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Afiniti Inactive

Utility
Techniques for data matching in a contact center system
26 Jul 22
Techniques for data matching in a contact center system are disclosed.
Zia Chishti
Filed: 29 Nov 17
Utility
Techniques for behavioral pairing in a contact center system
5 Jul 22
Techniques for behavioral pairing in a contact center system are disclosed.
Zia Chishti
Filed: 21 Jan 21
Utility
Techniques for benchmarking performance in a contact center system
14 Jun 22
Techniques for benchmarking performance in a contact center system are disclosed.
Zia Chishti
Filed: 12 Nov 21
Utility
Techniques for benchmarking performance in a contact center system
7 Jun 22
Techniques for benchmarking performance in a contact center system are disclosed.
Zia Chishti
Filed: 9 Nov 20
Utility
Call Mapping Systems and Methods Using Variance Algorithm (Va) And/or Distribution Compensation
5 May 22
In the field of telecommunications, methods, systems, and tangible, non-transitory computer-readable mediums comprising program code are disclosed that comprise receiving a set of agents defining a first agent, a second agent, and a third agent available for pairing to a contact at a contact center; and selecting the first agent for pairing to the contact based on a pairing strategy, wherein the pairing strategy is configured such that if the third agent had not been available, the second agent would have been selected for pairing to the contact, and wherein the third agent has been waiting the longest and occupied the least among the set of agents.
S. James P. Spottiswoode, Zia Chishti
Filed: 14 Jan 22
Utility
Call Mapping Systems and Methods Using Variance Algorithm (Va) And/or Distribution Compensation
5 May 22
In the field of telecommunications, methods, systems, and tangible, non-transitory computer-readable mediums comprising program code are disclosed that comprise receiving a first agent, a second agent, a third agent, and a fourth agent available for pairing to a contact; and selecting the first agent for pairing to the contact based on a pairing strategy, wherein the pairing strategy is configured such that if the third agent and fourth agent had not been available, the second agent would have been selected for pairing to the contact, wherein the pairing strategy is configured such that if the first agent had not been available, the third agent would have been selected for pairing to the contact.
S. James P. Spottiswoode, Zia Chishti
Filed: 14 Jan 22
Utility
Matching Using Agent/caller Sensitivity to Performance
28 Apr 22
A method, system and program product, the method comprising: obtaining for each call in one set of calls a respective pattern representing multiple different respective data fields; obtaining performance data for the respective patterns of the calls; obtaining performance data for the respective agents; determining agent performance sensitivity to call pattern performance for agents in a set of agents comprising the agent performance data correlated to call performance data for the calls the agent handles; and matching a respective one of the agents from the set of agents to one of the calls based at least in part on the performance data for the respective pattern of the one call and on the agent sensitivity to call performance for the respective one agent of the set of agents.
Ittai KAN, Zia CHISHTI, Akbar A. MERCHANT
Filed: 10 Jan 22
Utility
Techniques for Workforce Management In a Task Assignment System
28 Apr 22
Techniques for workforce management in a task assignment system are disclosed.
Denys LIUBYVYI
Filed: 10 Jan 22
Utility
Techniques for behavioral pairing in a contact center system
26 Apr 22
Techniques for behavioral pairing in a contact center system are disclosed.
Zia Chishti
Filed: 13 Jul 20
Utility
Techniques for benchmarking pairing strategies in a contact center system
29 Mar 22
A method is provided.
Zia Chishti
Filed: 19 Mar 21
Utility
Techniques for Behavioral Pairing In a Contact Center System
24 Mar 22
Techniques for behavioral pairing in a contact center system are disclosed.
Ittai KAN, Michael Richard KLUGERMAN, Blake Jay RILEY
Filed: 30 Nov 21
Utility
Techniques for behavioral pairing in a contact center system
22 Mar 22
Techniques for behavioral pairing in a contact center system are disclosed.
Zia Chishti
Filed: 21 Jan 21
Utility
Techniques for behavioral pairing in a contact center system
22 Mar 22
Techniques for behavioral pairing in a contact center system are disclosed.
Zia Chishti
Filed: 21 Jan 21
Utility
Techniques for Benchmarking Performance In a Contact Center System
10 Mar 22
Techniques for benchmarking performance in a contact center system are disclosed.
Zia CHISHTI
Filed: 12 Nov 21
Utility
Techniques for Sharing Control of Assigning Tasks Between an External Pairing System and a Task Assignment System with an Internal Pairing System
10 Mar 22
Techniques for sharing control of assigning tasks between an external pairing system and a task assignment system with an internal pairing system are disclosed.
Ain CHISHTY, Hassan AFZAL
Filed: 16 Nov 21
Utility
Techniques for Benchmarking Pairing Strategies In a Contact Center System
10 Mar 22
There are provided a method, a system configured to perform the method, and a computer program product comprising instructions which when executed by processing circuitry of the system cause the system to perform the method.
Zia CHISHTI
Filed: 15 Nov 21
Utility
Techniques for behavioral pairing in a task assignment system
8 Mar 22
Techniques for behavioral pairing in a task assignment system are disclosed.
Ittai Kan, Zia Chishti, Vikash Khatri, James Edward Elmore
Filed: 17 Dec 19
Utility
Techniques for behavioral pairing in a contact center system
1 Mar 22
Techniques for behavioral pairing in a contact center system are disclosed.
Zia Chishti
Filed: 13 Jul 20
Utility
Techniques for estimating expected performance in a task assignment system
1 Mar 22
Techniques for estimating expected performance of a task assignment strategy in a task assignment system are disclosed.
Zia Chishti, Ittai Kan, Vikash Khatri
Filed: 16 Jul 20
Utility
Techniques for benchmarking pairing strategies in a contact center system
1 Mar 22
A method is provided.
Zia Chishti
Filed: 18 Mar 21
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