Average Call Length Patents (Class 379/265.08)
  • Patent number: 10320984
    Abstract: Techniques for L3 pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for L3 pairing in a contact center system comprising identifying a first contact, identifying a first agent available for assignment to the first contact, comparing information about the first contact with information about the first agent, and postponing, by a first period of delay, assignment of the first agent and assignment of the first contact based on the comparison.
    Type: Grant
    Filed: December 30, 2016
    Date of Patent: June 11, 2019
    Assignee: Afiniti Europe Technologies Limited
    Inventor: Zia Chishti
  • Patent number: 10009234
    Abstract: A method includes obtaining, by one or more processor, data related to a service level agreement for a service from a provider, wherein the service includes providing, to a client, network resources from a shared pool of network resources in a computing environment. The one or more processor utilizes the data to generate input parameters and these input parameters include target parameters for the service level agreement, penalty parameters for the service level agreement, and statistical process control parameters. The one or more processor analyzes the input parameters to model risk associated with probability of failure of the service from the provider in a given computing environment and generates and based on the risk model, allocating, by the one or more processor, a portion of the network resources.
    Type: Grant
    Filed: November 19, 2015
    Date of Patent: June 26, 2018
    Assignee: International Business Machines Corporation
    Inventors: Randall W. Blondeau, Steven J. Mazzuca, David M. Northcutt, Daniel S. Riley, Michael H. Roehl, George E. Stark
  • Patent number: 9955012
    Abstract: A method for mapping ready agents to incoming transactions has steps for (a) placing incoming transactions in a first queue managed by software executing from a machine-readable medium on a computerized appliance; (b) issuing a determined number of invitations in a period of time to agents known to be available to consider an invitation to interact with an incoming transaction; (c) placing identification of ready agents, who have accepted an invitation to interact, in a second queue managed by the software; (d) mapping transactions from the first queue to agents from the second queue; (e) monitoring changes in state of both the first and the second queues in the time period; and (f) adjusting determined number of invitations in step (b) in a manner to drive a chosen system performance metric toward a desired target value.
    Type: Grant
    Filed: February 23, 2010
    Date of Patent: April 24, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Aleksandr Stolyar, Martin Ira Reiman, Nikolay Korolev, Vladimir Mezhibovsky, Herbert Ristock
  • Patent number: 9912813
    Abstract: A system and method for monitoring and visualizing contact center performance via a graphical user interface. A processor identifies a plurality of contact center metrics, identifies predicted values for the plurality of contact center metrics, and displays a reference geometric object having a plurality of vertices representing the predicted values for the plurality of contact center metrics. The processor also determines actual values for the plurality of contact center metrics and overlays over the display of the reference geometric object, a display of a current geometric object. The current geometric object has a plurality of vertices representing the actual values for the plurality of contact center metrics. Deviation of the current geometric object from the reference geometric object is an indication of deviation of one or more actual values from the predicted values.
    Type: Grant
    Filed: November 21, 2013
    Date of Patent: March 6, 2018
    Assignee: GENESYS TELECOMMUNICATIONS LABORATORIES, INC.
    Inventors: Leonid Vymenets, David Beilis, Michael Davies, Aaron Surty, Vyacheslav Zhakov, Vidas Placiakis
  • Patent number: 9906648
    Abstract: A method and system for prediction in a telecommunications network are described. Particularly, contact allocation, staff time distribution, and other performance metrics may be determined in a contact center operation environment comprising multiple media types and/or multiple agent skill sets for handling contact types. In an embodiment, models simulating queue behavior are built. Staff count may be altered in order to determine staffing allocations and performance scenarios using the models. Long term and short term predictions may be used to configure the telecommunication network and route communications through the telecommunications network.
    Type: Grant
    Filed: September 23, 2014
    Date of Patent: February 27, 2018
    Assignee: Interactive Intelligence Group, Inc.
    Inventors: Bayu Aji Wicaksono, Wei Xun Ter, Amit Garg
  • Patent number: 9020142
    Abstract: A method of predicting expected performance of a processing center system is accessed. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.
