Andrew D. Flockhart

Person

Thornton, CO, US

People

Patents Grantslast 30 patents

Information Patent Grant
Communications-enabled dynamic social network routing utilizing pre...
- Patent number 10,671,600
- Issue date Jun 2, 2020
- Avaya Inc.
- David Charles Bengtson
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
System and method for scheduling based on service completion object...
- Patent number 10,579,947
- Issue date Mar 3, 2020
- Avaya Inc.
- Joylee E. Kohler
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Context-based dynamic adjustment to pacing algorithm
- Patent number 9,781,263
- Issue date Oct 3, 2017
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Bitmaps for next generation contact center
- Patent number 9,571,654
- Issue date Feb 14, 2017
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Outbound effectiveness through management of idle agent pool
- Patent number 9,253,310
- Issue date Feb 2, 2016
- Avaya Inc.
- Tore Christensen
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Agent skill promotion and demotion based on contact center state
- Patent number 9,118,765
- Issue date Aug 25, 2015
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Adjustment of contact routing decisions to reward agent behavior
- Patent number 9,100,480
- Issue date Aug 4, 2015
- Avaya Inc.
- Joylee Kohler
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Method and apparatus for assessing the status of work waiting for s...
- Patent number 9,025,761
- Issue date May 5, 2015
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Qualifier set creation for work assignment engine
- Patent number 8,965,878
- Issue date Feb 24, 2015
- Avaya Inc.
- Robert C. Steiner
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
System, method, and apparatus for determining effectiveness of adva...
- Patent number 8,953,775
- Issue date Feb 10, 2015
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Goal-based estimated wait time
- Patent number 8,903,080
- Issue date Dec 2, 2014
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Method and apparatus for assessing the status of work waiting for s...
- Patent number 8,891,747
- Issue date Nov 18, 2014
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Adaptive estimated wait time predictor
- Patent number 8,761,380
- Issue date Jun 24, 2014
- Avaya Inc.
- Joylee Kohler
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Method and apparatus for assessing the status of work waiting for s...
- Patent number 8,751,274
- Issue date Jun 10, 2014
- Avaya Inc.
- Andrew D. Flockhart
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Method and apparatus for supporting individualized selection rules...
- Patent number 8,738,412
- Issue date May 27, 2014
- Avaya Inc.
- Andrew D. Flockhart
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Estimation of expected value for remaining work time for contact ce...
- Patent number 8,724,796
- Issue date May 13, 2014
- Avaya Inc.
- George W. Erhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Customer service teaming
- Patent number 8,718,268
- Issue date May 6, 2014
- Avaya Inc.
- Robert C. Steiner
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Analytics feedback and routing
- Patent number 8,718,267
- Issue date May 6, 2014
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Risks for waiting for well-matched
- Patent number 8,718,269
- Issue date May 6, 2014
- Avaya Inc.
- Joylee Kohler
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Automatic call notification groups
- Patent number 8,699,695
- Issue date Apr 15, 2014
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Multi-tasking relief
- Patent number 8,699,691
- Issue date Apr 15, 2014
- Avaya Inc.
- Joylee Kohler
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Qualifier set creation for work assignment engine
- Patent number 8,688,684
- Issue date Apr 1, 2014
- Avaya Inc.
- Robert C. Steiner
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Training optimizer for contact center agents
- Patent number 8,675,860
- Issue date Mar 18, 2014
- Avaya Inc.
- Alan David Eicholz
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Automated mechanism for populating and maintaining data structures...
- Patent number 8,670,550
- Issue date Mar 11, 2014
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Mechanism for multisite service state description
- Patent number 8,644,491
- Issue date Feb 4, 2014
- Avaya Inc.
- Andrew D. Flockhart
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Work assignment deferment during periods of agent surplus
- Patent number 8,634,541
- Issue date Jan 21, 2014
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
One-to-one matching in a contact center
- Patent number 8,634,543
- Issue date Jan 21, 2014
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
View and metrics for a queueless contact center
- Patent number 8,619,968
- Issue date Dec 31, 2013
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Method and apparatus for the automated delivery of notifications to...
- Patent number 8,577,015
- Issue date Nov 5, 2013
- Avaya Inc.
- Andrew Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Interrupting auxiliary agents
- Patent number 8,577,017
- Issue date Nov 5, 2013
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE

