Inventor · disambiguated record
Andrew D. Flockhart
Also filed as: FLOCKHART ANDREW · FLOCKHART ANDREW D · FLOCKHART ANDREW DEREK
85 granted patents·15 pending applications·9,267 citations·filing 1994–2016
99Inventor score
Files withAVAYA INC25AVAYA TECHNOLOGY CORP24FLOCKHART ANDREW D23LUCENT TECHNOLOGIES INC10KOHLER JOYLEE4
Top patents by PatentIndex Score
100 records- 0198US8634543B2One-to-one matching in a contact centerFLOCKHART ANDREW D·Filed 2010·Granted Jan 21, 2014·83 cites·17 claims
- 0298US6704410B1System for automatically assigning skill levels to multiple skilled agents in call center agent assignment applicationsAVAYA INC·Filed 2000·Granted Mar 9, 2004·370 cites·17 claims
- 0398US6661889B1Methods and apparatus for multi-variable work assignment in a call centerAVAYA TECHNOLOGY CORP·Filed 2000·Granted Dec 9, 2003·305 cites·19 claims
- 0498US6535601B1Skill-value queuing in a call centerAVAYA TECHNOLOGY CORP·Filed 1998·Granted Mar 18, 2003·392 cites·22 claims
- 0598US6453038B1System for integrating agent database access skills in call center agent assignment applicationsAVAYA TECHNOLOGY CORP·Filed 2000·Granted Sep 17, 2002·348 cites·15 claims
- 0698US6173053B1Optimizing call-center performance by using predictive data to distribute calls among agentsAVAYA TECHNOLOGY CORP·Filed 1998·Granted Jan 9, 2001·594 cites·14 claims
- 0798US6163607AOptimizing call-center performance by using predictive data to distribute agents among callsAVAYA TECHNOLOGY CORP·Filed 1998·Granted Dec 19, 2000·768 cites·15 claims
- 0898US6064731AArrangement for improving retention of call center's customersLUCENT TECHNOLOGIES INC·Filed 1998·Granted May 16, 2000·442 cites·13 claims
- 0998US5905793AWaiting-call selection based on anticipated wait timesLUCENT TECHNOLOGIES INC·Filed 1997·Granted May 18, 1999·389 cites·18 claims
- 1097US6192122B1Call center agent selection that optimizes call wait timesAVAYA TECHNOLOGY CORP·Filed 1998·Granted Feb 20, 2001·352 cites·8 claims
- 1197US5754639AMethod and apparatus for queuing a call to the best splitLUCENT TECHNOLOGIES INC·Filed 1995·Granted May 19, 1998·351 cites·40 claims
- 1296US8761380B2Adaptive estimated wait time predictorKOHLER JOYLEE·Filed 2012·Granted Jun 24, 2014·141 cites·20 claims
- 1396US7787609B1Prioritized service delivery based on presence and availability of interruptible enterprise resources with skillsAVAYA INC·Filed 2005·Granted Aug 31, 2010·138 cites·22 claims
- 1496US6690788B1Integrated work management engine for customer care in a communication systemAVAYA INC·Filed 2000·Granted Feb 10, 2004·258 cites·24 claims
- 1596US5982873AWaiting-call selection based on objectivesLUCENT TECHNOLOGIES INC·Filed 1997·Granted Nov 9, 1999·321 cites·20 claims
- 1695US5828747ACall distribution based on agent occupancyLUCENT TECHNOLOGIES INC·Filed 1997·Granted Oct 27, 1998·362 cites·32 claims
- 1794US8234141B1Dynamic work assignment strategies based on multiple aspects of agent proficiencyFLOCKHART ANDREW D·Filed 2005·Granted Jul 31, 2012·32 cites·16 claims
- 1894US6820260B1Customized applet-on-hold arrangementAVAYA TECHNOLOGY CORP·Filed 1999·Granted Nov 16, 2004·304 cites·27 claims
- 1994US6707903B2Automated workflow method for assigning work items to resourcesAVAYA INC·Filed 2003·Granted Mar 16, 2004·173 cites·33 claims
- 2093US8054964B2System and method for detecting emotions at different steps in a communicationAVAYA INC·Filed 2009·Granted Nov 8, 2011·32 cites·34 claims
- 2193US7949121B1Method and apparatus for the simultaneous delivery of multiple contacts to an agentAVAYA INC·Filed 2005·Granted May 24, 2011·42 cites·37 claims
- 2293US6754333B1Wait time prediction arrangement for non-real-time customer contactsAVAYA TECHNOLOGY CORP·Filed 2000·Granted Jun 22, 2004·100 cites·45 claims
- 2393US6295353B1Arrangement for efficiently updating status information of a network call-routing systemAVAYA TECHNOLOGY CORP·Filed 1998·Granted Sep 25, 2001·205 cites·15 claims
