Agent Assignment (e.g., Allocation Of Agent's Time To A Specific Task) Patents (Class 379/265.05)
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Patent number: 7418093Abstract: A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms.Type: GrantFiled: January 30, 2007Date of Patent: August 26, 2008Assignee: AT&T Knowledge Ventures, L.P.Inventors: Benjamin A. Knott, Robert R. Bushey
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Patent number: 7412410Abstract: A system and method for notifying salespersons of customer communications including a target item is provided. Individual customers are mapped to one or more salespersons. Target items of interest to a salesperson are defined and a salesperson is associated with a customer. For each salesperson, on-line communication channels are monitored for the occurrence of a communications involving a customer associated with the salesperson and including a target item defined by the salesperson. When such an occurrence happens, a notification is directed to the salesperson. Salesperson access to the system and customer access to the on-line communication channels requires authorization.Type: GrantFiled: September 30, 2005Date of Patent: August 12, 2008Assignee: AT&T CorpInventor: Steven Todd
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Patent number: 7409054Abstract: According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. A similar feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both.Type: GrantFiled: October 20, 2006Date of Patent: August 5, 2008Assignee: Genesys Telecommunications Laboratories, IncInventor: Brian R. Galvin
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Patent number: 7406171Abstract: Systems and methods for scheduling of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of forecasting network data for a future time interval from past network data, determining a group of agents, forecasting group statistics using at least the forecasted network data, and assigning a second group of agents to work the future time interval. Another embodiment can be described as an agent scheduler system that has logic configured to forecast network data for a future time interval using past network data, logic configured to determine a first group of agents, logic configured to forecast group statistics using the forecasted network data and the agent profiles of the agents in the first group, and logic configured to assign a second group of agents to work the given time interval.Type: GrantFiled: December 19, 2003Date of Patent: July 29, 2008Assignee: AT&T Delaware Intellectual Property, Inc.Inventor: Raymond Whitman, Jr.
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Patent number: 7406515Abstract: A system and method for blending tasks received from a plurality of media switches. The method comprises receiving a plurality of task data indicating a plurality of tasks and a plurality of agent data indicating a plurality of agents. The task data and the agent data are stored in a database system. Tasks are assigned to the agents according to workflows. The system comprises a blending engine coupled to a plurality of media switches and a plurality of agent workstations coupled to the blending engine. The blending engine receives a plurality of task data from the media switches. The agent workstations provide a plurality of agent data to the blending engine. The blending engine provides a plurality of task assignments to the agent workstations according to workflows.Type: GrantFiled: June 27, 2000Date of Patent: July 29, 2008Assignee: Aspect CommunicationsInventors: Robert H. Joyce, Munisekaran Madhipatla, Allan Michael Moore, Rick A. Perotti
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Patent number: 7401112Abstract: A method of executing a transaction task within a transaction processing system includes, responsive to an event, the steps of identifying a workflow associated with the event. A transaction task, that at least partially executes the workflow, is distributed to an available thread within a pool threads operating within a multiprocessor system, that may be a Symmetrical Multiprocessor (SMP) system.Type: GrantFiled: May 26, 1999Date of Patent: July 15, 2008Assignee: Aspect Communication CorporationInventors: Paul E. Matz, Glen K. Okita, Gebran Chahrouri, Michael Butensky
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Patent number: 7398230Abstract: A system and method for notifying salespersons of customer communications including a target item is provided. Individual customers are mapped to one or more salespersons. Target items of interest to a salesperson are defined and a salesperson is associated with a customer. For each salesperson, on-line communication channels are monitored for the occurrence of a communications involving a customer associated with the salesperson and including a target item defined by the salesperson. When such an occurrence happens, a notification is directed to the salesperson. Salesperson access to the system and customer access to the on-line communication channels requires authorization.Type: GrantFiled: September 30, 2005Date of Patent: July 8, 2008Assignee: AT&T Corp.Inventor: Steven Todd
