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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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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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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 (174 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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Andrew D Flockhart, Robin H Foster, Roy A Jensen, Joylee E Kohler, Eugene P Mathews: Arrangement for equalizing levels of service among skills. Lucent Technologies, David Volejnicek, July 11, 2000: US06088441 (115 worldwide citation)

In a skills-based ACD, an available agent is reserved and assigned to handle calls needing a "rare" skill of the agent and is prevented from handling calls needing a "common" skill of the agent even if calls needing the common skill are waiting to be handled, if not reserving the agent for the calls ...


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Andrew Derek Flockhart, Robin H Foster, Joylee E Kohler, Eugene P Mathews: Methods and apparatus for multi-variable work assignment in a call center. Avaya Technology, Ryan Mason & Lewis, December 9, 2003: US06661889 (111 worldwide citation)

A multi-variable work assignment process is used to assign work items, such as voice calls, e-mails and other communications or tasks, to agents in a call center. The multi-variable work assignment process determines whether values of a particular variable characterizing the work items fall within a ...


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Robin H Foster, William E Gourlay, Eugene P Mathews: Call selection and agent selection in a call center based on agent staffing schedule. Avaya Technology, Ryan Mason & Lewis, March 12, 2002: US06356632 (109 worldwide citation)

A call center is configured such that call selection and/or agent selection processes may be based at least in part on stored information regarding agent schedules, such as scheduled break times, training sessions, ends of shifts or other events for the agents. In an illustrative embodiment, schedul ...


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Andrew Derek Flockhart, Robin H Foster, Joylee E Kohler, Eugene P Mathews, John Z Taylor: Methods and apparatus for processing of communications in a call center based on variable rest period determinations. Avaya Technology, Ryan Mason & Lewis, May 13, 2003: US06563920 (97 worldwide citation)

A call center is configured to determine variable rest periods for one or more agents, based at least in part on factors such as call center service state and agent occupancy. The call center service states may include a number of designated service states associated with a particular skill or type ...


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David C Bengtson, James E Ertel, Robin H Foster, Eugene P Mathews: Adjustment of call selection to achieve target values for interval-based performance metrics in a call center. Avaya Technology, Ryan Mason & Lewis, April 2, 2002: US06366666 (96 worldwide citation)

A call selection process in a call center is controlled so as to ensure the achievement of target values for one or more interval-based performance metrics. In an illustrative embodiment, a memory in the call center is used to store information regarding contractual target values of one or more inte ...


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Andrew Derek Flockhart, Robin H Foster, Joylee E Kohler, Eugene P Mathews: Methods and apparatus for service state-based processing of communications in a call center. Avaya Technology, Ryan Mason & Lewis, September 2, 2003: US06614903 (77 worldwide citation)

A call center is configured to determine which of a number of designated service states is associated with a particular skill or type of communication supported by one or more agents of the call center. A particular one of the states represents a branded service level, while other states represent o ...