Patents by Inventor Robert W. Lieberman

Robert W. Lieberman 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).

  • Optimal dynamic agent state assignment
    Patent number: 7424108
    Abstract: The present invention is directed toward determining an optimal mix of agents, subject to a grade of service (GOS) constraint, for handling outbound and inbound calls in a blended call center environment. Optimality is achieved through the ability to capture real time data via a real time interface (RTI) for each skill-set.
    Type: Grant
    Filed: September 12, 2003
    Date of Patent: September 9, 2008
    Assignee: Nortel Networks Limited
    Inventors: Ronald F. Gruia, Robert W. Lieberman
  • Determining expected call waiting time in a call center queue
    Patent number: 6728363
    Abstract: The estimated call waiting time process uses sampling statistics gathered over a moving window to determine the expected call wait time for each particular call into a call center. The window size is dynamically changed based on sampling theory and changes to call arrival rates and agent availability.
    Type: Grant
    Filed: December 29, 2000
    Date of Patent: April 27, 2004
    Assignee: Nortel Networks Limited
    Inventors: Robert W. Lieberman, Thien Vo-Dai
  • Optimal dynamic agent state assignment
    Patent number: 6621901
    Abstract: The present invention is directed toward determining an optimal mix of agents, subject to a grade of service (GOS) constraint, for handling outbound and inbound calls in a blended call center environment. Optimality is achieved through the ability to capture real time data via a real time interface (RTI) for each skill-set.
    Type: Grant
    Filed: December 13, 1999
    Date of Patent: September 16, 2003
    Assignee: Nortel Networks Limited
    Inventors: Ronald F. Gruia, Robert W. Lieberman
  • Determining expected call waiting time in a call center queue
    Publication number: 20020114442
    Abstract: The estimated call waiting time process uses sampling statistics gathered over a moving window to determine the expected call wait time for each particular call into a call center. The window size is dynamically changed based on sampling theory and changes to call arrival rates and agent availability.
    Type: Application
    Filed: December 29, 2000
    Publication date: August 22, 2002
    Inventors: Robert W. Lieberman, Thien Vo-Dai