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Patent number: 7395227Abstract: A system and method for notifying salespersons of customer communications including a target item is provided. Individual customers are mapped to one or more salespersons. Target items of interest to a salesperson are defined and a salesperson is associated with a customer. For each salesperson, on-line communication channels are monitored for the occurrence of a communications involving a customer associated with the salesperson and including a target item defined by the salesperson. When such an occurrence happens, a notification is directed to the salesperson. Salesperson access to the system and customer access to the on-line communication channels requires authorization.Type: GrantFiled: September 30, 2005Date of Patent: July 1, 2008Assignee: AT&T Corp.Inventor: Steven Todd
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Patent number: 7395224Abstract: A system and method for notifying salespersons of customer communications including a target item is provided. Individual customers are mapped to one or more salespersons. Target items of interest to a salesperson are defined and a salesperson is associated with a customer. For each salesperson, on-line communication channels are monitored for the occurrence of a communications involving a customer associated with the salesperson and including a target item defined by the salesperson. When such an occurrence happens, a notification is directed to the salesperson. Salesperson access to the system and customer access to the on-line communication channels requires authorization.Type: GrantFiled: May 7, 2001Date of Patent: July 1, 2008Assignee: AT&T Corp.Inventor: Steven Todd
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Patent number: 7386113Abstract: According to the invention, a system and method for integrating agent scripting and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. In another embodiment of the invention, a method in which information is passed from an agent scripting engine to a forecasting engine or an adherence module of a workforce management system, or both, is disclosed.Type: GrantFiled: February 24, 2003Date of Patent: June 10, 2008Assignee: Genesys Telecommunications Laboratories, Inc.Inventor: Brian R. Galvin
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Patent number: 7386114Abstract: Session-based data, such as call detail accounting information, is tracked and distributed to a plurality of servers in a distributed telephony environment. One type of session is a telephone call between participants. Session-based data includes information about a session provided by the switches along the media path. Session-based data further includes information related to the session obtained from the application layer (e.g., user input metadata). A network proxy maintains a participant list to which the session data is distributed. The network proxy sends updates to the participants and determines the network status to implement fault tolerance of data distribution.Type: GrantFiled: January 8, 2004Date of Patent: June 10, 2008Assignee: Shortel, Inc.Inventor: Kenneth A. Robesky
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Patent number: 7382773Abstract: The present invention is a system and method of receiving realtime and non-realtime communications from customers, distributing those communications efficiently to an appropriate agent and providing a response to the communication within an appropriate time. The present invention utilizes a hub and node architecture where realtime communications such as a voice call entering the architecture are received by a Voice over Internet Protocol (VoIP) gateway before being sent to a voice server. Other realtime and non-realtime communications are received by an appropriate media server. Routers for each media type access a predetermined set of routing data with an application server through a corporate and CRM database to facilitate routing through a node router to the appropriate node and agent.Type: GrantFiled: July 31, 2003Date of Patent: June 3, 2008Assignee: Intervoice, Inc.Inventors: Carl Schoeneberger, Justin Broughton, Michael P. Dimitroff, Kevin McPartian, Charles Hymes, Chandra Pisupati
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Patent number: 7343010Abstract: According to the invention, a system and method for integrating call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said routing system, said information exchange being unidirectional in either direction, or bidirectional. In another embodiment of the invention, a method in which information is passed from a call routing system to a forecasting engine or an adherence module of a workforce management system, or both, is disclosed.Type: GrantFiled: February 24, 2003Date of Patent: March 11, 2008Assignee: Genesys Telecommunications Laboratories, Inc.Inventor: Brian R. Galvin
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Patent number: 7321657Abstract: Systems and methods for dynamic allocation of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of receiving network data for a given time interval, where the network data is related to calls between users of the network and agents having agent-profiles that worked during the first time interval; determining a desired number of agents to work during another time interval based at least in part on the profiles of the agents that worked in the network during the given time interval; and assigning a group of agents to work during the other time interval, where the number of agents in the group is equal to the desired number.Type: GrantFiled: December 19, 2003Date of Patent: January 22, 2008Assignee: AT&T Delaware Intellectual Property, Inc.Inventor: Raymond Whitman, Jr.
