Inventor

MATHEWS EUGENE P

US36 patents

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

MATHEWS EUGENE P

AVAYA TECHNOLOGY CORP

Methods and apparatus for multi-variable work assignment in a call center

Skill-value queuing in a call center

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

Methods and apparatus for service state-based processing of communications in a call center

Methods and apparatus for processing of communications in a call center based on variable rest period determinations

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

Intelligent inbound/outbound communications blending

Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator

Timely shut-down of a real-time work center

Method of routing calls in an automatic call distribution network

Methods and apparatus for determining measures of agent-related occupancy in a call center

Call selection and agent selection in a call center based on agent staffing schedule

Minimum interruption cycle time threshold for reserve call center agents

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

Adjustment of call selection to achieve target values for interval-based performance metrics in a call center

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

Ring network implemented by telephony switches and links

Uninterrupted automatic call distribution during failure and recovery of computer-telephony integration

Method and apparatus for the efficient utilization of trunk bandwidth in a global enterprise

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

Lookahead interflow of traffic among a plurality of serving sites of one customer

Telecommunication network with integrated network-wide automatic call distribution

AVAYA INC

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

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

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

AT & T BELL LAB

Automatic call distribution based on matching required skills with agents skills

AVAYA TECHNOLOCY CORP

Direct customer control of a network router

FLOCKHART ANDREW

Method and apparatus for the automated delivery of notifications to contacts based on predicted work prioritization

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