Inventor

STEINER ROBERT C

US64 patents

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

STEINER ROBERT C

AVAYA INC

Automated workflow method for assigning work items to resources

Wait time predictor for long shelf-life work

Method and apparatus for scheduling tasks

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

Variable compression queue

Mechanism for work assignment in a graph-based contact center

Mechanism for creation and utilization of an attribute tree in a contact center

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

Work assignment with bot agents

Secret transfers in contact centers

Mechanism for adaptive modification of an attribute tree in graph based contact centers

Mechanism for work assignment in a graph-based contact center

Contact advocate

Bidding work assignment on conference/subscribe RTP clearing house

Managing transaction complexity in a contact center

Interruptible work reassignment

Qualifier set creation for work assignment engine

Incorporating interactive voice response functions into a work assignment engine script

System, method, and apparatus for determining effectiveness of advanced call center routing algorithms

System and method for efficiently managing large contact centers

Automatic call notification groups

System and method for routing work requests to a resource group of an enterprise

Method and system for determining occupancy of resources in a multimodal contact center

Strategy pairing

Global logging and analysis 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

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

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

Agent skill promotion and demotion based on contact center state

Goal-based estimated wait time

STEINER ROBERT C

Grid-based contact center

Customer service teaming

Flow through call control

Qualifier set creation for work assignment engine

KOHLER JOYLEE

Adaptive estimated wait time predictor

Adjustment of contact routing decisions to reward agent behavior

Multi-tasking relief

AVAYA TECHNOLOGY CORP

Method and apparatus for graphically manipulating data tables

Pointers that are relative to their own present locations

LUCENT TECHNOLOGIES INC

Translation of an initially-unknown message