Patents Applicationslast 30 patents

Information Patent Application
BITMAPS FOR NEXT GENERATION CONTACT CENTER
- Publication number 20160381224
- Publication date Dec 29, 2016
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
HIGH PERFORMANCE QUEUELESS CONTACT CENTER
- Publication number 20160360040
- Publication date Dec 8, 2016
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
QUALIFIER SET CREATION FOR WORK ASSIGNMENT ENGINE
- Publication number 20140161248
- Publication date Jun 12, 2014
- Robert C. Steiner
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
AUTOMATIC CALL NOTIFICATION GROUPS
- Publication number 20140079209
- Publication date Mar 20, 2014
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
SCARCE RESOURCES MANAGEMENT
- Publication number 20140082179
- Publication date Mar 20, 2014
- AVAYA INC.
- Robert C. Steiner
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
MULTIPLE SIMULTANEOUS CONTACT CENTER OBJECTIVES
- Publication number 20140081687
- Publication date Mar 20, 2014
- AVAYA INC.
- Andrew D. Flockhart
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
RISKS FOR WAITING FOR WELL-MATCHED
- Publication number 20140079210
- Publication date Mar 20, 2014
- AVAYA INC.
- Joylee Kohler
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
SYSTEM, METHOD, AND APPARATUS FOR DETERMINING EFFECTIVENESS OF ADVA...
- Publication number 20140079211
- Publication date Mar 20, 2014
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
WORK ASSIGNMENT THROUGH MERGED SELECTION MECHANISMS
- Publication number 20140081689
- Publication date Mar 20, 2014
- AVAYA INC.
- Robert C. Steiner
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
WORK ASSIGNMENT DEFERMENT DURING PERIODS OF AGENT SURPLUS
- Publication number 20130287202
- Publication date Oct 31, 2013
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
MULTI-TASKING RELIEF
- Publication number 20130279685
- Publication date Oct 24, 2013
- AVAYA INC.
- Joylee Kohler
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
QUALIFIER SET CREATION FOR WORK ASSIGNMENT ENGINE
- Publication number 20130268546
- Publication date Oct 10, 2013
- AVAYA INC.
- Robert C. Steiner
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
CONTEXT-BASED DYNAMIC ADJUSTMENT TO PACING ALGORITHM
- Publication number 20130223608
- Publication date Aug 29, 2013
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
CUSTOMER SERVICE TEAMING
- Publication number 20130223617
- Publication date Aug 29, 2013
- AVAYA INC.
- Robert C. Steiner
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
ADAPTIVE ESTIMATED WAIT TIME PREDICTOR
- Publication number 20130223619
- Publication date Aug 29, 2013
- AVAYA INC.
- Joylee Kohler
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
ADJUSTMENT OF CONTACT ROUTING DECISIONS TO REWARD AGENT BEHAVIOR
- Publication number 20130223610
- Publication date Aug 29, 2013
- AVAYA INC.
- Joylee Kohler
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
BREAK INJECTION AT WORK ASSIGNMENT ENGINE OF CONTACT CENTER
- Publication number 20130223611
- Publication date Aug 29, 2013
- AVAYA INC.
- Joylee Kohler
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
DYNAMIC ADJUSTMENT OF MULTI-DIMENSIONAL ROUTING RULE
- Publication number 20130223612
- Publication date Aug 29, 2013
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
TRAINING OPTIMIZER FOR CONTACT CENTER AGENTS
- Publication number 20130216037
- Publication date Aug 22, 2013
- AVAYA INC.
- Alan David Eicholz
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
OUTBOUND EFFECTIVENESS THROUGH MANAGEMENT OF IDLE AGENT POOL
- Publication number 20130208883
- Publication date Aug 15, 2013
- AVAYA INC.
- Tore Christensen
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
TRUE GEO-REDUNDANT HOT-STANDBY SERVER ARCHITECTURE
- Publication number 20130212205
- Publication date Aug 15, 2013
- AVAYA INC.
- Andrew D. Flockhart
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
INTERRUPTING AUXILIARY AGENTS
- Publication number 20130083915
- Publication date Apr 4, 2013
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
SWITCHING ROUTING ALGORITHMS TO OPTIMIZE SATISFACTION OF LONG-TERM...
- Publication number 20130085791
- Publication date Apr 4, 2013
- AVAYA INC.
- Andrew D. Flockhart
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
ANALYTICS FEEDBACK AND ROUTING
- Publication number 20130083916
- Publication date Apr 4, 2013
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
CUSTOMER SHARED CONTROL IN CUSTOMER SERVICE SCENARIOS
- Publication number 20130028396
- Publication date Jan 31, 2013
- AVAYA INC.
- Alberto Pasi
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
AGENT SKILL PROMOTION AND DEMOTION BASED ON CONTACT CENTER STATE
- Publication number 20130022194
- Publication date Jan 24, 2013
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
SYSTEM AND METHOD FOR SCHEDULING BASED ON SERVICE COMPLETION OBJECT...
- Publication number 20130013359
- Publication date Jan 10, 2013
- AVAYA INC.
- Joylee E. Kohler
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
GOAL-BASED ESTIMATED WAIT TIME
- Publication number 20120321073
- Publication date Dec 20, 2012
- AVAYA INC.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
GROUPING OF CONTACT CENTER AGENTS
- Publication number 20120300920
- Publication date Nov 29, 2012
- AVAYA INC.
- Luciano Godoy Fagundes
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Application
DYNAMIC WORK ASSIGNMENT STRATEGIES BASED ON MULTIPLE ASPECTS OF AGE...
- Publication number 20120278136
- Publication date Nov 1, 2012
- AVAYA INC.
- Andrew D. Flockhart
- G06 - COMPUTING CALCULATING COUNTING