- 2493US5740238AMethod and apparatus for queuing a call to the best backup splitLUCENT TECHNOLOGIES INC·Filed 1995·Granted Apr 14, 1998·214 cites·36 claims
- 2592US5684872APrediction of a caller's motivation as a basis for selecting treatment of an incoming callLUCENT TECHNOLOGIES INC·Filed 1995·Granted Nov 4, 1997·192 cites·30 claims
- 2692US5506898AExpected wait-time indication arrangementAT & T CORP·Filed 1994·Granted Apr 9, 1996·340 cites·19 claims
- 2791US8634541B2Work assignment deferment during periods of agent surplusFLOCKHART ANDREW D·Filed 2012·Granted Jan 21, 2014·15 cites·18 claims
- 2891US7035927B2Intelligent inbound/outbound communications blendingAVAYA TECHNOLOGY CORP·Filed 2002·Granted Apr 25, 2006·75 cites·17 claims
- 2991US6766013B2Timely shut-down of a real-time work centerAVAYA TECHNOLOGY CORP·Filed 2001·Granted Jul 20, 2004·65 cites·16 claims
- 3091US6088441AArrangement for equalizing levels of service among skillsLUCENT TECHNOLOGIES INC·Filed 1997·Granted Jul 11, 2000·171 cites·10 claims
- 3191US5903877ATransaction center for processing customer transaction requests from alternative media sourcesLUCENT TECHNOLOGIES INC·Filed 1996·Granted May 11, 1999·255 cites·28 claims
- 3290US6766014B2Customer service by batchAVAYA TECHNOLOGY CORP·Filed 2001·Granted Jul 20, 2004·69 cites·20 claims
- 3390US6633640B1Methods and apparatus for analysis of load-balanced multi-site call processing systemsAVAYA TECHNOLOGY CORP·Filed 2000·Granted Oct 14, 2003·60 cites·18 claims
- 3490US6366668B1Method of routing calls in an automatic call distribution networkAVAYA TECHNOLOGY CORP·Filed 1999·Granted Apr 2, 2002·205 cites·21 claims
- 3589US7711104B1Multi-tasking tracking agentAVAYA INC·Filed 2004·Granted May 4, 2010·57 cites·37 claims
- 3688US6563920B1Methods and apparatus for processing of communications in a call center based on variable rest period determinationsAVAYA TECHNOLOGY CORP·Filed 1999·Granted May 13, 2003·143 cites·37 claims
- 3786US8675860B2Training optimizer for contact center agentsEICHOLZ ALAN DAVID·Filed 2012·Granted Mar 18, 2014·18 cites·20 claims
- 3885US6947543B2Computer-telephony integration that uses features of an automatic call distribution systemAVAYA TECHNOLOGY CORP·Filed 2002·Granted Sep 20, 2005·51 cites·35 claims
- 3984US8315373B1Enhanced polling method and systemFLOCKHART ANDREW D·Filed 2008·Granted Nov 20, 2012·10 cites·12 claims
- 4083US8670550B2Automated mechanism for populating and maintaining data structures in a queueless contact centerFLOCKHART ANDREW D·Filed 2010·Granted Mar 11, 2014·7 cites·14 claims
- 4183US8619968B2View and metrics for a queueless contact centerFLOCKHART ANDREW D·Filed 2010·Granted Dec 31, 2013·4 cites·20 claims
- 4283US8036682B1Apparatus and method for call center call-backAVAYA INC·Filed 2007·Granted Oct 11, 2011·10 cites·4 claims
- 4383US7500241B1Method and apparatus for scheduling tasksAVAYA INC·Filed 2003·Granted Mar 3, 2009·38 cites·16 claims
- 4483US6049547ALookahead interflow of traffic among a plurality of serving sites of one customerLUCENT TECHNOLOGIES INC·Filed 1997·Granted Apr 11, 2000·128 cites·8 claims
- 4582US8718268B2Customer service teamingSTEINER ROBERT C·Filed 2012·Granted May 6, 2014·4 cites·20 claims
- 4682US6741699B1Arrangement for controlling the volume and type of contacts in an internet call centerAVAYA TECHNOLOGY CORP·Filed 2000·Granted May 25, 2004·30 cites·41 claims
- 4781US8688684B2Qualifier set creation for work assignment engineSTEINER ROBERT C·Filed 2012·Granted Apr 1, 2014·3 cites·9 claims
- 4881US8571195B2Customer shared control in customer service scenariosPASI ALBERTO·Filed 2011·Granted Oct 29, 2013·11 cites·26 claims
- 4981US8094804B2Method and apparatus for assessing the status of work waiting for serviceFLOCKHART ANDREW D·Filed 2003·Granted Jan 10, 2012·21 cites·43 claims
- 5081US7657021B2Method and apparatus for global call queue in a global call centerAVAYA INC·Filed 2005·Granted Feb 2, 2010·15 cites·23 claims
Showing the top 50 of 100 patent records by PatentIndex Score.
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