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Patent number: 7313232Abstract: The present invention provides for efficient monitoring of operator services calls. A packet gateway is provided in association with a telephony switch, such that circuit-switched connections through a switching fabric of the telephony switch are supported by the packet gateway. The packet gateway provides an interface between the switching fabric and a packet network, which supports operator terminals as well as monitor terminals from which interactions between operators and callers may be monitored. Upon setting up the circuit-switched connection for the operator services call, the gateway will establish voice sessions with both the operator terminal and the monitor terminal. The voice sessions with the operator terminal facilitate bi-directional communications with the caller via the circuit-switched connection over the packet fabric. The voice interaction between the caller and operator is provided to the monitor terminal over another voice session for monitoring by the monitor.Type: GrantFiled: August 26, 2003Date of Patent: December 25, 2007Assignee: Nortel Networks LimitedInventor: Michael Craig Presnell
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Patent number: 7298763Abstract: A system for assuring quality-of service for Data Network Telephone (DNT) calls, such as Internet Protocol Network Telephony (IPNT) calls has software for monitoring established DNT calls for adequate bandwidth. A threshold bandwidth, or parameter value related to bandwidth is stored, and tests are periodically made on the DNT call path and compared to the threshold. If the available bandwidth falls below the threshold, an alternative conventional call, such as a PSTN or ISDN call is made to replace the DNT call. Once the alternative call is established, the original call is ended. After the original call is ended, tests of the DNT path continue, and, in some cases, if adequate DNT bandwidth becomes available, the call is switched back to DNT. In some cases, alerts are posted for call participants, and provision is made for approval by one or both participants in a call for a switch in service type to be made.Type: GrantFiled: September 30, 2003Date of Patent: November 20, 2007Assignee: Genesys Telecommunications Laboratories, IncInventors: Richard B Pickering, Douglas Gisby
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Patent number: 7272217Abstract: A telecommunications system and method provides a time slicing capability whereby alternate services, such as advertising, can be provided to a party while being kept on hold. Thus, charges associated with portions of the call during which alternate services are provided can be billed to other parties, such as advertisers, and the cost for the call to the caller or the called party can be reduced. The connection between the caller and the called party is maintained during the time that alternate services are being provided so that when either the caller or the called party is available to accept or resume a call, the alternate services are terminated and the caller and called party are reconnected.Type: GrantFiled: December 16, 1998Date of Patent: September 18, 2007Assignee: AT&T Corp.Inventor: Rao Kocharlakota
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Patent number: 7239692Abstract: A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.Type: GrantFiled: November 20, 2006Date of Patent: July 3, 2007Assignee: Austin Logistics IncorporatedInventors: Richard Rodenbusch, Daniel N. Duncan
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Patent number: 7228260Abstract: In a role-playing simulation apparatus, a setting section sets a plurality of patterns of parameters indicating characters of player agents who participate in a virtual role-playing and also sets patterns of negotiation rules, and player agent sections realize the player agents. A lecture attendant agent section realizes a lecture attendant agent who carries out virtual negotiations with the player agents, a learning material preparing section allows the player agents and the lecture attendant agent to carry out negotiations, a learning material evaluating section evaluates a negotiation result for each combination and sets a parameter evaluated with at least a predetermined level as a learning material, and a lecture attendance processor that allows the player agents and an actual lecture attendant to execute a virtual role-playing based on the learning material.Type: GrantFiled: January 31, 2003Date of Patent: June 5, 2007Assignee: Fujitsu LimitedInventors: Akio Fujino, Masaru Nakagaki, Hiroshi Hatakama
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Patent number: 7221752Abstract: A service feature server makes it possible to provide service features in addition to the service features that are already provided in a telecommunications system. A separate module is provided for this purpose in the telecommunications system, which coordinates the calling of service features on the service feature server and on the telecommunications system, and controls the presentation of the corresponding service features on an operator switching position. The operator switching position is intended to be, for example, a personal computer, for which an operator interface need be created only for the additional service features. Access is made to the standard operator interface in order to use standard service features, and to the additional operator interface for the additional service features. In particular, the new functionality offers the operator a plurality of queues, which he or she can access separately.Type: GrantFiled: February 18, 2003Date of Patent: May 22, 2007Assignee: Siemens AktiengesellschaftInventor: Helmut Kienberger
