Utilizing small group call center agents to improve productivity without impacting service level targets

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 8036371
APP PUB NO 20070129996A1
SERIAL NO

11293908

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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In a call center, a plurality of agents comprises at least a first group associated with a first skill and a second group associated with a second skill. The second group may have a substantially larger number of agents than the first group, and accordingly the first and second groups may be referred to as small and large groups, respectively, and the first and second skills may be referred to as small and large skills, respectively. In one embodiment, if a service level target for the small skill is being met, and a number of available agents in the small group exceeds a specified minimum available agent requirement, at least one of the available agents in the small group is selected and designated as eligible for handling a communication involving the large skill, without assigning that agent to the large group or removing that agent from the small group.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
AVAYA INC.BASKING RIDGE, NJ2871

International Classification(s)

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Babine, Brigite M Lewiston, US 1 6
Foster, Robin H Little Silver, US 24 2005

Cited Art Landscape

Patent Info (Count) # Cites Year
 
Other [Check patent profile for assignment information] (1)
* 2002/0169,820 PROCESS POOL METHODS AND APPARATUS 6 1998
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (2)
* 6704765 System for allocating resources among agent processes 4 1994
* 5706516 System for communicating messages among agent processes 73 1995
 
WILMINGTON TRUST, NATIONAL ASSOCIATION, AS ADMINISTRATIVE AGENT (3)
* 5978465 Method and apparatus for allocating resources in a call center 79 1997
* 6061347 ACD with packet data based agent interconnect 67 1998
* 6856680 Contact center autopilot algorithms 18 2001
 
AVAYA INC. (14)
6353667 Minimum interruption cycle time threshold for reserve call center agents 40 1998
6535601 Skill-value queuing in a call center 123 1998
6366666 Adjustment of call selection to achieve target values for interval-based performance metrics in a call center 93 1998
6925165 Call selection based on continuum skill levels in a call center 24 1998
6356632 Call selection and agent selection in a call center based on agent staffing schedule 113 1998
6760428 Modification of voice prompting based on prior communication in a call center 16 1999
* 6535600 System for automatically routing calls to call center agents in an agent surplus condition based on service levels 131 1999
6563920 Methods and apparatus for processing of communications in a call center based on variable rest period determinations 93 1999
6614903 Methods and apparatus for service state-based processing of communications in a call center 79 1999
6732188 Method for providing customer treatment based on specified rules in conjunction with network source address of a request originator 59 1999
6661889 Methods and apparatus for multi-variable work assignment in a call center 72 2000
* 6741698 Call management system using dynamic threshold adjustment 41 2000
6633640 Methods and apparatus for analysis of load-balanced multi-site call processing systems 35 2000
* 6973176 Method and apparatus for rotating auto reserve agents 15 2003
 
SIEMENS ENTERPRISE COMMUNICATIONS, INC. (1)
* 5519773 Call sharing for inbound and outbound call center agents 81 1994
 
E-TALK CORPORATION (1)
* 7072966 Skills-based routing of a communication session 24 2001
 
SBC TECHNOLOGY RESOURCES, INC. (1)
* 6389400 System and methods for intelligent routing of customer requests using customer and agent models 217 1999
* Cited By Examiner

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