Inventor

FLOCKHART ANDREW D

US68 patents

⚠️ This page may combine multiple inventors who share the name “FLOCKHART ANDREW D”. Patents are grouped by organization below to help distinguish them — per-person disambiguation is on the roadmap.

FLOCKHART ANDREW D

AVAYA TECHNOLOGY CORP

Arrangement for efficiently updating status information of a network call-routing system

Call center agent selection that optimizes call wait times

Customized applet-on-hold arrangement

Optimizing call-center performance by using predictive data to distribute calls among agents

Optimizing call-center performance by using predictive data to distribute agents among calls

Workflow-scheduling optimization driven by target completion time

Timely shut-down of a real-time work center

Method of routing calls in an automatic call distribution network

Customer service by batch

Wait time prediction arrangement for non-real-time customer contacts

Estimation of a work item&#39;s wait-time from the present stages of processing of preceding work items

Arrangement for controlling the volume and type of contacts in an internet call center

Computer-telephony integration that uses features of an automatic call distribution system

FLOCKHART ANDREW D

One-to-one matching in a contact center

Dynamic work assignment strategies based on multiple aspects of agent proficiency

Method and apparatus for assessing the status of work waiting for service

Automated mechanism for populating and maintaining data structures in a queueless contact center

Work assignment deferment during periods of agent surplus

Method and apparatus for supporting individualized selection rules for resource allocation

Enhanced polling method and system

Analytics feedback and routing

Mechanism for multisite service state description

View and metrics for a queueless contact center

Method and apparatus for assessing the status of work waiting for service

Method and apparatus for assessing the status of work waiting for service

AVAYA INC

Prioritized service delivery based on presence and availability of interruptible enterprise resources with skills

Multi-tasking tracking agent

Automated workflow method for assigning work items to resources

Wait time predictor for long shelf-life work

System and method for detecting emotions at different steps in a communication

Method and apparatus for scheduling tasks

Method and apparatus for the simultaneous delivery of multiple contacts to an agent

Routing based on the contents of a shopping cart

Apparatus and method for call center call-back

Method and apparatus for load balancing work on a network of servers based on the probability of being serviced within a service time goal

Method and apparatus for global call queue in a global call center

Bidding work assignment on conference/subscribe RTP clearing house

LUCENT TECHNOLOGIES INC

Arrangement for equalizing levels of service among skills

Arrangement for improving retention of call center&#39;s customers

Waiting-call selection based on objectives

Waiting-call selection based on anticipated wait times

Call distribution based on agent occupancy

STEINER ROBERT C

Customer service teaming

Qualifier set creation for work assignment engine

KOHLER JOYLEE

Adaptive estimated wait time predictor

AT & T CORP

Expected wait-time indication arrangement

AVAYA TECHNOLOCY CORP

Direct customer control of a network router

PASI ALBERTO

Customer shared control in customer service scenarios

EICHOLZ ALAN DAVID

Training optimizer for contact center agents

Bengtson David Charles

Communications-enabled dynamic social network routing utilizing presence

Estimation of a work item's wait-time from the present stages of processing of preceding work items

Arrangement for improving retention of call center's customers