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Patent number: 7177316Abstract: The best available expert is linked to a client in order to assist the client in understanding information obtained from computerized searches. The client and expert may be a part of the same or different networks. A resource matching program identifies and generates a concept from inquiries launched by the client. The concept is compared against an expert datasource which comprises data concerning the skills and knowledge of experts. This comparison, along with a set of availability rules, helps locate the best available expert. Once such an expert is located a link is established with the expert. The link may comprise a variety of communication methods including telephony, electronic mail, Internet, facsimile or wireless methods.Type: GrantFiled: December 20, 1999Date of Patent: February 13, 2007Assignee: Avaya Technology Corp.Inventor: Kenneth C. Pilecek
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Patent number: 7174010Abstract: Improving the frequency with which agents complete training in a call center or other constituent contact environment. Agents working in call centers are typically given periodic training to improve their skills. Training breaks are scheduled at various times throughout the day that can depend on the workload of the call center. However, often times the agents are unable to receive or complete their training during the scheduled training break due to unexpected work loads and other interruptions. The present invention enables monitoring and recording of whether training is received and completed during a training break. If the training was not completed, the training break is stored and rescheduled for a later time. The invention also facilitates completion of missed training breaks by providing spontaneous training breaks during periods of unexpectedly lower workload at the call center.Type: GrantFiled: September 20, 2002Date of Patent: February 6, 2007Assignee: Knowlagent, Inc.Inventors: John C. C. McIIwaine, Matthew G. A. McConnell, Surj Ramlogan
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Patent number: 7162018Abstract: When a call from external telephone network can not be forwarded to a telephone terminal used by a requested communicator, a client PC of the communicator who took the call, accepts an inputting of call back data, displaying the call back message, to communicate to the requested communicator by the concerned communicator. The concerned client PC sends the accepted call back data to the client PC used by the designated requested communicator. When the client PC of the sending destination receives the call back data, it notifies the concerned communicator that he/she has received a call back data. Furthermore, the client PC of the sending destination responds to an instruction by a communicator, and lists the received call back data in the inputted order.Type: GrantFiled: July 7, 2003Date of Patent: January 9, 2007Assignee: Ricoh Company, Ltd.Inventors: Shunichi Toyoshima, Masatoshi Kohra, Hideo Ogawa
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Patent number: 7158629Abstract: A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.Type: GrantFiled: June 7, 2006Date of Patent: January 2, 2007Assignee: Austin Logistics IncorporatedInventors: Richard Rodenbusch, Daniel N. Duncan
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Patent number: 7142662Abstract: A method and system is provided for the distribution of outbound telephone calls. This method and system includes dialing devices receiving call records and providing telephone calls to one or more agents. Interfaced with the dialing device is a distribution module including pools and queues. The distribution module places the call records into the pools and transfers less than all of the call records to the queues to allow for calling by the dialing devices at peak efficiency. The distribution module transfers the queues to the dialing devices so that the dialing device can place telephone calls. The distribution module monitors the queues to determine when to send additional call records to the queues. In addition, distribution module monitors the results of the call records and updates the call records in the pools so that call records with unsuccessful outcomes can be safely called again later in the day.Type: GrantFiled: July 9, 2001Date of Patent: November 28, 2006Assignee: Austin Logistics IncorporatedInventors: Richard Rodenbusch, Daniel N Duncan
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Patent number: 7127059Abstract: According to the invention, a system and method for integrating agent scripting, call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of the workforce management system against those of the other two systems, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the agent scripting engine and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional. A similar feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both.Type: GrantFiled: February 24, 2003Date of Patent: October 24, 2006Assignee: Genesys Telecommunications Laboratories, Inc.Inventor: Brian R. Galvin
