic information, and others. The method and system plays back those portions of the logged sessions that meet the scheduling criteria.
    Type: Grant
    Filed: May 12, 1997
    Date of Patent: August 31, 1999
    Assignee: Teknekron Infoswitch Corporation
    Inventors: Jon A. Pattison, Paul A. Vizard, Michael J. Maloney, David T. McCalmont