Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-03-31
2010-11-02
Smith, Creighton (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C705S002000
Reexamination Certificate
active
07826608
ABSTRACT:
Systems and methods for determining workforce staffing statistics in a contact center are disclosed. In one embodiment, the method comprises the steps of: receiving activity records associated with agents; and producing queue-specific staff counts for an interval. The counts are based on an activity record subset, and an agent skill, and a contact queue skill set. In one embodiment, the system comprises: an activity collector operative to receive events; and a staff statistics calculator operative to determine a staff count for a specified staffing interval. Each of the events describes a worker activity. In this embodiment, the calculator comprises: logic for receiving activity records derived from one of the events; logic for identifying contact queues for each worker in the activity records; and logic for incrementing a contact queue staff count if at least one skill for the respective worker is included in the respective contact skill set.
REFERENCES:
patent: 3594919 (1971-07-01), De Bell et al.
patent: 3705271 (1972-12-01), De Bell et al.
patent: 4510351 (1985-04-01), Costello et al.
patent: 4684349 (1987-08-01), Ferguson et al.
patent: 4694483 (1987-09-01), Cheung
patent: 4763353 (1988-08-01), Canale et al.
patent: 4815120 (1989-03-01), Kosich
patent: 4924488 (1990-05-01), Kosich
patent: 4953159 (1990-08-01), Hayden et al.
patent: 5016272 (1991-05-01), Stubbs et al.
patent: 5101402 (1992-03-01), Chiu et al.
patent: 5117225 (1992-05-01), Wang
patent: 5210789 (1993-05-01), Jeffus et al.
patent: 5239460 (1993-08-01), LaRoche
patent: 5241625 (1993-08-01), Epard et al.
patent: 5267865 (1993-12-01), Lee et al.
patent: 5299260 (1994-03-01), Shaio
patent: 5311422 (1994-05-01), Loftin et al.
patent: 5315711 (1994-05-01), Barone et al.
patent: 5317628 (1994-05-01), Misholi et al.
patent: 5347306 (1994-09-01), Nitta
patent: 5388252 (1995-02-01), Dreste et al.
patent: 5396371 (1995-03-01), Henits et al.
patent: 5432715 (1995-07-01), Shigematsu et al.
patent: 5465286 (1995-11-01), Clare et al.
patent: 5475625 (1995-12-01), Glaschick
patent: 5485569 (1996-01-01), Goldman et al.
patent: 5491780 (1996-02-01), Fyles et al.
patent: 5499291 (1996-03-01), Kepley
patent: 5535256 (1996-07-01), Maloney et al.
patent: 5572652 (1996-11-01), Robusto et al.
patent: 5577112 (1996-11-01), Cambray et al.
patent: 5590171 (1996-12-01), Howe et al.
patent: 5597312 (1997-01-01), Bloom et al.
patent: 5619183 (1997-04-01), Ziegra et al.
patent: 5696906 (1997-12-01), Peters et al.
patent: 5717879 (1998-02-01), Moran et al.
patent: 5721842 (1998-02-01), Beasley et al.
patent: 5742670 (1998-04-01), Bennett
patent: 5748499 (1998-05-01), Trueblood
patent: 5778182 (1998-07-01), Cathey et al.
patent: 5784452 (1998-07-01), Carney
patent: 5790798 (1998-08-01), Beckett, II et al.
patent: 5796952 (1998-08-01), Davis et al.
patent: 5809247 (1998-09-01), Richardson et al.
patent: 5809250 (1998-09-01), Kisor
patent: 5825869 (1998-10-01), Brooks et al.
patent: 5835572 (1998-11-01), Richardson, Jr. et al.
patent: 5862330 (1999-01-01), Anupam et al.
patent: 5864772 (1999-01-01), Alvarado et al.
patent: 5884032 (1999-03-01), Bateman et al.
patent: 5907680 (1999-05-01), Nielsen
patent: 5918214 (1999-06-01), Perkowski
patent: 5923746 (1999-07-01), Baker et al.
patent: 5933811 (1999-08-01), Angles et al.
patent: 5944791 (1999-08-01), Scherpbier
patent: 5948061 (1999-09-01), Merriman et al.
patent: 5958016 (1999-09-01), Chang et al.
patent: 5964836 (1999-10-01), Rowe et al.
patent: 5978648 (1999-11-01), George et al.
patent: 5982857 (1999-11-01), Brady
patent: 5987466 (1999-11-01), Greer et al.
patent: 5990852 (1999-11-01), Szamrej
patent: 5991373 (1999-11-01), Pattison et al.
patent: 5991796 (1999-11-01), Anupam et al.
patent: 6005932 (1999-12-01), Bloom
patent: 6009429 (1999-12-01), Greer et al.
patent: 6014134 (2000-01-01), Bell et al.
patent: 6014647 (2000-01-01), Nizzari et al.
patent: 6018619 (2000-01-01), Allard et al.
patent: 6035332 (2000-03-01), Ingrassia et al.
patent: 6038544 (2000-03-01), Machin et al.
patent: 6039575 (2000-03-01), L'Allier et al.
patent: 6057841 (2000-05-01), Thurlow et al.
patent: 6058163 (2000-05-01), Pattison et al.
patent: 6061798 (2000-05-01), Coley et al.
patent: 6072860 (2000-06-01), Kek et al.
patent: 6076099 (2000-06-01), Chen et al.
patent: 6078894 (2000-06-01), Clawson et al.
patent: 6091712 (2000-07-01), Pope et al.
patent: 6108711 (2000-08-01), Beck et al.