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Patent number: 7103173Abstract: A method and system is provided for the preemptive goals based distribution of contact records. This method and system includes devices receiving contact records and providing customer contacts to one or more agents. Interfaced with the device is a distribution module including pools and queues. The distribution module places the contact records into the pools and transfers less than all of the contact records to the queues to allow for processing by the devices at peak efficiency. The distribution module transfers the queues to the devices so that the device can place customer contact attempts. A goal module, associated with the distribution module, monitors the performance of the pools. The goal module modifies which queues the pools transfer contact records to based on the performance of the pools thereby allowing the contact records to be distributed in accordance with performance goals for the pools.Type: GrantFiled: March 12, 2002Date of Patent: September 5, 2006Assignee: Austin Logistics IncorporatedInventors: Richard Rodenbusch, Daniel N. Duncan
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Patent number: 7076043Abstract: In a communication system, a delayed call dialing processing system and method are described. The delayed call dialing processing system includes logic that allows a caller wishing to call a callee to delegate the task of monitoring presence information to detect when the callee is present to accept the call. The delayed call dialing process system further allows the caller to delegate the task of monitoring the delayed call and then makes the delegated task visible to the caller to enable the caller to either reschedule the delayed call or cancel the delayed call after the call has been queued for delay dialing. When presence information indicates that the caller and the callee are available, the calls are put through and bridged.Type: GrantFiled: May 1, 2002Date of Patent: July 11, 2006Assignee: Sun Microsystems, Inc.Inventors: David Curbow, Timothy Misner, Nigel Simpson, Vicky Oliver
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Patent number: 7031442Abstract: A client-server telephone call router system as part of a customer premises system has a client-server router adapted to execute on a telephony switch, such as a public branch exchange (PBX) or other telephony switch, or on a processor connected by CTI link to a telephony switch. The telephony switch or processor executing the router is connected to a local area network (LAN) that also interconnects computer workstations proximate to telephones connected to the telephony switch. Client user interface applications run on the computer workstations, allowing clients to edit routing rules for the router, which has a list of routing rules keyed to users and workstations of the customer premises system. The editing rules are kept by the router in portions dedicated to individual users. With this system a user can edit at a workstation on the LAN his\her own routing rules, and transmit the edits to the client-server router where the rules will be followed to route calls for that user and protocol.Type: GrantFiled: September 12, 1997Date of Patent: April 18, 2006Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Igor Neyman, Michail Barskiy, Alec Miloslavsky, Oleg Bondarenko, Valeriy Issayev, Andrei Petrov, Paul Karpenko, Alex Smelik, Alexander Volguin, Yuri Ostapchuk, Boris Livshits, Hamid Dadgar
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Patent number: 6988126Abstract: A contact center uses a service system to establish communication over a data network, such as the internet, between customer endpoint systems and the endpoint systems of customer service representatives, CSRs, of the contact center. The service system establishes communication between endpoint systems by joining them to an appropriate communication session with an associated transport mechanism that allows the exchange of data across the network between the joined endpoint systems. For each communication session, a respective service instance and session instance are created. The service instance provides service specific behaviour while the session instance provides generic operations for adding and removing endpoint systems to the communication session. By specifying different service-specific behaviors, a range of corresponding customer services can be offered.Type: GrantFiled: October 16, 2001Date of Patent: January 17, 2006Assignee: Hewlett-Packard Development Company, L.P.Inventors: Lawrence Wilcock, Rycharde Jeffery Hawkes, Colin Andrew Low, Johannes Maria Victo Daanen
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Patent number: 6978006Abstract: A system and method are disclosed which quantify one or more attributes of a finite number of resources for effective management of such resources. Quantifiable attributes possessed by a resource may include skills or functional capabilities possessed by the resources, as examples. A request for service by one or more of the resources is received, and at least one attribute desired by the request is quantified. Based at least in part on the quantified attributes of the resources and the quantified attributes desired by the request, at least one suitable resource for servicing the received request is determined. Most preferably, attributes of resources may be quantified along a scale, such as a scale of 0 to 100. For example, within a telephony call center, attributes possessed by agents, such as language skills or product knowledge may be quantified along such a scale. A request for service may be received, and the attributes of a resource desired by the request are quantified along such a scale.Type: GrantFiled: October 12, 2000Date of Patent: December 20, 2005Assignee: Intervoice Limited PartnershipInventor: Michael J. Polcyn
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Method and system for skills-based planning and scheduling in a workforce contact center environment
