Patents by Inventor William Edward Gourlay

William Edward Gourlay 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).

  • Arrangement for using dynamic metrics to monitor contact center performance
    Patent number: 6700971
    Abstract: An arrangement (100) for monitoring contact-center (104-108) performance automates the monitoring process by using a database schema (250-270) that records (200-224) the contact center to be monitored, its skills, the locations where the skills are located (in the case of a distributed contact center), the objective or target value for a given skill attribute (such as average speed of answer, maximum delay, etc.), the acceptable deviation from the objective (tolerance), the maximum acceptable deviation between locations (in the case of a distributed contact center), the periodicity or frequency of the monitoring, and the comparison operator needed to determine how a given observed or actual value for the skill attribute is to be compared with its specified objective and tolerance. Monitoring is then effected (300-366) as follows.
    Type: Grant
    Filed: November 27, 2000
    Date of Patent: March 2, 2004
    Assignee: Avaya Technology Corp.
    Inventors: Richard Alan Cohen, William Edward Gourlay, Marcus Knotts, Gokul Chander Prabhakar