Joylee Kohler

Person

Northglenn, CO, US

People

Patents Grantslast 30 patents

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
System and method for adaptive multiple contact assignment
- Patent number 10,467,560
- Issue date Nov 5, 2019
- Avaya Inc.
- Joylee E Kohler
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Premises enabled mobile kiosk, using customers' mobile communicatio...
- Patent number 10,375,244
- Issue date Aug 6, 2019
- Avaya Inc.
- Deborah Hill
- 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
Agent matching based on video analysis of customer presentation
- Patent number 9,451,087
- Issue date Sep 20, 2016
- Avaya Inc.
- Luciano Godoy Fagundes
- 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
System and method for providing service by a first agent while wait...
- Patent number 9,083,805
- Issue date Jul 14, 2015
- Avaya Inc.
- Russell K. Pierce
- 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
Contact center service monitoring and correcting
- Patent number 8,938,063
- Issue date Jan 20, 2015
- Avaya Inc.
- Kenneth R. Hackbarth
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
System and method for delivering a contact to a preferred agent aft...
- Patent number 8,913,736
- Issue date Dec 16, 2014
- Avaya Inc.
- Joylee E. Kohler
- 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
Instant message contact management in a contact center
- Patent number 8,873,739
- Issue date Oct 28, 2014
- Avaya Inc.
- Thomas L. Hemm
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Contact center performance prediction
- Patent number 8,811,597
- Issue date Aug 19, 2014
- Avaya Inc.
- Kenneth R. Hackbarth
- 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
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
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
Interrupting auxiliary agents
- Patent number 8,577,017
- Issue date Nov 5, 2013
- Avaya Inc.
- Andrew D. Flockhart
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Grouping of contact center agents
- Patent number 8,488,772
- Issue date Jul 16, 2013
- Avaya Inc.
- Luciano Godoy Fagundes
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Instant message contact management in a contact center
- Patent number 8,457,300
- Issue date Jun 4, 2013
- Avaya Inc.
- Thomas L. Hemm
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
Method and apparatus for identifying related contacts
- Patent number 8,391,463
- Issue date Mar 5, 2013
- Avaya Inc.
- Sarah H. Kiefhaber
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Grant
System and method for identifying and managing customer needs
- Patent number 8,380,555
- Issue date Feb 19, 2013
- Avaya Inc.
- Joylee E. Kohler
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Using true value in routing work items to resources
- Patent number 8,000,989
- Issue date Aug 16, 2011
- Avaya Inc.
- Sarah H. Kiefhaber
- G06 - COMPUTING CALCULATING COUNTING
Information Patent Grant
Multi-service request within a contact center
- Patent number 7,936,867
- Issue date May 3, 2011
- Avaya Inc.
- Deborah Jeanne Hill
- H04 - ELECTRIC COMMUNICATION TECHNIQUE

Patents Applicationslast 30 patents

Information Patent Application
PREMISES ENABLED MOBILE KIOSK, USING CUSTOMERS' MOBILE COMMUNICATIO...
- Publication number 20190306317
- Publication date Oct 3, 2019
- AVAYA INC.
- Deborah Hill
- G06 - COMPUTING CALCULATING COUNTING
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
AGENT MATCHING BASED ON VIDEO ANALYSIS OF CUSTOMER PRESENTATION
- Publication number 20130272565
- Publication date Oct 17, 2013
- AVAYA INC.
- Luciano Godoy Fagundes
- 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
SYSTEM AND METHOD FOR CONTEXT-SENSITIVE ADDRESS BOOK
- Publication number 20130254233
- Publication date Sep 26, 2013
- AVAYA INC.
- Luciano Godoy Fagundes
- 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
INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER
- Publication number 20130223618
- Publication date Aug 29, 2013
- Thomas L. Hemm
- 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
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
SYSTEM AND METHOD FOR MANAGING AVATARS
- Publication number 20130166274
- Publication date Jun 27, 2013
- AVAYA INC.
- Luciano Godoy FAGUNDES
- 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
SYSTEM AND METHOD FOR PROVIDING SERVICE BY A FIRST AGENT WHILE WAIT...
- Publication number 20130058475
- Publication date Mar 7, 2013
- AVAYA INC.
- Russell K. Pierce
- H04 - ELECTRIC COMMUNICATION TECHNIQUE
Information Patent Application
SYSTEM AND METHOD FOR ANALYZING CONTACT CENTER METRICS FOR A HETERO...
- Publication number 20130041838
- Publication date Feb 14, 2013
- AVAYA INC.
- Luciano Godoy Fagundes
- G06 - COMPUTING CALCULATING COUNTING
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

Joylee Kohler

Person

Patents Grantslast 30 patents

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

System and method for adaptive multiple contact assignment

Premises enabled mobile kiosk, using customers' mobile communicatio...

Context-based dynamic adjustment to pacing algorithm

Agent matching based on video analysis of customer presentation

Agent skill promotion and demotion based on contact center state

Adjustment of contact routing decisions to reward agent behavior

System and method for providing service by a first agent while wait...

Qualifier set creation for work assignment engine

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

Contact center service monitoring and correcting

System and method for delivering a contact to a preferred agent aft...

Goal-based estimated wait time

Instant message contact management in a contact center

Contact center performance prediction

Adaptive estimated wait time predictor

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

Work assignment deferment during periods of agent surplus

Interrupting auxiliary agents

Grouping of contact center agents

Instant message contact management in a contact center

Method and apparatus for identifying related contacts

System and method for identifying and managing customer needs

Using true value in routing work items to resources

Multi-service request within a contact center

Patents Applicationslast 30 patents

PREMISES ENABLED MOBILE KIOSK, USING CUSTOMERS' MOBILE COMMUNICATIO...

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

AGENT MATCHING BASED ON VIDEO ANALYSIS OF CUSTOMER PRESENTATION

QUALIFIER SET CREATION FOR WORK ASSIGNMENT ENGINE

SYSTEM AND METHOD FOR CONTEXT-SENSITIVE ADDRESS BOOK

CONTEXT-BASED DYNAMIC ADJUSTMENT TO PACING ALGORITHM

CUSTOMER SERVICE TEAMING

INSTANT MESSAGE CONTACT MANAGEMENT IN A CONTACT CENTER

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

TRUE GEO-REDUNDANT HOT-STANDBY SERVER ARCHITECTURE

SYSTEM AND METHOD FOR MANAGING AVATARS

INTERRUPTING AUXILIARY AGENTS

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

ANALYTICS FEEDBACK AND ROUTING

SYSTEM AND METHOD FOR PROVIDING SERVICE BY A FIRST AGENT WHILE WAIT...

SYSTEM AND METHOD FOR ANALYZING CONTACT CENTER METRICS FOR A HETERO...

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