    Type: Grant
    Filed: February 10, 2014
    Date of Patent: April 28, 2015
    Inventors: Eric D. Kosiba, Douglas G. Newhard, Neofytos C. Papadopoulos
  • Patent number: 8964961
    Abstract: A method of routing a session from a calling party in a serving communication network of the calling party to a called party is described. The serving communication network of the calling party is distinct from a home communication network of the calling party. The method is executed by a session routing node in the serving communication network of the calling party. In order to optimize a session routing path of signaling data of the session, the method comprises receiving from the home communication network of the calling party a session routing request requesting routing the signaling data of the session to the called party via the serving communication network of the calling party, and routing the signaling data of the session to the called party via the serving communication network of the calling party based on the received session routing request.
    Type: Grant
    Filed: January 24, 2011
    Date of Patent: February 24, 2015
    Assignee: Telefonaktiebolaget L M Ericsson (publ)
    Inventors: Ralf Keller, Fredrik Lindholm, Gert Öster, Mats Ola Stille
  • Patent number: 8923503
    Abstract: Methods for enabling call center agents to adapt their servicing of incoming calls based on the estimated value of the calls are disclosed. In accordance with the first illustrative embodiment, when there is a “high-value” call waiting in the queue while one or more agents are currently servicing lower-value calls, an agent who is servicing a lower-value call is informed that there is a higher-value call waiting in the queue, and is prompted to provide an estimate of how much longer he or she will be servicing his or her current call. The call center system selects which agent the high-value call will be routed to based on: (i) the agents' responses to the prompts, and (ii) for each of the responding agents, a measure of how closely prior responses from the agent compared to the actual amount of time taken by the agent to complete servicing the call.
    Type: Grant
    Filed: April 18, 2013
    Date of Patent: December 30, 2014
    Assignee: Avaya Inc.
    Inventors: Robin H. Foster, Hongguang Li, Lynn R. Smith, Katherine A. Sobus
  • Patent number: 8903080
    Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, determine an estimated wait time for contacts waiting to be serviced by resources of the contact center without relying on the traditional First-In-First-Out behavior of contact centers.
    Type: Grant
    Filed: June 17, 2011
    Date of Patent: December 2, 2014
    Assignee: Avaya Inc.
    Inventors: Andrew D. Flockhart, Joylee Kohler, Robert C. Steiner
  • Patent number: 8873732
    Abstract: A system for scheduling outbound agents comprises an instruction execution system. The instruction execution system is configured to identify a workload comprising a plurality of outbound contacts. The instruction execution system is further configured to receive historical information comprising connection rates of past outgoing contact attempts. The instruction execution system is further configured to schedule the outbound contacts based at least on the connection rates of the past outgoing contact attempts.
    Type: Grant
    Filed: February 27, 2012
    Date of Patent: October 28, 2014
    Assignee: Verint Americas Inc.
    Inventor: Jason Fama
  • Patent number: 8868712
    Abstract: According to one embodiment, a method may include providing a representation of each of a plurality of nodes of an information technology (IT) environment to a plurality of administrators responsible for maintaining the IT environment. A plurality of scores for each of two or more of the plurality of nodes may be received. Each score may provide an assessment of a respective node of the plurality of nodes. One or more display characteristics may be determined for each node for which one or more scores was received. The display characteristics may comprise a size of a respective node that is based on the scores received for the respective node. The display characteristics may be provided to at least one administrator of the plurality of administrators responsible for maintaining the IT environment.
    Type: Grant
    Filed: February 6, 2012
    Date of Patent: October 21, 2014
    Assignee: CA, Inc.
    Inventors: Esin Kiris, Serge Mankovskii, Maria Velez-Rojas
  • Patent number: 8787552
    Abstract: A system implements a method of assessing performance of a call center agent that includes identifying a set of the one-time caller calls that the agent has handled. A first issue resolution rate is determined for the calls in the set that were released by the customer, and a second issue resolution rate is determined for the calls in the set that were released by the call center agent. The method also includes determining a difference between the first issue resolution rate and the second issue resolution rate. The determined difference is used to generate a performance assessment for the call center agent.
