Avaya Inc.

Avaya Technology LLC

Lucent Technologies Inc.

At+t Corp.

Andrew D. Flockhart

Michael Joseph Harris

Andrew Derek Flockhart

Eugene P Mathews

Robert C Steiner

Joylee E Kohler

Robin Harris Foster

Larry John Roybal

John Z Taylor

Lucinda M Sanders

Keith R McFarlane

Darryl J Maxwell

Robert Daniel Nalbone

Frank J Bogart

Paul Lawrence Richman

Roy A Jensen

Thomas S Fisher

Peter Matteo

Didina Burok

Stephen L Skarzynski

Christopher Moss

Katherine Anthony Sobus

Joaquin Omar Alvarado

Gregory L Anderson

Tore L Christensen

Gary Olmsted

Alan David Eicholz

Valentine C Matula

David Skiba

George William Erhart

Rodney Allen Thomson

Simon C Borst

Wen-Hua Ju

Richard Baxter Hull

Bharat Kumar

Luciano Godoy Fagundes

Douglas W Swartz

Mohammad Naseem Khan

Sarah Hildebrandt Kiefhaber

Rafal Sitkowski

Sheldon Joseph Davis

Martin Ira Reiman

Colin Lingwood Mallows

Sami Qutub

Thomas L Hemm

James M Landwehr

Kenneth R Hackbarth

Tommy Moran

David L Bauer

Gary S King

William H Jolicoeur

Wendy S Cook

Richard Alan Cohen

Dhaval Desai

Mark Schmidt

Patricia Ann Berkowitz

David Abraham Horovitz

SuJeanne Foster

Alberto Pasi

Francis C Hymus

David Charles Bengtson

Judith B Seery

Veeranna Angadageri Yamanappa

Kevin George Irwig

Jill K Ross

Raechel Greschler

Carol Santagato

Minh D Tran

Jill B Ziobro

Cecil W Maccannon, Jr

James L Murtaugh, Iii

Ralph J Costantini

Christopher Robinson Howell

Edward L Smelko

Myron Eugene Drapal

Chadwick Joseph Romero

Gail Levenelm

Leta G Herman

Robert Alan Stewart

Steve R Russell

Andrew J Cammer

Mila Maximets

The present invention is directed to architectures for receiving, from requestors, requests for information, identifying appropriate responders, unknown to the requestors, to provide the requested information, and effecting interactions between the requestors and responders.

Communications-enabled dynamic social network routing utilizing presence

Provided herein is a system and method for determining a service agent start time objective for a customer contact and matching agents and customers based on meeting that objective. The method may include: receiving a customer contact to request service; determining a service completion objective for the customer contact based upon a service-level agreement; determining a handling time limit based on a historical elapsed handling time; and subtracting the handling time limit from the service completion objective, to produce the service agent start time.

System and method for scheduling based on service completion objectives

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, assess contextual information and adjust an outbound dialer's pacing algorithm based on the assessment thereof. The contextual information may be obtained from sources that are inside the contact center and outside the contact center.

Context-based dynamic adjustment to pacing algorithm

A queueless 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, achieve true one-to-one matching. Solutions are also provided for managing data structures utilized by the queueless contact center. Furthermore, mechanisms for generating traditional queue-based performance views and metrics for the queueless contact center are proposed to help facilitate a smooth transition from traditional queue-based contact centers to the next generation contact centers described herein.

Bitmaps for next generation contact center

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, establish and maintain a pool of idle agents so that when an outbound call attempt is successful, the agent which is assigned to the successful outbound call attempt can be selected from a plurality of agents based on the agent's superior efficiency rather than being based on the fact that the agent is the next in line to be assigned to such a contact.

Outbound effectiveness through management of idle agent pool

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, selectively promote and demote agent skills to respond to various changes in contact center conditions. This enables the contact center to respond to unexpected changes in processing conditions without significantly impacting the overall performance of the contact center.

Agent skill promotion and demotion based on contact center state

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, reward positive agent behavior and performance by providing the agent with rewards and incentives. The rewards and incentives are provided to the agent by altering one or more aspects of the routing logic in the contact center.

Adjustment of contact routing decisions to reward agent behavior

The present invention provides a system and method for assessing the status of work waiting for service in a work queue or a work pool. Work items are placed in the work queue or work pool and have a service time goal. The work items in the work queue or work pool are scanned and a required queue position for each work item is calculated according to the amount of time remaining prior to the expiration of the service time goal and weighted advance time for servicing of work items in the work queue or pool. An array of counters has elements which correspond to required queue positions. Upon the calculation of the required queue position for a work item, the counter corresponding to the required queue position is incremented. When all of the work items are scanned, the array of counters is analyzed to predict a future state of the work queue or work pool.

Method and apparatus for assessing the status of work waiting for service

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, define, in real-time, qualifier set combinations for work items. Thus, the contact center can create a dictionary of combinations of work item attributes that may be defined as work items are introduced to the system. The definition of the combinations allows for large qualifier sets without the large expenditure of resources to define all possible combinations of attributes for the contact center.

Qualifier set creation for work assignment engine

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, simultaneously execute two different work assignment algorithms on the same work flow either in real-time as the work flow is received or in a simulation environment. The differences in the way that each work assignment algorithm handles the same work flow are compared and contrasted to help describe the differences in the work assignment algorithms.

System, method, and apparatus for determining effectiveness of advanced call center routing algorithms

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.

Goal-based estimated wait time

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.

Adaptive estimated wait time predictor

The present invention relates to the matching of resources to work entries. In particular, the present invention allows work items to be assigned to a particular resource based on the characteristics of the work item and on the qualifications and preferences of the resource. Furthermore, the present invention does not rely on queues, thereby allowing characteristics of a work item other than or in addition to the amount of time that a work item has been waiting for service to be considered in assigning the work item to a resource. The types of work items that may be validly assigned to a resource, or the preference rules used to select a valid work item for handling by a resource, may be altered by altering the validation rules and preference rules associated with the resource and/or work item. Accordingly, the rules for allocating work may be adjusted easily and quickly, including at run-time, and may represent any attribute desired for use in allocating work.

Method and apparatus for supporting individualized selection rules for resource allocation

Growing community of inventors

Thornton, CO, United States of America

Andrew Derek Flockhart