Inventor · disambiguated record
Joylee E. Kohler
Also filed as: KOHLER JOYLEE · KOHLER JOYLEE E
55 granted patents·14 pending applications·7,268 citations·filing 1982–2019
99Inventor score
Files withAVAYA INC18AVAYA TECHNOLOGY CORP13FLOCKHART ANDREW D9LUCENT TECHNOLOGIES INC5FAGUNDES LUCIANO GODOY4
Top patents by PatentIndex Score
69 records- 0198US7936867B1Multi-service request within a contact centerAVAYA INC·Filed 2006·Granted May 3, 2011·283 cites·25 claims
- 0298US6661889B1Methods and apparatus for multi-variable work assignment in a call centerAVAYA TECHNOLOGY CORP·Filed 2000·Granted Dec 9, 2003·305 cites·19 claims
- 0398US6535601B1Skill-value queuing in a call centerAVAYA TECHNOLOGY CORP·Filed 1998·Granted Mar 18, 2003·392 cites·22 claims
- 0498US6173053B1Optimizing call-center performance by using predictive data to distribute calls among agentsAVAYA TECHNOLOGY CORP·Filed 1998·Granted Jan 9, 2001·594 cites·14 claims
- 0598US6163607AOptimizing call-center performance by using predictive data to distribute agents among callsAVAYA TECHNOLOGY CORP·Filed 1998·Granted Dec 19, 2000·768 cites·15 claims
- 0698US5905793AWaiting-call selection based on anticipated wait timesLUCENT TECHNOLOGIES INC·Filed 1997·Granted May 18, 1999·389 cites·18 claims
- 0797US8000989B1Using true value in routing work items to resourcesAVAYA INC·Filed 2004·Granted Aug 16, 2011·287 cites·16 claims
- 0897US7734032B1Contact center and method for tracking and acting on one and done customer contactsAVAYA INC·Filed 2004·Granted Jun 8, 2010·265 cites·38 claims
- 0997US6192122B1Call center agent selection that optimizes call wait timesAVAYA TECHNOLOGY CORP·Filed 1998·Granted Feb 20, 2001·352 cites·8 claims
- 1097US5206903AAutomatic call distribution based on matching required skills with agents skillsAT & T BELL LAB·Filed 1990·Granted Apr 27, 1993·1.1k cites·15 claims
- 1196US8761380B2Adaptive estimated wait time predictorKOHLER JOYLEE·Filed 2012·Granted Jun 24, 2014·141 cites·20 claims
- 1296US5982873AWaiting-call selection based on objectivesLUCENT TECHNOLOGIES INC·Filed 1997·Granted Nov 9, 1999·321 cites·20 claims
- 1396US5721770AAgent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting callsLUCENT TECHNOLOGIES INC·Filed 1996·Granted Feb 24, 1998·311 cites·16 claims
- 1495US5828747ACall distribution based on agent occupancyLUCENT TECHNOLOGIES INC·Filed 1997·Granted Oct 27, 1998·362 cites·32 claims
- 1594US8938063B1Contact center service monitoring and correctingHACKBARTH KENNETH R·Filed 2006·Granted Jan 20, 2015·142 cites·24 claims
- 1693US8913736B2System and method for delivering a contact to a preferred agent after a set wait periodKOHLER JOYLEE E·Filed 2011·Granted Dec 16, 2014·143 cites·22 claims
- 1792US8811597B1Contact center performance predictionHACKBARTH KENNETH R·Filed 2006·Granted Aug 19, 2014·48 cites·23 claims
- 1891US8634541B2Work assignment deferment during periods of agent surplusFLOCKHART ANDREW D·Filed 2012·Granted Jan 21, 2014·15 cites·18 claims
- 1991US6088441AArrangement for equalizing levels of service among skillsLUCENT TECHNOLOGIES INC·Filed 1997·Granted Jul 11, 2000·171 cites·10 claims
- 2090US7336779B2Topical dynamic chatAVAYA TECHNOLOGY CORP·Filed 2002·Granted Feb 26, 2008·87 cites·47 claims
- 2189US7711104B1Multi-tasking tracking agentAVAYA INC·Filed 2004·Granted May 4, 2010·57 cites·37 claims
- 2288US6636598B1Automated transaction distribution system and method implementing transaction distribution to unavailable agentsAVAYA TECHNOLOGY CORP·Filed 2000·Granted Oct 21, 2003·55 cites·33 claims
- 2388US6563920B1Methods and apparatus for processing of communications in a call center based on variable rest period determinationsAVAYA TECHNOLOGY CORP·Filed 1999·Granted May 13, 2003·143 cites·37 claims
- 2487US8457300B2Instant message contact management in a contact centerHEMM THOMAS L·Filed 2010·Granted Jun 4, 2013·15 cites·22 claims