    Type: Grant
    Filed: January 31, 2013
    Date of Patent: July 22, 2014
    Assignee: Xerox Corporation
    Inventors: Shi Zhao, Han Ye
  • Patent number: 8781101
    Abstract: An operator management apparatus, includes a browsing times history storage unit configured to record a number of transmission times browsing information relating to a customer service is transmitted to an operator terminal used by an operator in association with an identifier of the operator that serves customers, for each of a plurality of operators, a load degrees storage unit configured to store load degrees of an operator in association with a number of transmission times of browsing information, a determining unit configured to specify a number of transmission times corresponding to a specific one of the identifies of the operators by referring to the browsing times history storage unit, and specify load degrees corresponding to the specified number of transmission times by referring to the load degrees storage unit, and an output unit configured to output the specified load degrees.
    Type: Grant
    Filed: September 4, 2013
    Date of Patent: July 15, 2014
    Assignee: Fujitsu Limited
    Inventors: Naoto Kawashima, Naoto Matsudaira, Yuusuke Tounai, Hiroshi Yoshida, Shingo Hirono
  • Publication number: 20140185790
    Abstract: Disclosed is a computer-implemented method for providing a view of performance of a plurality of customer service agents across an enterprise. The method includes receiving data corresponding to call handling for the plurality of agents from application programs executing on at least two computers located in different customer service operation sites; processing the received data to generate performance data for the different sites and for different agent skills; and transmitting a display signal with average handle time data.
    Type: Application
    Filed: December 30, 2013
    Publication date: July 3, 2014
    Applicant: Florida Power & Light Company
    Inventors: John T. Leta, Cristina Albacete, George E. Reyes, John W. Maniscalco, Andres Martinez
  • Publication number: 20140185789
    Abstract: Disclosed is a computer-implemented method for providing a call efficiency indicator. The method includes determining an agent scheduled time for a call efficiency indicator period; determining a number of calls handled by the agent for each particular call type during the call efficiency indicator period; calculating the average time it took that agent to handle calls, on a call type basis and during the call efficiency indicator period; determining an Average Handle Time metric; calculating idle time for the agent for the call efficiency indicator period; and calculating the call efficiency indicator for the call efficiency indicator period as a function of the number of calls handled by the agent, the Average Handle Time, the idle time, and the agent scheduled time.
    Type: Application
    Filed: December 28, 2013
    Publication date: July 3, 2014
    Applicant: Florida Power & Light Company
    Inventor: George E. Reyes
  • Patent number: 8761380
    Abstract: Systems and methods for providing adaptive estimated wait time predictions for work items are provided. More particularly, a processor-enabled module may select a best estimated wait time algorithm from among a plurality of estimated wait time algorithms that meets the accuracy and calculation resource conditions of a contact center based on rules. Furthermore, the conditions of a contact center may change at times and as a result the selection of which estimated wait time algorithm is considered best will adapt to suit the contact center change. In addition, the selected best estimated wait time prediction can be provided to client communication devices.
    Type: Grant
    Filed: February 28, 2012
    Date of Patent: June 24, 2014
    Assignee: Avaya Inc.
    Inventors: Joylee Kohler, Robert C. Steiner, Andrew D. Flockhart, William H. Jolicoeur
  • Patent number: 8744063
    Abstract: Systems and methods for providing estimated wait times are provided. More particularly, an estimated wait time is calculated based at least in part on agent availability information entered by the agent. The agent availability information may be obtained from the agent through a user interface provided by a contact center communication device. The user interface may include soft keys. In addition, the estimated wait time can be provided to client communication devices.
    Type: Grant
    Filed: October 9, 2012
    Date of Patent: June 3, 2014
    Assignee: Avaya Inc.
    Inventor: Krishna Nimmagadda
  • Patent number: 8718267
    Abstract: A contact center is described along with various methods and mechanisms for administering the same. The contact center proposed herein provides the ability to, among other things, dynamically and in real-time utilize contact center analytics feedback mechanisms to adjust parameters that are used in making work assignment decisions. The adjusted parameters may correspond to Key Performance Indicators (KPIs) for agents of the contact center rather than skill values for the agents.
    Type: Grant
    Filed: September 30, 2011
    Date of Patent: May 6, 2014
    Assignee: Avaya Inc.
    Inventors: Andrew D. Flockhart, Joylee Kohler, Robert C. Steiner
  • Patent number: 8687795
    Abstract: A method of predicting expected performance of a processing center system is accessed. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.
