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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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Thomas S Fisher, Roy A Jensen, Martin I Reiman: System for automatically routing calls to call center agents in an agent surplus condition based on service levels. Avaya Technology, Patton Boggs, March 18, 2003: US06535600 (134 worldwide citation)

The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of a ...


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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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Thomas S Fisher, Roy A Jensen, Martin I Reiman: Arrangement for equalizing levels of service among skills. Lucent Technologies, David Volejnicek, April 18, 2000: US06052460 (88 worldwide citation)

In a skills-based ACD, an agent is selected to handle a call based on which available agent's handling of the call will produce the least deviation from the agent's target performance criteria, and a call is selected for handling by an agent based on which available call's handling will produce the ...


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Thomas S Fisher, Roy A Jensen, Martin I Reiman: System for automatically predicting call center agent work time in a multi-skilled agent environment. Avaya Technology, Patton Boggs, April 22, 2003: US06553114 (86 worldwide citation)

The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of a ...


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Roy A Jensen: Call management system using dynamic queue position. Avaya Technology, Sheridan Ross P C, May 23, 2006: US07050567 (84 worldwide citation)

A call center includes functionality for dynamically positioning newly received calls within an established call queue. The calls are positioned within the queue based on predefined service objectives for call types supported by the call center and a length of time that other calls have already been ...


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Thomas S Fisher, Roy A Jensen, Marty I Reiman: System for automatically routing calls to call center agents in an agent surplus condition based on agent occupancy. Avaya Technology, Duft Graziano & Forest P C, February 12, 2002: US06347139 (53 worldwide citation)

The system for automatically routing calls to call center agents in an agent surplus condition provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of a ...


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Roy A Jensen: Call management system using dynamic threshold adjustment. Avaya Technology, Sheridan Ross P C, May 25, 2004: US06741698 (50 worldwide citation)

A call center includes functionality for dynamically varying a threshold value associated with each of a number of different call types (i.e., skills) to be handled by the call center. A group of agents and a group of reserve agents are provided within the call center for use in handling incoming ca ...


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Thomas S Fisher, Roy A Jensen, Martin I Reiman: System for automatically routing calls to call center agents in an agent surplus condition based on delay probabilities. Avaya Technology, Patton Boggs, January 21, 2003: US06510221 (38 worldwide citation)

The system for automatically routing calls to call center agents provides the call center administrator with an automatic agent assignment paradigm which functions to automatically increase the efficiency of assigning multiple skill agents to contacts. The presence of an agent surplus condition prov ...