The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Mar. 28, 2000
Filed:
Jul. 09, 1997
Applicant:
Inventors:
Gary B Crockett, Plano, TX (US);
Paul H Leamon, McKinney, TX (US);
Assignee:
IEX Corporation, Richardson, TX (US);
Attorney:
Primary Examiner:
Assistant Examiner:
Int. Cl.
CPC ...
G06F / ; H04M / ;
U.S. Cl.
CPC ...
705-8 ; 705-9 ; 705 10 ; 379113 ; 379 34 ; 379112 ;
Abstract
A method for scheduling personnel (e.g., agents) in a work environment based on personnel 'skill' levels. The method facilitates true skills-based scheduling of agents in a telephone call center using a simulation tool to predict what fraction of scheduled agents from each 'skill group' will be available to each 'call type' during each time interval being scheduled. A feedback mechanism is used to adjust net staffing and skills usage data between iterations of a call handling simulation until a given schedule being tested through the simulator meets some acceptance criteria.
Published as:
WO9903248A2; WO9903248A3; US6044355A; EP0995300A2; EP0995300A4; EP0995300B1; ATE305203T1; DE69831671D1; ES2251775T3; DE69831671T2;