    Type: Grant
    Filed: September 23, 2011
    Date of Patent: April 1, 2014
    Inventors: Eric D. Kosiba, Douglas G. Newhard, Neofytos C. Papadopoulos
  • Patent number: 8494151
    Abstract: A system and method for balancing call session assignments on an agent console is provided. Incoming call sessions and one or more agent consoles, each managed by an agent, are monitored. An absolute upper limit on a number of the call sessions allowed at each agent console at any given time is assigned. A load of call session assignments is balanced on each agent console. Objective conditions regarding call sessions already assigned to each agent are collected. Subjective conditions regarding the agent's opinion of a current call session are also collected. The objective and subjective conditions are evaluated against the absolute upper limit to determine a load factor. Each incoming call session is assigned to one such agent console based on the load factor.
    Type: Grant
    Filed: September 19, 2011
    Date of Patent: July 23, 2013
    Assignee: Intellisist, Inc.
    Inventors: Adam Waalkes, Gilad Odinak, Haodong (Howard) Jiang, Matthew Thorn, Tom McCann
  • Patent number: 8472611
    Abstract: Systems and methods are disclosed for routing callers to agents in a contact center utilizing a multi-layer processing approach to matching a caller to an agent. A first layer of processing may include two or more different computer models or methods for scoring or determining caller-agent pairs in a routing center. The output of the first layer may be received by a second layer of processing for balancing or weighting the outputs and selecting a final caller-agent match. The two or more methods may include conventional queue based routing, performance based routing, pattern matching algorithms, affinity matching, and the like. The output or scores of the two or more methods may be processed be the second layer of processing to select a caller-agent pair and cause the caller to be routed to a particular agent.
    Type: Grant
    Filed: November 6, 2008
    Date of Patent: June 25, 2013
    Assignee: The Resource Group International Ltd.
    Inventor: Zia Chishti
  • Patent number: 8462933
    Abstract: A workforce requirement calculation device 10 accepts at least call volume in a particular period of time, an average handle time for a call by the operator, and a maximum queuing time before abandoning queuing of a call, as input parameters, initializes a number of the operators, calculates a probability of queuing of the call using the Erlang C formula based upon at least the call volume and the number of the operators, calculates a call abandonment rate as a service objective based upon at least the probability of queuing of the call and the input parameters, and calculates the workforce requirement for operators in order to meet a predetermined service objective by recurrently repeating the calculation of the probability of queuing of the call and the calculation of the call abandonment rate, with respect to an increase and a decrease in the number of the operators.
    Type: Grant
    Filed: January 25, 2008
    Date of Patent: June 11, 2013
    Assignee: P&W Solutions Co., Ltd.
    Inventor: Toshiyuki Omiya
  • Publication number: 20130142322
    Abstract: A system and method for visualizing performance metrics are disclosed. The system includes a data acquisition component which collects information related to a set of agents operating in a work environment, a performance metric computation component which computes, for one of the agents, values for a performance metric at each of a plurality of times within a selected time period, and a representation generator which generates a representation for display to the agent, the representation providing the agent with information on the agent's current value for the performance metric. A processor implements the data acquisition component, the performance metric computation component, and the representation generator.
    Type: Application
    Filed: December 1, 2011
    Publication date: June 6, 2013
    Applicant: Xerox Corporation
    Inventors: Maria Antonietta Grasso, Stefania Castellani, David S. Martin, Tommaso Colombino, Jutta K. Willamowski, Grégoire Gerard
  • Patent number: 8411841
    Abstract: Some general aspects of the invention relate to systems and methods for improving contact center agent performance, for instance, by integrating real-time call monitoring with speech analytics to present agents with information useful to the handling of the current calls. In some implementations, phonetically based speech analysis techniques are applied to process live audio streams to identify key words and/or phrases of relevance, based on which knowledge articles can be selectively presented to agents to drive more efficient business processes.
    Type: Grant
    Filed: July 16, 2010
    Date of Patent: April 2, 2013
    Assignee: Nexidia Inc.
