1
Ann Corduroy, Rosemary Glavin, Kevin T Collins, Felix F Khouri: Method and apparatus for allocating resources in a call center. Aspect Telecommunications Corporation, Blakely Sokoloff Taylor & Zafman, November 2, 1999: US05978465 (127 worldwide citation)

A system is provided for allocating resources in a call center. The system identifies a record associated with a resource in the call center. The record includes an attribute associated with the operation of the resource. The system controls the operation of the resource in response to the attribute ...


2
Suresh K Agarwal, Roy S Ho, Rosemary Glavin, Sophia Fang Jung Liu: Method and apparatus for compiling transaction processing workflows. Aspect Communications, Blakely Sokoloff Taylor & Zafman, September 4, 2001: US06286129 (32 worldwide citation)

A system, method, and article of manufacture is provided for compiling visual primitives of a transaction flow used by a transaction processing system. Visual primitives of the transaction flow are compiled into multiple routing instructions, which may be stored in a routing table. The routing instr ...