Robert L Beard

US Patent:

7158628, Jan 2, 2007

Filed:

Aug 20, 2003

Appl. No.:

10/645917

Inventors:

Matthew G. A. McConnell - Alpharetta GA, US
John C. C. McIlwaine - Alpharetta GA, US
Rick Baggenstoss - Decatur GA, US
Scott Richter - Gainesville GA, US
Robert L. Beard - Alpharetta GA, US
Eric Blumthal - Atlanta GA, US
Jennifer C. East - Alpharetta GA, US
Lisa Marie Foley - Atlanta GA, US

Assignee:

Knowlagent, Inc. - Alpharetta GA

International Classification:

H04M 3/00

US Classification:

37926502, 37926503, 37926506, 37926512

Abstract:

A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selection process according to variations in state such as fluctuating call volume. When two or more metrics describe distinct aspects of an agent's performance and both aspects are relevant to agent selection, the algorithm can weigh each according to relative importance to the center's operational effectiveness. The present invention couples to the information infrastructure of a computer-based contact center and interfaces with the components of the center that acquire and maintain information pertinent to the agent-selection process. This connectivity delivers real-time information to the software algorithms and thereby facilitates rapid response to changing conditions.

US Patent:

20040202309, Oct 14, 2004

Filed:

Dec 11, 2003

Appl. No.:

10/733457

Inventors:

Rick Baggenstoss - Decatur GA, US
John McIlwaine - Alpharetta GA, US
Jennifer East - Alpharetta GA, US
Scott Richter - Gainesville GA, US
Robert Beard - Alpharetta GA, US
Lisa Foley - Atlanta GA, US

Assignee:

Knowlagent, Inc. - Alpharetta GA

International Classification:

H04M003/00
H04M005/00

US Classification:

379/265060

Abstract:

Managing the rate of delivering performance interventions, such as training sessions, to agents in a contact center, such as a call service center benefits the operations of the contact center. Managing this rate can include adjusting the number of performance interventions delivered in an increment of time according to the state of the contact center. The state of the contact center can be determined by monitoring or predicting contact center performance. Contact center performance increasing above or falling below a management input level can trigger an increase or decrease in intervention delivery rate. In coordination with determining delivery rate, agents can be selected to receive interventions based on ranked performance or need.