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Frank J Bogart, Andrew D Flockhart, Robin H Foster, Joylee E Kohler, Eugene P Mathews, Stephen L Skarzynski: Optimizing call-center performance by using predictive data to distribute agents among calls. Avaya Technology, David Volejnicek, December 19, 2000: US06163607 (417 worldwide citation)

Selection of a call for handling by a call-center agent (106-108) is based on which call's handling by the available agent will tend to optimize call-center performance criteria such as efficiency (e.g., minimize per-call handling time) or derived benefit (e.g., maximize revenue). Each agent has a s ...


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Thomas S Fisher, Andrew D Flockhart, Roy A Jensen, Joylee E Kohler, Eugene P Mathews, Edward L Smelko: Call distribution based on agent occupancy. Lucent Technologies, David Volejnicek, October 27, 1998: US05828747 (250 worldwide citation)

A call-distribution function (150) of an ACD system (101) improves the equity of distribution of calls to agents (106-108) by basing the distribution on the agents' individual occupancies. Illustratively, determining an agent's occupancy involves either determining (304) how many calls the agent has ...


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Andrew D Flockhart, Robin Harris Foster, Joylee E Kohler, Eugene P Mathews: Waiting-call selection based on anticipated wait times. Lucent Technologies, David Volejnicek, May 18, 1999: US05905793 (243 worldwide citation)

The maximum wait time for callers in a call center (FIG. 10) is lowered by selecting, for an agent (25) who has just become available to handle a call, a highest-priority waiting call that would most likely wait the longest if it were not selected at this time. Anticipated wait times are computed fo ...


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Andrew D Flockhart, Robin Harris Foster, Joylee E Kohler, Eugene P Mathews: Waiting-call selection based on objectives. Lucent Technologies, David Volejnicek, November 9, 1999: US05982873 (233 worldwide citation)

Call-center (FIG. 1) performance is improved by assigning different service-time objectives (222) to different types of calls or to call queues (21) for different types of calls, and then selecting (212), for an agent (25) who has just become available (200) to handle a call, a waiting call that is ...


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Andrew D Flockhart, Robin H Foster, Eugene P Mathews: Arrangement for improving retention of call centers customers. Lucent Technologies, David Volejnicek, May 16, 2000: US06064731 (211 worldwide citation)

In a call center (100) of a business, if it is determined (314-318 or 320) during the handling of a call involving a party who is a customer of the business that the party is at risk of being lost as a customer to the business, an identifier of the party, such as ANI, is captured (300) and stored (3 ...


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Ralph J Costantini, Andrew D Flockhart, Cecil W Maccannon Jr, James L Murtaugh III, Carol Santagato, Minh D Tran: Expected wait-time indication arrangement. AT&T, David Volejnicek, April 9, 1996: US05506898 (188 worldwide citation)

In an automatic call distribution (ACD) system, an improved estimated waiting time arrangement derives a more accurate estimate of how long a call that is or may be enqueued in a particular queue will have to wait before being serviced by an agent, by using the average rate of advance of calls throu ...


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