patent: 6122665 (2000-09-01), Bar et al.
patent: 6122668 (2000-09-01), Teng et al.
patent: 6130668 (2000-10-01), Stein
patent: 6138139 (2000-10-01), Beck et al.
patent: 6144991 (2000-11-01), England
patent: 6146148 (2000-11-01), Stuppy
patent: 6151622 (2000-11-01), Fraenkel et al.
patent: 6154771 (2000-11-01), Rangan et al.
patent: 6157808 (2000-12-01), Hollingsworth
patent: 6171109 (2001-01-01), Ohsuga
patent: 6182094 (2001-01-01), Humpleman et al.
patent: 6195679 (2001-02-01), Bauersfeld et al.
patent: 6201948 (2001-03-01), Cook et al.
patent: 6211451 (2001-04-01), Tohgi et al.
patent: 6225993 (2001-05-01), Lindblad et al.
patent: 6230197 (2001-05-01), Beck et al.
patent: 6236977 (2001-05-01), Verba et al.
patent: 6244758 (2001-06-01), Solymar et al.
patent: 6282548 (2001-08-01), Burner et al.
patent: 6286030 (2001-09-01), Wenig et al.
patent: 6286046 (2001-09-01), Bryant
patent: 6288753 (2001-09-01), DeNicola et al.
patent: 6289340 (2001-09-01), Puram et al.
patent: 6301462 (2001-10-01), Freeman et al.
patent: 6301573 (2001-10-01), McIlwaine et al.
patent: 6324282 (2001-11-01), McIlwaine et al.
patent: 6347374 (2002-02-01), Drake et al.
patent: 6351467 (2002-02-01), Dillon
patent: 6353851 (2002-03-01), Anupam et al.
patent: 6360250 (2002-03-01), Anupam et al.
patent: 6370574 (2002-04-01), House et al.
patent: 6404857 (2002-06-01), Blair et al.
patent: 6411989 (2002-06-01), Anupam et al.
patent: 6418471 (2002-07-01), Shelton et al.
patent: 6459787 (2002-10-01), McIlwaine et al.
patent: 6487195 (2002-11-01), Choung et al.
patent: 6493758 (2002-12-01), McLain
patent: 6502131 (2002-12-01), Vaid et al.
patent: 6510220 (2003-01-01), Beckett, II et al.
patent: 6535909 (2003-03-01), Rust
patent: 6542602 (2003-04-01), Elazar
patent: 6546405 (2003-04-01), Gupta et al.
patent: 6560328 (2003-05-01), Bondarenko et al.
patent: 6583806 (2003-06-01), Ludwig et al.
patent: 6606657 (2003-08-01), Zilberstein et al.
patent: 6665644 (2003-12-01), Kanevsky et al.
patent: 6674447 (2004-01-01), Chiang et al.
patent: 6683633 (2004-01-01), Holtzblatt et al.
patent: 6697858 (2004-02-01), Ezerzer et al.
patent: 6724887 (2004-04-01), Eilbacher et al.
patent: 6738456 (2004-05-01), Wrona et al.
patent: 6757361 (2004-06-01), Blair et al.
patent: 6766012 (2004-07-01), Crossley
patent: 6772396 (2004-08-01), Cronin et al.
patent: 6775377 (2004-08-01), McIlwaine et al.
patent: 6792575 (2004-09-01), Samaniego et al.
patent: 6810414 (2004-10-01), Brittain
patent: 6820083 (2004-11-01), Nagy et al.
patent: 6823384 (2004-11-01), Wilson et al.
patent: 6870916 (2005-03-01), Henrikson et al.
patent: 6901438 (2005-05-01), Davis et al.
patent: 6959078 (2005-10-01), Eilbacher et al.
patent: 6965886 (2005-11-01), Govrin et al.
patent: 7418094 (2008-08-01), Golitsin et al.
patent: 7478051 (2009-01-01), Nourbakhsh et al.
patent: 2001/0000962 (2001-05-01), Rajan
patent: 2001/0032335 (2001-10-01), Jones
patent: 2001/0043697 (2001-11-01), Cox et al.
patent: 2002/0018554 (2002-02-01), Jensen et al.
patent: 2002/0038363 (2002-03-01), MacLean
patent: 2002/0052948 (2002-05-01), Baudu et al.
patent: 2002/0065911 (2002-05-01), Von Klopp et al.
patent: 2002/0065912 (2002-05-01), Catchpole et al.
patent: 2002/0128925 (2002-09-01), Angeles
patent: 2002/0143597 (2002-10-01), Andre et al.
patent: 2002/0143925 (2002-10-01), Pricer et al.
patent: 2002/0165954 (2002-11-01), Eshghi et al.
patent: 2003/0055883 (2003-03-01), Wiles et al.
patent: 2003/0079020 (2003-04-01), Gourraud et al.
patent: 2003/0144900 (2003-07-01), Whitmer
patent: 2003/0154240 (2003-08-01), Nygren et al.
patent: 2003/0177017 (2003-09-01), Boyer et al.
patent: 2004/0100507 (2004-05-01), Hayner et al.
patent: 2004/0165717 (20
Bourke Mike
Fama Jason
Peleg Uri
Prabhu Vinod
Smith Creighton
Verint Americas Inc.
LandOfFree
Systems and methods for calculating workforce staffing... does not yet have a rating. At this time, there are no reviews or comments for this patent.
If you have personal experience with Systems and methods for calculating workforce staffing..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Systems and methods for calculating workforce staffing... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-4246228