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Joylee E Kohler, Eugene P Mathews, Robert D Nalbone, Craig F Palmer: Automatic call distribution based on matching required skills with agents skills. AT&T Bell Laboratories, Michael A Morra, April 27, 1993: US05206903 (546 worldwide citation)

Automatic Call Distribution (ACD) equipment is improved by matching the information needs of an incoming caller with the particular expertise of a telemarketing agent who handles such calls. Each incoming call is assigned up to three prioritized skill numbers that estimate skill requirements of the ...


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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 (395 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 (193 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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Andrew Derek Flockhart, Robin H Foster, Joylee E Kohler, Eugene P Mathews: Skill-value queuing in a call center. Avaya Technology, Ryan Mason & Lewis, March 18, 2003: US06535601 (152 worldwide citation)

Calls or other communications requiring a particular skill for handling are placed in a corresponding skill queue in a call center. One of a plurality of different values is assigned to each of the communications in the skill queue, with each of the values corresponding to a particular level of prio ...


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