Telephonic communications – Centralized switching system – Call distribution to operator
Reexamination Certificate
2006-02-22
2010-12-14
Kuntz, Curtis (Department: 2614)
Telephonic communications
Centralized switching system
Call distribution to operator
C379S265050, C379S201110
Reexamination Certificate
active
07853006
ABSTRACT:
Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.
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), Purnam 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: 6330326 (2001-12-01), Whitt
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), Elazer
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: 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: 2001/0000962 (2001-05-01), Rajan
patent: 2001/0032335 (2001-10-01), Jones
patent: 2001/0043697 (2001-11-01), Cox 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: 2002/0143925 (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: 2004/0100507 (2004-05-01), Hayner et al.
patent: 2004/0165717 (2004-08-01), McIlwaine et al.
patent: 2005/0138560 (2005-06-01), Lee et al.
patent: 2006/0179064 (2006-08-01), Paz et al.
patent: 0453128 (1991-10-01), None
patent: 0773687 (1997-05-01), None
patent: 0989720 (2000-03-01), None
patent: 2369263 (2002-05-01), None
patent: WO 98/43380 (1998-11-01), None
patent: WO 00/16207 (2000-03-01), None
“Customer Spotlight: Navistar International,” Web pae, unverified print date of Apr. 1, 2002.
“DKSystems Integrates QM Perception with OnTrack for Training,” Web page, unvereified print date of Apr. 1, 2002, unverified cover date of Jun. 15, 1999.
ȁ
Bourke, Jr. Michael Robert
Fama Jason
Hamilton Edward
Hegebarth Kevin
Iannone Jeff
Kuntz Curtis
Le Karen L
Verint Americas Inc.
LandOfFree
Systems and methods for scheduling call center agents using... 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 scheduling call center agents using..., we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Systems and methods for scheduling call center agents using... will most certainly appreciate the feedback.
Profile ID: LFUS-PAI-O-4203777