Patents by Inventor Thomas M. Minnich, Jr.

Thomas M. Minnich, 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).

  • CALL CENTER QUEUE MANAGEMENT
    Publication number: 20120155631
    Abstract: A method for calculating an average capability for each of a plurality of agents includes obtaining call completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.
    Type: Application
    Filed: February 28, 2012
    Publication date: June 21, 2012
    Applicant: Dell Products L.P.
    Inventors: Thomas M. Minnich, JR., Ted Alan Wrenn, JR.
  • Call center queue management
    Patent number: 8150022
    Abstract: Call center queue management includes a method for calculating an average capability for each of a plurality of agents obtaining all completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.
    Type: Grant
    Filed: December 19, 2007
    Date of Patent: April 3, 2012
    Assignee: Dell Products L.P.
    Inventors: Thomas M. Minnich, Jr., Ted Alan Wrenn, Jr.
  • CALL CENTER SCHEDULE COMPLIANCE MANAGEMENT
    Publication number: 20090164289
    Abstract: A method for call center schedule compliance management includes an information handling system (IHS) obtaining schedule information. The schedule information is associated with a schedule of an agent. The IHS obtains activity information. The activity information is associated with an activity of the agent. The IHS compares the schedule information with the activity information to determine whether a schedule violation has occurred. The IHS produces schedule violation information in response to determining that the schedule violation has occurred. The IHS analyzes the schedule violation information.
    Type: Application
    Filed: December 19, 2007
    Publication date: June 25, 2009
    Applicant: DELL PRODUCTS L.P.
    Inventors: Thomas M. Minnich, JR., Ted Alan Wrenn, JR.
  • CALL CENTER QUEUE MANAGEMENT
    Publication number: 20090161849
    Abstract: Call center queue management includes a method for calculating an average capability for each of a plurality of agents obtaining call completion data for each agent. The call completion data is used to calculate a historical average for each agent. The historical average is used to calculate an average capability for each agent.
    Type: Application
    Filed: December 19, 2007
    Publication date: June 25, 2009
    Applicant: DELL PRODUCTS L.P.
    Inventors: Thomas M. Minnich, JR., Ted Alan Wrenn, JR.