Company Filing History:
Years Active: 2010-2018
Title: Innovations of Donald C. Lewis
Introduction
Donald C. Lewis is a notable inventor based in Bell Buckle, TN (US). He has made significant contributions to the field of electronic contact management systems, holding a total of five patents. His work focuses on improving the efficiency and effectiveness of contact centers.
Latest Patents
One of his latest patents is titled "Systems and methods in an electronic contact management system to estimate required staff levels for multi-skilled agents." This invention describes methods and systems in a contact center for estimating staff levels expected to meet service quality goals. In one embodiment, a required staff simulator controller utilizes an event-based simulator to execute staff calculations. The required staff controller reconfigures the simulator for different staff levels and repeatedly runs the simulator to test if the configured staff level is likely or not likely to meet configured service goals using selected confidence levels. The required staff controller determines and presents for each agent type a least upper bound and a greatest lower bound for required staff.
Another significant patent is the "Method of scheduling calls." This invention provides an apparatus and method for scheduling calls. The method includes the steps of providing a calling period with a plurality of sub-periods and determining a set of historical call completion ratios associated with the plurality of sub-periods. The method further includes the steps of exponentially scaling the respective determined call completion ratios and placing a number of calls during each sub-period of the calling period based upon the respective exponentially scaled call completion ratio.
Career Highlights
Donald C. Lewis is currently employed at Aspect Software, Incorporated, where he continues to innovate in the field of contact management systems. His work has had a profound impact on how contact centers operate, enhancing their ability to meet service quality goals.
Collaborations
Some of his notable coworkers include Aaron Beshears and John Rafter, who have collaborated with him on various projects within the company.
Conclusion
Donald C. Lewis is a distinguished inventor whose contributions to electronic contact management systems have significantly advanced the efficiency of contact centers. His innovative patents reflect his commitment to improving service quality in the industry.
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