    Inventors: Gordon Edwards, John Willcutts, Jon W. Ezrine, Marsal Gavalda
  • Patent number: 8326312
    Abstract: A method for determining an amount of time required to download a data file to a wireless device includes receiving information indicating a first amount of wireless bandwidth allocated for the download of the data file, calculating a first length of time required to download the data file to the wireless device based on the first amount of wireless bandwidth allocated, and comparing the first length of time required to a predetermined amount of time. If the first length of time required is less than the predetermined amount of time, the download begins. If the first length of time required is more than the predetermined amount of time, information indicating the first length of time required is sent to the wireless device, a start download signal is received from the wireless device, and download of the data file to the wireless device begins in response to the start download signal.
    Type: Grant
    Filed: February 2, 2009
    Date of Patent: December 4, 2012
    Assignee: AT&T Intellectual Property II, LP
    Inventors: Jyotindra Shah, Min Lu, Stephanie Parlamas
  • Patent number: 8311208
    Abstract: A method is provided for the production of accurate waiting time estimates based on at least one of (i) a queue arrival rate and (ii) estimated queue length. In a first embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue arrival rate. In a second embodiment of the present invention, the waiting time for a caller is determined on the basis of a queue length estimate. The queue length estimate is a prediction of the size of the queue at a given time instant.
    Type: Grant
    Filed: March 25, 2010
    Date of Patent: November 13, 2012
    Assignee: Avaya Inc.
    Inventors: Rouba Ibrahim, Patrick Tendick
  • Patent number: 8209207
    Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, a method for providing training to company representatives is disclosed. Also disclosed is a system for managing work and training of company representatives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.
    Type: Grant
    Filed: May 22, 2008
    Date of Patent: June 26, 2012
    Assignee: Incontact, Inc.
    Inventors: Brian Douglas Minert, Paul Jarman, James Andrew Judkins, Joseph Allan Dean
  • Patent number: 8180666
    Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses, in part, a method for determining an incentive for a company representative. Also disclosed is a graphical interface enabling a user to control training based incentives. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.
    Type: Grant
    Filed: May 22, 2008
    Date of Patent: May 15, 2012
    Assignee: Incontact, Inc.
    Inventors: Brian Douglas Minert, Paul Jarman, James Andrew Judkins, Joseph Allan Dean
  • Patent number: 8180662
    Abstract: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current work flow, and estimated work flow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated work flow. More specifically, this application discloses a method for delivering training to company representatives. Also disclosed is an automated customer service and training management system. As a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.
    Type: Grant
    Filed: May 22, 2008
    Date of Patent: May 15, 2012
    Assignee: Incontact, Inc.
    Inventors: Brian Douglas Minert, Paul Jarman, James Andrew Judkins, Joseph Allan Dean
  • Patent number: 8180044
    Abstract: A semantic contact center management method and system is provided in which the resources of a contact center (including agents and contacts) are represented as resources connected by properties such as skills and shared prior interactions. Contacts are allocated to agents based on the degree of connectedness and the availability of agents, and this provides visual tools to represent the state of the contact center and to enable automated and supervisor intervention.
    Type: Grant
    Filed: February 16, 2006
    Date of Patent: May 15, 2012
    Assignee: Avaya Inc.
    Inventors: Tony McCormack, Paul D'Arcy, Michael Hartman, Neil O'Connor
  • Patent number: 8175254
    Abstract: A contact center includes a real time threshold prediction module that determines that a selected performance measure will, during a future time interval, likely cross a selected threshold and, in response, performs at least one of the following operations: (i) determines, for the likely crossing of the selected threshold, a consequence in a selected service level agreement and determines a set of corrective actions to reduce a likelihood that the selected performance measure will cross the selected threshold.
    Type: Grant
    Filed: April 23, 2009
    Date of Patent: May 8, 2012
    Assignee: Avaya Inc.
    Inventors: Hongguang Li, Henry R. Paddock, Lynn R. Smith, Katherine R. Sobus
  • 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.
  • Patent number: 8126134
    Abstract: Systems, methods and computer-readable media for scheduling outbound agents are provided. A representative system incorporates a user interface and scheduling software that receives scheduling data, at least some of which is provided via the user interface, and generates scheduling constraints. The scheduling data includes historical call connect rates related to time intervals for which a schedule is to be generated and information corresponding to a desired service goal for the schedule. The desired service goal indicates a level of service to be provided by the schedule. The search engine uses the scheduling constraints to generate potential schedules for outbound agents. The push forward discrete modeler analyzes the potential schedules to compute at least one of overstaffing and understaffing with respect to the potential schedules.