Patent number: 6970829Abstract: A method of forecasting, allocating and scheduling in a single or multi-site skills-based contact or call center environment organized into a hierarchy of zero or more business units at a first, upper level, one or more contact types at a second, intermediate level, and one or more management units at a third, lower level. A user creates (a) a set of given contact allocations that define how contacts are distributed from a given business unit to multiple contact types, and (b) a set of given requirement allocations that define how agent requirements are distributed from a contact type to one or more management units. Agent availability by contact type is then predicted to generate agent availability data. Thereafter, forecasted contacts and forecasted agent requirements are allocated based on the given contact and requirement allocations as well as the agent availability data.Type: GrantFiled: February 14, 2000Date of Patent: November 29, 2005Assignee: IEX CorporationInventor: Paul H. Leamon -
Patent number: 6928155Abstract: A method for incorporating functions of an automatic call distribution system into an interactive voice answering system wherein the interactive voice response system coupled to an automatic call distribution system is influenced by communication terminal equipment such that a request for reserving an available agent to the automatic call distribution system is communicated. Given the reservation of a requested agent, the allocated communication system is influenced such that the communication terminal equipment is transferred to the reserved agent communication terminal equipment.Type: GrantFiled: August 13, 1997Date of Patent: August 9, 2005Assignee: Siemens AktiengesellschaftInventors: Reinhard Knitl, Alois Ranzinger, Alexander Schliwa
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Patent number: 6924749Abstract: A system, method, apparatus, means, and computer program code for facilitating customer service for a parking facility. A parking facility may include one or more garage stations, such as an entry system, exit system, pay station, camera, telephone or other communication device, etc. The garage stations may be in communication directly or indirectly with a call center to report alerts, indicate malfunctions or other problems, or provide other messages. In addition, a customer at the parking facility may use a telephone or other communication device to initiate communication with the call center in order to ask a question, report a problem, etc. The call center may route information regarding an event at a parking facility to an agent station associated with an agent assigned or otherwise selected to respond to the event.Type: GrantFiled: April 25, 2003Date of Patent: August 2, 2005Assignee: General Electric Capital CorporationInventors: David Nelson, Walt Tracy
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Patent number: 6914975Abstract: A computer-based method interactively trains call center personnel using at least one call scenario involving simulated customer interactions. The call scenario includes multiple dialog segments, each of which includes a preprogrammed customer portion and at least one keyword. The dialog segments are sequentially executed by providing the customer portion to a trainee terminal and receiving a trainee response. It is determined whether the trainee response includes the keyword corresponding to each dialog segment. The keyword may be replaced with an updated keyword, and the trainee response to the customer portion is compared to the updated keyword. When each dialog segment has been sequentially executed, a summary of the trainee's performance with respect to the call scenario is displayed on a graphical user interface, including the number of trainee responses that included the at least one keyword corresponding to each dialog segment.Type: GrantFiled: February 21, 2002Date of Patent: July 5, 2005Assignee: SBC Properties, L.P.Inventors: Robert Kevin Koehler, Gregory Scott Schatzlein, Marie Jeanine Glaspie
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Patent number: 6910072Abstract: In a multimedia call center (MMCC) operating through an operating system, a client-specific self-help wizard is provided for active clients and updated periodically with information related to client transaction history with the MMCC. A connected client is presented by the wizard with a selective media function through which the client may a select a media type for interaction and help, and the MMCC will then re-contact the client through the selected media. The client, for example, may select IP or COST telephony, and the MMCC will place a call to the client to a number or IP address listed for the client, and interactivity will then be through an interactive voice response unit. Help information specific to a client is updated in the client's wizard periodically according to ongoing transaction history with the MMCC. The wizard may also monitor client activity with the wizard and make reports available to various persons.Type: GrantFiled: March 20, 2003Date of Patent: June 21, 2005Assignee: Genesys Telecommunications Laboratories, Inc.Inventors: Christopher Clemmett Macleod Beck, Jonathan Michael Berke, Joel A Johnstone, Robin Marie Mitchell, James Karl Powers, Mark Franklin Sidell, Charles Dazler Knuff
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Patent number: 6870926Abstract: A method and apparatus are provided for allocating resources within a call center based upon a predetermined business rule of an enterprise controlling the call center. The method includes the steps of analyzing records from a plurality of call transactions based upon the predetermined business rule, recognizing a correlation among the call transaction records based upon the predetermined business rule and adjusting a resource of the call transactions based upon the recognized correlation and predetermined business rule.Type: GrantFiled: November 6, 2001Date of Patent: March 22, 2005Assignee: Rockwell Electronic Commerce Technologies, LLCInventors: Craig R. Shambaugh, Joe Bloom, Anthony J. Dezonno, David Funck, Jeff Hodson, Eric James, Michael Peters, Mark J. Power, Dave Mosquera, Nayel Saleh
