Method and apparatus for optimizing response time to events in queue

Number of patents in Portfolio can not be more than 2000

United States of America Patent

PATENT NO 9031087
APP PUB NO 20110286444A1
SERIAL NO

13090205

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ATTORNEY / AGENT: (SPONSORED)

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Abstract

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A system for optimizing response time to events or representations thereof waiting in a queue has a first server having access to the queue; a software application running on the first server; and a second server accessible from the first server, the second server containing rules governing the optimization. In a preferred embodiment, the software application at least periodically accesses the queue and parses certain ones of events or tokens in the queue and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned enabling faster treatment of those events resulting in relief from those events to the queue system load.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
GENESYS TELECOMMUNICATIONS LABORATORIES, INC.SAN FRANCISCO, CA557

International Classification(s)

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Petrovykh, Yevgeniy Walnut Creek, US 43 1145

Cited Art Landscape

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* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
* 9697101 Detecting errors in web application runtime environments 0 2016
 
Other [Check patent profile for assignment information] (3)
RE46776 Method and apparatus for optimizing response time to events in queue 0 2014
RE46852 Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue 0 2015
RE46853 Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue 0 2015
 
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (3)
RE46625 Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives 0 2014
RE46174 Method and apparatus for intelligent routing of instant messaging presence protocol (IMPP) events among a group of customer service representatives 4 2014
9648168 Method and apparatus for optimizing response time to events in queue 0 2016
* Cited By Examiner

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