    Type: Grant
    Filed: March 30, 2006
    Date of Patent: February 28, 2012
    Assignee: Verint Americas, Inc.
    Inventor: Jason Fama
  • Publication number: 20120014519
    Abstract: A method of predicting expected performance of a processing center system is accessed. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.
    Type: Application
    Filed: September 23, 2011
    Publication date: January 19, 2012
    Applicant: BAY BRIDGE DECISION TECHNOLOGIES, INC.
    Inventors: Eric D. Kosiba, Douglas G. Newhard, Neofytos C. Papadopoulos
  • Patent number: 8031858
    Abstract: A call flow guidance system helps a call center agent navigate the maze of complex call flows that apply to an enormous spectrum of caller issues, and further improves adoption rates and training timelines for the call center agents. Through the system, call center agents easily navigate multiple call flows and view information tailored to improve average handle time (AHT) and first call resolution (FCR). The system provides dynamic content attached to call flows and improve call flow navigation by implementing links that bridge nodes between display sections of a particular call flow and links that cross from one call flow to another.
    Type: Grant
    Filed: December 4, 2007
    Date of Patent: October 4, 2011
    Assignee: Accenture Global Services Limited
    Inventors: Michael J. Miller, Matthew D. Goodman, Shawn D. Meyer
  • Patent number: 7949122
    Abstract: A method, apparatus and computer program product for determining wait treatment for a customer in a call center is presented. Information relating to a customer in a communication session with the call center is recorded. The information relating to a customer in a communication session with the call center is then evaluated. From the evaluation the type of wait treatment to use for the customer is determined and is provided to the customer.
    Type: Grant
    Filed: October 18, 2006
    Date of Patent: May 24, 2011
    Assignee: Avaya Inc.
    Inventors: Robin Donald Taylor, Robert Wayne Snyder
  • Patent number: 7925000
    Abstract: A telecommunications terminal is disclosed that is capable of displaying information about calls that are on hold or queued for delivery at a data-processing system, wherein the calls are to be delivered the terminal itself. The terminal displays characteristics of each call, such as: (i) the caller's name, (ii) the calling number, (iii) the subject of the call, (iv) the urgency of the call, (v) the holding time of the call, and (vi) a telecommunications address of a messaging resource (such as email) associated with the call. The user (e.g., an off-premises representative, etc.) of the telecommunications terminal in the illustrative embodiment, in contrast with some terminals in the prior art, has the ability to remotely reorder or otherwise dispose the calls based on one or more of the call characteristics.
    Type: Grant
    Filed: August 29, 2005
    Date of Patent: April 12, 2011
    Assignee: Avaya Inc.
    Inventor: David S. Mohler
  • Patent number: 7885400
    Abstract: Call features for an Automatic Call Distribution (ACD) system implemented within a packet-based telephone environment are disclosed. Within a packet-based network, data messages are transferred between the ACD system and customer telephone stations while the customer waits for an attendant to become available. These data messages allow the customer to be informed of his/her current status within the priority order and further allows the customer to initiate a number of customer oriented operations. These operations include selecting music to listen to while waiting, requesting to be alerted when an attendant becomes available, and initiating a browser session for accessing data information. Overall, the status reports in combination with the initiating of one or more of the customer oriented operations can make the time spent waiting for an attendant a more productive and pleasant experience for the customer.
    Type: Grant
    Filed: July 10, 2007
    Date of Patent: February 8, 2011
    Assignee: Mortel Networks Limited
    Inventor: Michael C. G. Lee
  • Patent number: 7813493
    Abstract: A method for handling calls at an automatic call distribution system includes receiving a first call for connection with one of a plurality of agents and distributing the first call to a first agent of the plurality of agents. The method includes presenting to the first agent at least one target time associated with handling the first call and modifying the at least one target time associated with handling the first call based on call parameters and a service level goal. The call parameters comprise a status of a queue comprising calls awaiting connection with agents. The method also includes presenting the at least one modified target time associated with handling the first call to the first agent.