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Patent number: 6868153Abstract: A method and apparatus are provided for measuring a call handling efficiency of a call center. The method includes the steps of measuring a touch-point indicia for a call and adding the measured indicia to a touch point history of the call.Type: GrantFiled: March 12, 2002Date of Patent: March 15, 2005Assignee: Rockwell Electronic Commerce Technologies, LLCInventors: Anthony Dezonno, Jeff Hodson, Roger Sumner, Carlo Bonifazi, Mark Michelson, Robert Beckstrom, Mark Power, Craig Shambaugh
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Patent number: 6859523Abstract: A computer implemented method, a system, and a software product to automatically manage one or more human workers carrying out a process of manipulating source data provided to produce result data. The process including a set of one or more task steps each having an input and resulting in a task result. The computer implemented method includes receiving units of source data from a customer. For each unit of source data and each task step for the unit of source data, the method includes dispatching the task step and its corresponding input unit to a worker and, after the worker carries out the dispatched task step on the input unit, receiving the task result corresponding to the dispatched task step and input unit from the worker.Type: GrantFiled: November 14, 2001Date of Patent: February 22, 2005Assignee: Qgenisys, Inc.Inventors: David J. Jilk, Brian L. Kellner, Victor Ganora, Thomas A. Kotsines
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Patent number: 6856680Abstract: A method and apparatus are provided for dynamically reassigning agents among call types in a call distribution system having a plurality of agents assigned to a plurality of call types. The method includes the steps of detecting a deficiency in agent responsibility assigned to a call type of the plurality of call types based upon a measured service parameter and corresponding target service parameter and determining an agent allocation among the plurality of call types best suited to correct the deficiency.Type: GrantFiled: September 24, 2001Date of Patent: February 15, 2005Assignee: Rockwell Electronic Commerce Technologies, LLCInventors: Ole J. Mengshoel, Ken Fertig, Sudhakar Reddy
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Patent number: 6853721Abstract: An apparatus is provided for reallocating agent responsibility for servicing a plurality of call types received by an automatic call distributor. The apparatus includes an autopilot adapted to form a plurality of proposed alternative fractional call assignments among the plurality of call types for an agent of the automatic call distributor, a performance predictor adapted to calculate a service parameter for each of the plurality of call types for each of the formed alternate agent call assignments and a comparator adapted to automatically select an agent assignment of the plurality of formed alternative agent assignments based upon the calculated service parameter.Type: GrantFiled: September 30, 2002Date of Patent: February 8, 2005Assignee: Rockwell Electronic Commerce Technologies, LLCInventors: Ole J. Mengshoel, Ken Fertig, Sudhakar Reddy
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Patent number: 6847711Abstract: A method of evaluating a design for a call center system. A particular system is put into use and data collected to quantify various quality of service factors. Each quality of service factor is multiplied times an expense multiplier and added to an agent cost factor. The result is a metric that describes the system in monetary terms.Type: GrantFiled: February 13, 2003Date of Patent: January 25, 2005Assignee: SBC Properties, L.P.Inventors: Benjamin A. Knott, Robert R. Bushey
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Patent number: 6845154Abstract: A system and method are disclosed which determine the flexibility of requests and utilize such flexibility of requests in managing a finite number of resources for servicing such requests. As an exemplary implementation within a telephony call center, a caller requesting to speak with an agent of the call center may be received. The call center may ascertain whether the caller is capable and willing to speak in multiple languages, such as both English and Spanish. A caller that is so capable and willing may be more efficiently serviced by allocating the “first available” of English and Spanish speaking resources to service the caller. Thus flexible requests that are capable and willing to be serviced by any of a plurality of resources, may be utilized to more effectively manage a finite number of resources in servicing requests.Type: GrantFiled: January 23, 2001Date of Patent: January 18, 2005Assignee: Intervoice Limited PartnershipInventors: Ellis K. Cave, Jody C. Bishop
