US6005932A
Expired / Lapsed
US
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Dynamic schedule profiler for ACD
Assignee: Rockwell Firstpoint Contact Corp
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Filing: 1997-12-24
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Granted: 1999-12-21
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Expires: 2017-12-24
Abstract
Abstract A method and apparatus are provided for scheduling agents supporting operation of an ACD. The method includes the steps of establishing a scheduling period and identifying a plurality of agents to the ACD for supporting the operation of the ACD during the scheduling period. The method further includes the step of applying a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period which generally periodic deviation schedule is periodic over a plurality of days of the scheduling period.
Inventors
- 👤 Joseph Bloom
Bibliographic Details
Application Number
—
Jurisdiction
US
Data Source
google_patents
Last Synchronized
2026-11-08 16:49
CPC Classifications
H; H04; H04M; H04M3/00; H04M3/42; H04M3/50; H04M3/51; H04M2242/00; H04M2242/22; H04M3/42025; H04M3/42085; H04M3/42102; H04M3/5175; H04M3/523; H04M7/00; H04M7/12; H04Q; H04Q3/00; H04Q3/72
Claims Analysis
Total Claims: 30
Claim 1
Independent Claim
73 words
A method of scheduling agents supporting operation of an ACD, such method comprising the steps of: establishing a scheduling period; identifying a plurality of agents to the ACD for supporting the operation of the ACD during the scheduling period; applying a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period which generally periodic deviation schedule is periodic over a plurality of days of the scheduling period.
Claim 2
Independent Claim
73 words
A method of scheduling agents supporting operation of an ACD, such method comprising the steps of: establishing a scheduling period; identifying a plurality of agents to the ACD for supporting the operation of the ACD during the scheduling period; applying a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period which generally periodic deviation schedule is periodic over a plurality of days of the scheduling period.
Claim 3
Dependent Claim
23 words
The method as in claim 1 wherein the step of establishing the scheduling period further comprises selecting fourteen days as the scheduling period.
Claim 4
Dependent Claim
37 words
The method as in claim 1 wherein the step of establishing the scheduling period further comprises including a shift start time and a shift end time for each work day as scheduling information for the scheduling period.
Claim 5
Dependent Claim
26 words
The method as in claim 1 wherein the step of establishing the scheduling period further comprises entering the scheduling period into a processor of the ACD.
Claim 6
Dependent Claim
34 words
The method as in claim 4 wherein the step of identifying the plurality of agents further comprises entering an identifier of each agent of the plurality of agents into the processor of the ACD.
Claim 7
Dependent Claim
45 words
The method as in claim 4 wherein the step of applying a generally periodic deviation schedule further comprises importing the generally periodic deviation schedule from an agent file of a database of the ACD into the schedule for each agent of the plurality of agents.
Claim 8
Dependent Claim
45 words
The method as in claim 1 further comprising comparing a time and date of sign-on with the ACD of an agent of the plurality of agents with a corresponding time and date of the schedule and noting any difference as a deviation for the date.
Claim 9
Dependent Claim
54 words
The method as in claim 7 further comprising comparing the deviation of the agent for the time and date with an authorized deviation of a corresponding time and date of the generally periodic deviation schedule and where the difference for the date exceeds the authorized deviation determining that the deviation constitutes an unauthorized deviation.
Claim 10
Dependent Claim
45 words
The method as in claim 1 further comprising comparing a time and date of sign-off with the ACD of an agent of the plurality of agents with a corresponding time and date of the schedule and noting any difference as a deviation for the date.
Claim 11
Dependent Claim
54 words
The method as in claim 9 further comprising comparing the deviation of the agent for the time and date with an authorized deviation of a corresponding time and date of the generally periodic deviation schedule and where the difference for the date exceeds the authorized deviation determining that the deviation constitutes an unauthorized deviation.
Claim 12
Dependent Claim
79 words
Apparatus for scheduling agents supporting operation of an ACD, such apparatus comprising: means for establishing a scheduling period; means for identifying a plurality of agents to the ACD for supporting the operation of the ACD during the scheduling period; and means for applying a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period of the agent which generally periodic deviation schedule is periodic over a plurality of days during the scheduling period.
Claim 13
Dependent Claim
79 words
Apparatus for scheduling agents supporting operation of an ACD, such apparatus comprising: means for establishing a scheduling period; means for identifying a plurality of agents to the ACD for supporting the operation of the ACD during the scheduling period; and means for applying a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period of the agent which generally periodic deviation schedule is periodic over a plurality of days during the scheduling period.
Claim 14
Dependent Claim
25 words
The apparatus as in claim 11 wherein the means for establishing the scheduling period further comprises means for selecting fourteen days as the scheduling period.