    Type: Grant
    Filed: April 25, 2005
    Date of Patent: October 12, 2010
    Assignee: Cisco Technology, Inc.
    Inventors: Shmuel Shaffer, Labhesh Patel, Joseph F. Khouri, Gebran G. Chahrouri, Mohammed I. Darwish
  • Patent number: 7773740
    Abstract: A method and apparatus are provided for assigning a call to one of a plurality of agents. The method includes the steps of providing a description of the call to each of the plurality of agents, receiving a bid to handle the call from each of the plurality of agents and assigning the call to an agent of the plurality of agents with a highest relative received bid.
    Type: Grant
    Filed: July 9, 2003
    Date of Patent: August 10, 2010
    Assignee: Aspect Software, Inc.
    Inventors: Robert Beckstrom, Anthony Dezonno, Michael J Sheridan, David Wesen
  • Patent number: 7426267
    Abstract: A method including determining a current rate of satisfying a service level agreement constraint, wherein the service level agreement constraint is associated to selected ones of each incoming contact within a contact center, comparing the current rate to a target rate associated with the service level agreement constraint to calculate a satisfaction value, measuring a size of a queue associated with the service level agreement constraint, and calculating a potential value associated with the service level agreement constraint based on the satisfaction value, the queue size and a weighted priority level associated with the service level agreement constraint.
    Type: Grant
    Filed: September 4, 2003
    Date of Patent: September 16, 2008
    Assignee: Contactual, Inc.
    Inventor: Yves Jean Caseau
  • Patent number: 7346151
    Abstract: A method and apparatus are disclosed for validating agreement between textual and spoken representations of words. A voice input verification process monitors a conversation between an agent and a caller to validate the textual entry of the caller's spoken responses or the agent's spoken delivery of a textual script (or both). The audio stream corresponding to the conversation between the agent and the caller is recorded and the textual information that is entered into the workstation by the agent is evaluated. Speech recognition technology is applied to the recent audio stream, to determine if the words that have been entered by the agent can be found in the recent audio stream. The grammar employed by the speech recognizer can be based, for example, on properties of the spoken words or the type of field being populated by the agent. If there is a discrepancy between what was entered by the agent and what was recently spoken by the caller, the agent can be alerted and the error can optionally be corrected.
    Type: Grant
    Filed: June 24, 2003
    Date of Patent: March 18, 2008
    Assignee: Avaya Technology Corp.
    Inventors: George W. Erhart, Valentine C. Matula, David Skiba
  • Patent number: 7313232
    Abstract: 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: Grant
    Filed: August 26, 2003
    Date of Patent: December 25, 2007
    Assignee: Nortel Networks Limited
    Inventor: Michael Craig Presnell
  • Patent number: 7257217
    Abstract: Call features for an Automatic Call Distribution (ACD) system implemented within a packet-based telephone environment are disclosed. Within a packet-based network, data messages are transferred between the ACD system and customer telephone stations while the customer waits for an attendant to become available. These data messages allow the customer to be informed of his/her current status within the priority order and further allows the customer to initiate a number of customer oriented operations. These operations include selecting music to listen to while waiting, requesting to be alerted when an attendant becomes available, and initiating a browser session for accessing data information. Overall, the status reports in combination with the initiating of one or more of the customer oriented operations can make the time spent waiting for an attendant a more productive and pleasant experience for the customer.
    Type: Grant
    Filed: December 27, 1999
    Date of Patent: August 14, 2007
    Assignee: Nortel Networks Limited
    Inventor: Michael G. Lee
  • Patent number: 7233980
    Abstract: A method and system for dynamic queuing utilizes a SIP messaging structure within a call center's architecture for interacting with a caller. The method and system can be used for ACD services developed for IP telephony using SIP as the signaling protocol. A SIP subscriber can also interact with an ACD system in the Public Switched Telephone Network (PSTN) work space. In the latter case, a PSTN-to-IP gateway carries the bearer path and call level signaling between the two spaces, and corresponding Computer Telephony Integration (CTI) signaling links are used for linking the ACD specific signaling between the two spaces.