Andrew D. Flockhart

Person

Patents Grantslast 30 patents

Communications-enabled dynamic social network routing utilizing pre...

System and method for scheduling based on service completion object...

Context-based dynamic adjustment to pacing algorithm

Bitmaps for next generation contact center

Outbound effectiveness through management of idle agent pool

Agent skill promotion and demotion based on contact center state

Adjustment of contact routing decisions to reward agent behavior

Method and apparatus for assessing the status of work waiting for s...

Qualifier set creation for work assignment engine

System, method, and apparatus for determining effectiveness of adva...

Goal-based estimated wait time

Method and apparatus for assessing the status of work waiting for s...

Adaptive estimated wait time predictor

Method and apparatus for assessing the status of work waiting for s...

Method and apparatus for supporting individualized selection rules...

Estimation of expected value for remaining work time for contact ce...

Customer service teaming

Analytics feedback and routing

Risks for waiting for well-matched

Automatic call notification groups

Multi-tasking relief

Qualifier set creation for work assignment engine

Training optimizer for contact center agents

Automated mechanism for populating and maintaining data structures...

Mechanism for multisite service state description

Work assignment deferment during periods of agent surplus

One-to-one matching in a contact center

View and metrics for a queueless contact center

Method and apparatus for the automated delivery of notifications to...

Interrupting auxiliary agents

Patents Applicationslast 30 patents

BITMAPS FOR NEXT GENERATION CONTACT CENTER

HIGH PERFORMANCE QUEUELESS CONTACT CENTER

QUALIFIER SET CREATION FOR WORK ASSIGNMENT ENGINE

AUTOMATIC CALL NOTIFICATION GROUPS

SCARCE RESOURCES MANAGEMENT

MULTIPLE SIMULTANEOUS CONTACT CENTER OBJECTIVES

RISKS FOR WAITING FOR WELL-MATCHED

SYSTEM, METHOD, AND APPARATUS FOR DETERMINING EFFECTIVENESS OF ADVA...

WORK ASSIGNMENT THROUGH MERGED SELECTION MECHANISMS

WORK ASSIGNMENT DEFERMENT DURING PERIODS OF AGENT SURPLUS

MULTI-TASKING RELIEF

QUALIFIER SET CREATION FOR WORK ASSIGNMENT ENGINE

CONTEXT-BASED DYNAMIC ADJUSTMENT TO PACING ALGORITHM

CUSTOMER SERVICE TEAMING

ADAPTIVE ESTIMATED WAIT TIME PREDICTOR

ADJUSTMENT OF CONTACT ROUTING DECISIONS TO REWARD AGENT BEHAVIOR

BREAK INJECTION AT WORK ASSIGNMENT ENGINE OF CONTACT CENTER

DYNAMIC ADJUSTMENT OF MULTI-DIMENSIONAL ROUTING RULE

TRAINING OPTIMIZER FOR CONTACT CENTER AGENTS

OUTBOUND EFFECTIVENESS THROUGH MANAGEMENT OF IDLE AGENT POOL

TRUE GEO-REDUNDANT HOT-STANDBY SERVER ARCHITECTURE

INTERRUPTING AUXILIARY AGENTS

SWITCHING ROUTING ALGORITHMS TO OPTIMIZE SATISFACTION OF LONG-TERM...

ANALYTICS FEEDBACK AND ROUTING

CUSTOMER SHARED CONTROL IN CUSTOMER SERVICE SCENARIOS

AGENT SKILL PROMOTION AND DEMOTION BASED ON CONTACT CENTER STATE

SYSTEM AND METHOD FOR SCHEDULING BASED ON SERVICE COMPLETION OBJECT...

GOAL-BASED ESTIMATED WAIT TIME

GROUPING OF CONTACT CENTER AGENTS

DYNAMIC WORK ASSIGNMENT STRATEGIES BASED ON MULTIPLE ASPECTS OF AGE...