US Patent No: 7,770,175

Number of patents in Portfolio can not be more than 2000

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

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ALSO PUBLISHED AS: 20050071844
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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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The present invention is directed to balancing resource loads. In particular, the present invention is directed to assigning work to service locations having the greatest probability of servicing the work within a target time. Because an average wait time is not necessarily equal to a probability of servicing work within a target time, the present invention is useful in meeting service target goals. Because the present invention operates by comparing the probability of a defined set of service locations to one another, absolute probabilities need not be calculated. Instead, relative probabilities may be used in assigning work.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2319

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Flockhart, Andrew D Thornton, CO 104 2527
Roybal, Larry John Westminster, CO 10 143
Steiner, Robert C Broomfield, CO 79 324

Cited Art Landscape

Patent Info (Count) # Cites Year
 
AVAYA INC. (38)
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5,754,639 Method and apparatus for queuing a call to the best split 189 1995
5,757,904 Context-sensitive presentation of information to call-center agents 163 1996
5,721,770 Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls 103 1996
5,903,877 Transaction center for processing customer transaction requests from alternative media sources 124 1996
5,828,747 Call distribution based on agent occupancy 214 1997
5,905,793 Waiting-call selection based on anticipated wait times 200 1997
5,982,873 Waiting-call selection based on objectives 191 1997
6,049,547 Lookahead interflow of traffic among a plurality of serving sites of one customer 57 1997
6,088,441 Arrangement for equalizing levels of service among skills 106 1997
6,192,122 Call center agent selection that optimizes call wait times 172 1998
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6,292,550 Dynamic call vectoring 64 1998
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6,356,632 Call selection and agent selection in a call center based on agent staffing schedule 86 1998
6,366,668 Method of routing calls in an automatic call distribution network 110 1999
6,463,346 Workflow-scheduling optimization driven by target completion time 68 1999
7,035,808 Arrangement for resource and work-item selection 44 1999
6,535,600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 101 1999
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2006/0015,388 Method and apparatus for supporting individualized selection rules for resource allocation 34 2004
2008/0275,751 METHOD AND APPARATUS FOR ASSESSING THE STATUS OF WORK WAITING FOR SERVICE 9 2008
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GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (15)
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ACCENTURE GLOBAL SERVICES LIMITED (13)
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2002/0002,464 SYSTEM AND METHOD FOR A TELEPHONIC EMOTION DETECTION THAT PROVIDES OPERATOR FEEDBACK 38 1999
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6,151,571 System, method and article of manufacture for detecting emotion in voice signals through analysis of a plurality of voice signal parameters 149 1999
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ASPECT COMMUNICATIONS CORPORATION (6)
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LUCENT TECHNOLOGIES INC. (6)
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E-TALK CORPORATION (5)
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MCI COMMUNICATIONS CORPORATION (5)
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MICROSOFT CORPORATION (5)
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AVAYA TECHNOLOGY LLC (4)
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6,560,649 Hierarchical service level remediation for competing classes based upon achievement of service level goals 65 1999
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FIRSTPOINT CONTACT TECHNOLOGIES, LLC (4)
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AT&T CORP. (3)
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AT&T INTELLECTUAL PROPERTY I, L.P. (3)
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INTEL CORPORATION (3)
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TERADATA US, INC. (3)
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COOPER T.G.S. L.L.C. (2)
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MOSAIX, INC. (2)
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NCR CORPORATION (2)
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Other [Check patent profile for assignment information] (7)
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Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
AVAYA INC. (2)
7,949,123 Wait time predictor for long shelf-life work 1 2004
8,675,860 Training optimizer for contact center agents 0 2012
 
AT&T INTELLECTUAL PROPERTY I, L.P. (1)
8,218,754 System, method and software for transitioning between speech-enabled applications using action-object matrices 0 2009
 
HEWLETT-PACKARD DEVELOPMENT COMPANY, L.P. (1)
7,962,916 Method of distributing load amongst two or more computer system resources 1 2005
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
8,127,032 Performance sampling in distributed systems 0 2007
 
UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA) (1)
8,046,281 System and method for automating initial claim assignment 0 2006

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