Paul E Richman

US Patent:

6392666, May 21, 2002

Filed:

Jul 21, 1999

Appl. No.:

09/358596

Inventors:

Lichan Hong - Naperville IL
Kenneth Charles Cox - Naperville IL
Vladimir Nepustil - Boulder CO
Paul Lawrence Richman - Boulder CO

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

G06K 300

US Classification:

345736, 345772

Abstract:

A novel telephone call center agent monitoring and display system has a graphical user interface that allows a call center manager to automatically display a detailed multiple bar graph view of the status of particular agents currently engaged in agent activities specified by the manager for a duration also specified by the manager, the detailed view being linked to a composite view of the status of all agents being monitored by the manager. In the preferred embodiment, an agent status summary view displays in bar graph form, the collective statuses of all categories of agent status monitored by a call center manager corresponding to the longest time in the category for all of the agents monitored by the manager. If desired, the manager can âdrill downâ to a linked detailed view to display the duration of every agent currently in a chosen status category when the duration in that activity is within a time window chosen by the manager. Using a pointer device or simple keystrokes, the manger can generate a highlighted rectangular area on the summary view defining both the agent statuses of interest and minimum and maximum durations of interest.

US Patent:

6542156, Apr 1, 2003

Filed:

Jul 21, 1999

Appl. No.:

09/358595

Inventors:

Lichan Hong - Naperville IL
Kenneth Charles Cox - Naperville IL
Vladimir Nepustil - Boulder CO
Paul Lawrence Richman - Boulder CO

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

G06T 1120

US Classification:

345440, 37926509, 379 9317

Abstract:

A novel telephone call center split monitoring and display system, uses an integrated three-dimensional bar chart to display multiple split activity information in a single view, enabling easy comparison and multiple split monitoring by split managers without crowded views or frequent toggling between several views.

US Patent:

6720967, Apr 13, 2004

Filed:

Mar 1, 2000

Appl. No.:

09/516088

Inventors:

Kenneth Charles Cox - Naperville IL
Lichan Hong - Naperville IL
Vladimir Nepustil - Boulder CO
Paul L Richman - Boulder CO

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

G06F 314

US Classification:

345440, 345734, 345736, 345835

Abstract:

A workflow display system in accordance with the principles of the present invention includes an output device, such as a cathode ray tube (CRT), liquid crystal display (LCD), or other display device and a display controller. The display controller and display operate in concert to display graphical images that are representative of workflow information. Textual information may also be displayed. Such a display may employ the size, color, and number of glyphs to represent the number of work units in one or more work states. Other display characteristics, such as patterns, flashing, or other such visual queues may also be employed to convey information about workflow in a manner which is readily comprehensible. For example, in a telephone contact and fulfillment center application, the size and/or number of circles may indicate the number of waiting calls in a given state.

US Patent:

6972761, Dec 6, 2005

Filed:

Aug 9, 2000

Appl. No.:

09/634158

Inventors:

Kenneth Charles Cox - Naperville IL, US
Lichan Hong - Mountain View CA, US
Vladimir Nepustil - Boulder CO, US
Paul L. Richman - Boulder CO, US

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

G06T011/20

US Classification:

345440, 715734, 715736

Abstract:

A work center monitoring system includes an output device, such as a cathode ray tube (CRT), liquid crystal display (LCD), or other display device and a display controller. The controller formats work center information to be displayed on the output device as single-valued and multi-valued display segments. Each segment displays information related to work center activities, which may be categorized as various skills. The displays may be provided to a work center supervisor to assist in the management of a work center, such as a contact and fulfillment center. Current and historical values of the parameters may be displayed, simultaneously, or in sequence. The values of the displayed parameters may be different types, such as any of a variety of numerical representations which might represent the number of calls in one or more queues, or the oldest call in a queue, for example. The values may be indicative of the elapsed time for servicing the oldest call in a queue, or other indications of time. The information being displayed may derive from a number of sources such as a work center management database, directly from a call management system, or from some other source.

US Patent:

7239316, Jul 3, 2007

Filed:

Nov 13, 2000

Appl. No.:

09/711403

Inventors:

Kenneth Charles Cox - Naperville IL, US
Lichan Hong - Mountain View CA, US
Paul L. Richman - Boulder CO, US
Jose F. Velez - Denver CO, US
Robert C Steiner - Broomfield CO, US

Assignee:

Avaya Technology Corp. - Basking Ridge NJ

International Classification:

G06T 11/20

US Classification:

345440, 3454401, 707102

Abstract:

An interactive display system includes a display such as a cathode ray tube (CRT), for example, and a display controller. The display controller and display operate in concert to display graphical images that are representative of numerical, tabular, data. The display system may be used to edit, for example, to create or modify, the data tables being graphically represented. The edited data tables may be used to simulate processes, such as workflow processes.