Inventor
Joylee E. Kohler
Inventor
Northglenn, CO, US
Overview
Patents· 55 as inventor
Public. Assignee & technology derived from the patent record. Each patent links to its LexDana page.
H04Mprimary
H04MTelephonic communication61%
G06QInformation and communication technology [ict] specially adapted for administrative, commercial, financial, managerial or supervisory purposes23%
H04LTransmission of digital information, e.g. telegraphic communication6%
H04QSelecting4%
G06FElectric digital data processing3%
H04WWireless communication networks3%
G06VImage or video recognition or understanding1%
PatentTitleYear
10,579,947System and method for scheduling based on service completion objectives202010,467,560System and method for adaptive multiple contact assignment201910,375,244Premises enabled mobile kiosk, using customers' mobile communication device20199,781,263'Context-based dynamic adjustment to pacing algorithm'20179,451,087'Agent matching based on video analysis of customer presentation'20169,118,765'Agent skill promotion and demotion based on contact center state'20159,100,480'Adjustment of contact routing decisions to reward agent behavior'20159,083,805'System and method for providing service by a first agent while waiting for a second agent'20158,965,878'Qualifier set creation for work assignment engine'20158,953,775'System, method, and apparatus for determining effectiveness of advanced call center routing algorithms'20158,938,063'Contact center service monitoring and correcting'20158,913,736'System and method for delivering a contact to a preferred agent after a set wait period'20148,903,080'Goal-based estimated wait time'20148,873,739'Instant message contact management in a contact center'20148,811,597'Contact center performance prediction'20148,761,380'Adaptive estimated wait time predictor'20148,718,269'Risks for waiting for well-matched'20148,718,268'Customer service teaming'20148,718,267'Analytics feedback and routing'20148,699,691'Multi-tasking relief'20148,699,695'Automatic call notification groups'20148,688,684'Qualifier set creation for work assignment engine'20148,634,541'Work assignment deferment during periods of agent surplus'20148,577,017'Interrupting auxiliary agents'20138,488,772'Grouping of contact center agents'20138,457,300'Instant message contact management in a contact center'20138,391,463'Method and apparatus for identifying related contacts'20138,380,555'System and method for identifying and managing customer needs'20138,000,989'Using true value in routing work items to resources'20117,936,867'Multi-service request within a contact center'20117,809,127'Method for discovering problem agent behaviors'20107,734,032'Contact center and method for tracking and acting on one and done customer contacts'20107,729,490'Post-termination contact management'20107,711,104'Multi-tasking tracking agent'20107,415,417'Presence awareness agent'20087,336,779'Topical dynamic chat'20086,973,176'Method and apparatus for rotating auto reserve agents'20056,847,714'Accent-based matching of a communicant with a call-center agent'20056,661,889'Methods and apparatus for multi-variable work assignment in a call center'20036,636,598'Automated transaction distribution system and method implementing transaction distribution to unavailable agents'20036,614,903'Methods and apparatus for service state-based processing of communications in a call center'20036,563,920'Methods and apparatus for processing of communications in a call center based on variable rest period determinations'20036,535,601'Skill-value queuing in a call center'20036,359,982'Methods and apparatus for determining measures of agent-related occupancy in a call center'20026,192,122'Call center agent selection that optimizes call wait times'20016,173,053'Optimizing call-center performance by using predictive data to distribute calls among agents'20016,163,607'Optimizing call-center performance by using predictive data to distribute agents among calls'20006,088,441'Arrangement for equalizing levels of service among skills'20005,982,873'Waiting-call selection based on objectives'19995,905,793'Waiting-call selection based on anticipated wait times'19995,828,747'Call distribution based on agent occupancy'19985,721,770'Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls'19985,392,346'Mobile log-in capability featuring fixed physical (terminal-dependent) translations and portable logical (user-dependent) translations'19955,206,903'Automatic call distribution based on matching required skills with agents skills'19934,486,626'Method of and system for limiting access to a group of telephone trunks'1984Career & activity timeline
Assembled from patent assignee/location history and declaration credentials.
1984–2020Based in Northglenn, CO, US· patent location history
1993–1995Based in Broomfield, CO, US· patent location history
2000–2008Patents assigned to AVAYA TECHNOLOGY CORP (13)· patent assignee history
2010–2020Patents assigned to AVAYA INC (34)· patent assignee history
2013–2017Patents assigned to KOHLER JOYLEE (15)· patent assignee history
2013–2020Patents assigned to FLOCKHART ANDREW D (13)· patent assignee history
2013–2020Patents assigned to STEINER ROBERT C (13)· patent assignee history
2013Based in Northgleen, CO, US· patent location history
2014–2015Based in Colorado Springs, CO, US· patent location history
2019Based in Nothglenn, CO, US· patent location history
Inventor activity
Assignee and location history derived from the patent record.
Assignees
| Assignee | Patents | Span |
|---|---|---|
| AVAYA INC | 34 | 2010–2020 |
| KOHLER JOYLEEself | 15 | 2013–2017 |
| AVAYA TECHNOLOGY CORP | 13 | 2000–2008 |
| FLOCKHART ANDREW D | 13 | 2013–2020 |
| STEINER ROBERT C | 13 | 2013–2020 |
Locations
| Location | Patents | Span |
|---|---|---|
| Northglenn, CO, US | 48 | 1984–2020 |
| Colorado Springs, CO, US | 3 | 2014–2015 |
| Broomfield, CO, US | 2 | 1993–1995 |
| Nothglenn, CO, US | 1 | 2019 |
| Northgleen, CO, US | 1 | 2013 |