    Type: Grant
    Filed: December 12, 2000
    Date of Patent: June 19, 2007
    Assignee: Nortel Networks Limited
    Inventors: Mark J. Holden, Scott L. Orton
  • Patent number: 7230946
    Abstract: A system and method of providing remote agent access to a voice over internet protocol contact center by allowing an agent to login to the contact center with a data circuit through a remote data access device such as a VPN device are disclosed. The system and method further include, after receiving contact information, the contact center transmitting call data to the remote agent through the data line, the data line carrying bi-directional signaling data including the agent's ability to control call pick-up and hang-up, while transmitting the voice component over a telephone line. Further, the present invention has the ability to provide a continuous stream of customer calls to the agent or to disconnect after each individual call.
    Type: Grant
    Filed: December 20, 2002
    Date of Patent: June 12, 2007
    Assignee: Nuasis Corporation
    Inventor: Carl Schoeneberger
  • Patent number: 7103562
    Abstract: A method of predicting expected performance of a processing center system is provided. The method includes receiving performance information from a performance monitoring system associated with the processing center system. A computer model of the processing center system is developed based on the performance information. The method further includes generating predictions based on the computer model, and analyzing the predictions to generate performance scenarios for the processing center system.
    Type: Grant
    Filed: May 17, 2002
    Date of Patent: September 5, 2006
    Assignee: Bay Bridge Decision Technologies, Inc.
    Inventors: Eric D. Kosiba, Douglas G. Newhard, Neofytos C. Papadopoulos
  • Patent number: 7046789
    Abstract: A relationship call center management system and method is used in a call center by a call center manager or supervisor. The relationship management system and method permits call center resources to be grouped into relationship profiles. A relationship key field corresponding to the relationship profiles is then used to organize and display statistics within the call center. A strategy and action management system and method permits the user to build customized actions and to create strategy profiles including one or more user-defined goal thresholds and assigned actions to take place when the goal thresholds are met. A statistics display system presents the call center statistics in different user-defined views, for example, corresponding to one of the relationship profiles. The statistics display system also monitors the statistics and provides an indication to the user when the user-defined goal thresholds have not been met.
    Type: Grant
    Filed: November 1, 1999
    Date of Patent: May 16, 2006
    Assignee: Aspect Software, Incc
    Inventors: Clare M. Anderson, Andrew J. Browne, Thomas M. Chamberlain, Robert L. Cox, Jr., Michael P. Walsh
  • Patent number: 6970554
    Abstract: An observation system for observation calls to a call center includes an automatic call director (ACD) unit, an interactive voice response (IVR) unit, and a recorder unit. The ACD receives incoming calls to the call center and also queues and switches the calls to various lines of the call center. The IVR unit is connected to the ACD unit and interacts with a caller via an interactive computer program in which the caller enters a response to a prompt and the response causes the interactive program to provide the caller with information or another prompt. The recorder unit records calls to the call center from beginning to end, including prompts made by the IVR unit, callers responses to the prompts, and information provided by the IVR unit to the callers.
    Type: Grant
    Filed: March 4, 2002
    Date of Patent: November 29, 2005
    Assignees: Verizon Corporate Services Group Inc., BBNT Solutions LLC
    Inventors: Patrick Peterson, Michael Roberts
  • Patent number: 6882723
    Abstract: An automation benefit of an automated call processing center is quantified as saved agent-time by gathering event-sequence data for a plurality of calls received by the call processing center; calculating an amount of time a task would take if performed by an agent instead of by an automated unit, wherein the task is capable of being performed by the automated unit; examining the event-sequence data to determine whether the task, which is capable of being performed in the automated unit, actually was performed in the automated unit for the plurality of calls; determining an automation rate for the task by calculating what percentage of calls involving the task actually was performed by the automated unit; and calculating an automation benefit by multiplying the automation rate by an amount of agent-time saved by performing the task in the automated unit instead of by an agent, wherein the amount of agent-time saved corresponds to the amount of time the task would take if performed by an agent.
    Type: Grant
    Filed: March 4, 2002
    Date of Patent: April 19, 2005
    Assignee: Verizon Corporate Services Group Inc.
    Inventors: Patrick Peterson, Bernhard Suhm