Claim 15
Dependent Claim
39 words
The apparatus as in claim 11 wherein the means for establishing the scheduling period further comprises means for including a shift start time and a shift end time for each work day as scheduling information for the scheduling period.
Claim 16
Dependent Claim
28 words
The apparatus as in claim 11 wherein the means for establishing the scheduling period further comprises means for entering the scheduling period into a processor of the ACD.
Claim 17
Dependent Claim
36 words
The apparatus as in claim 14 wherein the means for identifying the plurality of agents further comprises means for entering an identifier of each agent of the plurality of agents into the processor of the ACD.
Claim 18
Dependent Claim
47 words
The apparatus as in claim 14 wherein the means for applying a generally periodic deviation schedule further comprises means for importing the generally periodic deviation schedule from an agent file of a database of the ACD into the schedule for each agent of the plurality of agents.
Claim 19
Dependent Claim
47 words
The apparatus as in claim 11 further comprising means for comparing a time and date of sign-on with the ACD of an agent of the plurality of agents with a corresponding time and date of the schedule and noting any difference as a deviation for the date.
Claim 20
Dependent Claim
56 words
The apparatus as in claim 17 further comprising means for comparing the deviation of the agent for the time and date with an authorized deviation of a corresponding time and date of the generally periodic deviation schedule and where the difference for the date exceeds the authorized deviation determining that the deviation constitutes an unauthorized deviation.
Claim 21
Dependent Claim
47 words
The apparatus as in claim 11 further comprising means for comparing a time and date of sign-off with the ACD of an agent of the plurality of agents with a corresponding time and date of the schedule and noting any difference as a deviation for the date.
Claim 22
Dependent Claim
56 words
The apparatus as in claim 19 further comprising means for comparing the deviation of the agent for the time and date with an authorized deviation of a corresponding time and date of the generally periodic deviation schedule and where the difference for the date exceeds the authorized deviation determining that the deviation constitutes an unauthorized deviation.
Claim 23
Dependent Claim
93 words
Apparatus for scheduling agents supporting operation of an automatic call distributor, such apparatus comprising: a server which establishes a scheduling period; a terminal which identifies a plurality of agents to the automatic call distributor for supporting the operation of the automatic call distributor during the scheduling period; and a processor of the automatic call distributor which applies a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period of the agent which generally periodic duration schedule is periodic over a plurality of days during the scheduling period.
Claim 24
Dependent Claim
93 words
Apparatus for scheduling agents supporting operation of an automatic call distributor, such apparatus comprising: a server which establishes a scheduling period; a terminal which identifies a plurality of agents to the automatic call distributor for supporting the operation of the automatic call distributor during the scheduling period; and a processor of the automatic call distributor which applies a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period of the agent which generally periodic duration schedule is periodic over a plurality of days during the scheduling period.
Claim 25
Dependent Claim
19 words
The apparatus as in claim 21 wherein the server which establishes a scheduling period further comprises a scheduling application.
Claim 26
Dependent Claim
25 words
The apparatus as in claim 21 wherein the server which establishes the scheduling period further comprises a display monitor which displays a deviation entry window.
Claim 27
Dependent Claim
35 words
The apparatus as in claim 21 wherein the processor which applies the generally periodic deviation schedule further comprises a supervisor's terminal which imports the generally periodic deviation schedule into the scheduling period from a database.
Claim 28
Dependent Claim
28 words
The apparatus as in claim 21 further comprising an agent terminal which is used by the agent to sign-on in accordance with a schedule of the scheduling period.
Claim 29
Dependent Claim
40 words
The apparatus as in claim 25 wherein the processor which applies the generally periodic scheduling period further comprises a schedule comparator which compares the schedule of the agent with a sign-on time of the agent to determine a schedule deviation.
Claim 30
Dependent Claim
62 words
The apparatus as in claim 26 wherein the processor which applies the generally periodic scheduling period further comprises a deviation comparator which compares the schedule deviation of the agent with the generally periodic deviation profile for the agent and where the schedule deviation exceeds an allowed deviation of the generally periodic deviation profile generates an unauthorized deviation notice at a supervisor's terminal.
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USPTO Annuity & Maintenance Windows
| Annuity Stage | Window Opens | Payment Deadline | Surcharge Period Until | Estimated Fee | Status |
|---|---|---|---|---|---|
| 3.5 Years (Year 4) | 2002-12-20 | 2003-06-21 | 2003-12-21 | $2000.00 | Window Closed / Lapsed |
| 7.5 Years (Year 8) | 2006-12-20 | 2007-06-21 | 2007-12-21 | $3760.00 | Window Closed / Lapsed |
| 11.5 Years (Year 12) | 2010-12-20 | 2011-06-21 | 2011-12-21 | $7700.00 | Window Closed / Lapsed |