Methods and Apparatus for Managing Interaction Processing

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United States of America Patent

APP PUB NO 20120197678A1
SERIAL NO

13018880

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Abstract

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A computing appliance includes a processor, an interface to an external network, an interface to a local area network, software executing on a machine-readable medium, wherein the software provides, a function for determining the ratio of busy time compared to idle time affecting a worker during task and multitask performance, a function for assigning a value defining a natural capacity of the worker to process a specific task type without developing a significant backlog, a function for assigning new tasks to the worker performing significantly under a natural capacity value for the type of task or tasks being processed, and a function for withholding one or more tasks from the worker performing near or at the natural capacity with developing backlog.

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Patent Owner(s)

Patent OwnerAddress
GENESYS TELECOMMUNICATIONS LABORATORIES INC2001 JUNIPERO SERRA BLVD DALY CITY CA 94014

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Korolev, Nikolay Concord, US 37 783
Ristock, Herbert Walnut Creek, US 25 544

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