- 2587US7415417B2Presence awareness agentAVAYA TECHNOLOGY CORP·Filed 2002·Granted Aug 19, 2008·54 cites·27 claims
- 2687US6847714B2Accent-based matching of a communicant with a call-center agentAVAYA TECHNOLOGY CORP·Filed 2002·Granted Jan 25, 2005·55 cites·20 claims
- 2782US8718268B2Customer service teamingSTEINER ROBERT C·Filed 2012·Granted May 6, 2014·4 cites·20 claims
- 2881US8688684B2Qualifier set creation for work assignment engineSTEINER ROBERT C·Filed 2012·Granted Apr 1, 2014·3 cites·9 claims
- 2981US8391463B1Method and apparatus for identifying related contactsKIEFHABER SARAH H·Filed 2006·Granted Mar 5, 2013·12 cites·23 claims
- 3080US5392346AMobile log-in capability featuring fixed physical (terminal-dependent) translations and portable logical (user-dependent) translationsAT & T CORP·Filed 1994·Granted Feb 21, 1995·97 cites·34 claims
- 3179US6973176B1Method and apparatus for rotating auto reserve agentsAVAYA TECHNOLOGY CORP·Filed 2003·Granted Dec 6, 2005·39 cites·27 claims
- 3278US6359982B1Methods and apparatus for determining measures of agent-related occupancy in a call centerAVAYA TECHNOLOGY CORP·Filed 1999·Granted Mar 19, 2002·74 cites·34 claims
- 3377US10467560B2System and method for adaptive multiple contact assignmentKOHLER JOYLEE E·Filed 2010·Granted Nov 5, 2019·7 cites·24 claims
- 3477US9451087B2Agent matching based on video analysis of customer presentationFAGUNDES LUCIANO GODOY·Filed 2012·Granted Sep 20, 2016·5 cites·20 claims
- 3577US7809127B2Method for discovering problem agent behaviorsAVAYA INC·Filed 2005·Granted Oct 5, 2010·7 cites·36 claims
- 3676US8380555B2System and method for identifying and managing customer needsAVAYA INC·Filed 2008·Granted Feb 19, 2013·5 cites·34 claims
- 3776US7729490B2Post-termination contact managementAVAYA INC·Filed 2004·Granted Jun 1, 2010·24 cites·23 claims
- 3876US4486626AMethod of and system for limiting access to a group of telephone trunksAT & T TECHNOLOGIES INC·Filed 1982·Granted Dec 4, 1984·22 cites·5 claims
- 3975US8873739B2Instant message contact management in a contact centerAVAYA INC·Filed 2013·Granted Oct 28, 2014·1 cites·11 claims
- 4074US8718267B2Analytics feedback and routingFLOCKHART ANDREW D·Filed 2011·Granted May 6, 2014·3 cites·20 claims
- 4171US8488772B2Grouping of contact center agentsFAGUNDES LUCIANO GODOY·Filed 2011·Granted Jul 16, 2013·1 cites·27 claims
- 4267US8965878B2Qualifier set creation for work assignment engineAVAYA INC·Filed 2014·Granted Feb 24, 2015·0 cites·10 claims
- 4365US8953775B2System, method, and apparatus for determining effectiveness of advanced call center routing algorithmsAVAYA INC·Filed 2012·Granted Feb 10, 2015·1 cites·20 claims
- 4465US8903080B2Goal-based estimated wait timeFLOCKHART ANDREW D·Filed 2011·Granted Dec 2, 2014·1 cites·20 claims
- 4565US8699695B2Automatic call notification groupsAVAYA INC·Filed 2012·Granted Apr 15, 2014·1 cites·21 claims
- 4665US6614903B1Methods and apparatus for service state-based processing of communications in a call centerAVAYA TECHNOLOGY CORP·Filed 1999·Granted Sep 2, 2003·110 cites·20 claims
- 4765US2019306317A1Premises enabled mobile kiosk, using customers' mobile communication deviceAVAYA INC·Filed 2019·Application pending·0 cites
- 4863US9100480B2Adjustment of contact routing decisions to reward agent behaviorKOHLER JOYLEE·Filed 2012·Granted Aug 4, 2015·1 cites·17 claims
- 4963US8699691B2Multi-tasking reliefKOHLER JOYLEE·Filed 2012·Granted Apr 15, 2014·1 cites·17 claims
- 5061US2004193475A1Transitory contact managementFiled 2004·Application pending·0 cites
Showing the top 50 of 69 patent records by PatentIndex Score.
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Identity basis: PatentsView inventor disambiguation (2025Q4-odp release). How scoring works →