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Patent number: 6842515Abstract: A method and apparatus are provided for distributing calls in an automatic call distribution system having one or more master sites, a plurality of satellite sites and at least some agents located at each satellite site of the plurality of satellite sites. The method includes the steps of detecting a call at a master site of the automatic call distribution system, determining a call type of the call, and contemporaneously measuring a deviation from a target occupancy in handling calls of the determined call type for each agent of the at least some agents located at each satellite site. The method further includes the steps of identifying an agent with a largest relative under-utilization or the least relative over-utilization based upon the measured deviation and transferring the call from the master site to a satellite site of the plurality of satellite site where the identified agent is located.Type: GrantFiled: June 12, 2001Date of Patent: January 11, 2005Assignee: Rockwell Electronic Commerce Technologies, LLCInventors: Ole J. Mengshoel, Ken Fertig, Kurt Sunderman, Anthony Dezonno
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Patent number: 6832203Abstract: A contact (call) center technique matches the best available contact center agent with contacts requiring particular services. As contacts arrive, skills required for each service or contact are correlated with skills possessed by agents, and the best available agent is assigned to process the contact.Type: GrantFiled: November 5, 1999Date of Patent: December 14, 2004Assignee: CIM, Ltd.Inventors: Jose Villena, Eyal Ben-Chanoch
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Patent number: 6829585Abstract: An expert availability system provides an integrated approach to providing users of a computer system with assisted help on a specific subject, problem or project as well as indicating expert availability and queue statistics through a graphical applet. The system further offers flexibility in providing direct human interaction by linking a group of experts through a web site. For a specific subject, the system provides two distinct paths to the user, an Education Path and an Expert Assistance Path. The system further provides the user an opportunity to contact an expert through a direct e-mail link, or to chat on-line with an expert and to obtain phone call assistance at the user's request.Type: GrantFiled: July 6, 2000Date of Patent: December 7, 2004Assignee: General Electric CompanyInventors: Sukhminder S. Grewal, Russell Danziger
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Publication number: 20040240659Abstract: A computer system and method is disclosed that includes a call queue server that receives incoming calls and routes the calls to a telephone at the agent's workstation only after the agent accepts the request to take the call. A system and method is disclosed that includes a plurality of call queue servers, a queue monitor server, and a plurality of agent workstations, for distributing calls across multiple call center locations. Each call queue server receiving an incoming call sends a notification to the queue monitor server that in turn notifies each of the remaining call queue servers about the call. Each call queue server is thus able to maintain a current view of all activity across multiple call centers.Type: ApplicationFiled: May 30, 2003Publication date: December 2, 2004Inventors: Michael D. Gagle, Michael Schmidt
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Publication number: 20040234066Abstract: A method for optimizing a workload of an agent of the transaction processing system is disclosed, where the agent handles inbound and outbound calls and the calls are based on voice-dialog communication and/or text-dialog communication. The method includes obtaining historical data from a database based on a category of a current call handled by the agent, where the historical data provides an indication of an expected duration of the call. The method also includes determining a predicted end time of the current call. If an inbound call is pending, the inbound call is routed to the agent after the current call terminates. If an inbound call is not pending, then an outbound call number is obtained from a list of outbound call numbers to be placed, the outbound call is placed a determined amount of time prior to the predicted end time of the current call, and the outbound call is routed to the agent.Type: ApplicationFiled: May 20, 2003Publication date: November 25, 2004Inventors: Robert P. Beckstrom, Eric James
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Publication number: 20040213399Abstract: A system, method, apparatus, means, and computer program code for facilitating customer service for a parking facility. A parking facility may include one or more garage stations, such as an entry system, exit system, pay station, camera, telephone or other communication device, etc. The garage stations may be in communication directly or indirectly with a call center to report alerts, indicate malfunctions or other problems, or provide other messages. In addition, a customer at the parking facility may use a telephone or other communication device to initiate communication with the call center in order to ask a question, report a problem, etc. The call center may route information regarding an event at a parking facility to an agent station associated with an agent assigned or otherwise selected to respond to the event.Type: ApplicationFiled: April 25, 2003Publication date: October 28, 2004Inventors: David Nelson, Walt Tracy
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Patent number: 6801899Abstract: This invention provides for a method of (or apparatus for) facilitating the delivery of advice to consumers using a server unit which can store and display the names and characteristics of experts and then rapidly assist in connecting the expert and consumer for real-time communication. The server can also have the ability to receive keywords from the consumer, match those keywords to one or more experts, and tell the consumer how to contact an expert.Type: GrantFiled: March 26, 2002Date of Patent: October 5, 2004Assignee: Ingenio, Inc.Inventor: Randall B. Lauffer