Paul H Leamon

US Patent:

6970829, Nov 29, 2005

Filed:

Feb 14, 2000

Appl. No.:

09/504330

Inventors:

Paul H. Leamon - McKinney TX, US

Assignee:

IEX Corporation - Richardson TX

International Classification:

G06F017/60

US Classification:

705 9, 705 7, 705 8, 705 10, 705 14, 370270, 37926502, 37926505, 37926601, 37926609, 709238

Abstract:

A method of forecasting, allocating and scheduling in a single or multi-site skills-based contact or call center environment organized into a hierarchy of zero or more business units at a first, upper level, one or more contact types at a second, intermediate level, and one or more management units at a third, lower level. A user creates (a) a set of given contact allocations that define how contacts are distributed from a given business unit to multiple contact types, and (b) a set of given requirement allocations that define how agent requirements are distributed from a contact type to one or more management units. Agent availability by contact type is then predicted to generate agent availability data. Thereafter, forecasted contacts and forecasted agent requirements are allocated based on the given contact and requirement allocations as well as the agent availability data. Preferably, the agent availability data is predicted using a schedule simulator and is characterized by contact type for agents in the same skill group.

US Patent:

7058589, Jun 6, 2006

Filed:

Dec 17, 1999

Appl. No.:

09/465690

Inventors:

Paul H. Leamon - McKinney TX, US
Charles W. Gulledge - Richardson TX, US

Assignee:

IEX Corporation - Richardson TX

International Classification:

G06Q 90/00

US Classification:

705 9, 707 3

Abstract:

A method is provided for assigning a group of agents to a plurality of available schedules, including determining preferences for a plurality of factors for each agent. Each agent provides an order of importance for the plurality of factors. For each factor, a difference value for that factor between a preliminarily assigned schedule (or pool of unassigned schedules) and each agent's preference for that factor is determined. The difference value for each factor is assigned to a vector for each agent. Then, for each agent, a vector for each schedule not assigned to that agent is determined. Vectors for every other agent are also calculated for every schedule swap involving the current agent. The schedule having the lowest vector is then assigned for each agent.

US Patent:

7085728, Aug 1, 2006

Filed:

Jul 31, 2001

Appl. No.:

09/919302

Inventors:

John David Sarlay - Dallas TX, US
Paul Harold Leamon - McKinney TX, US
Meghan Herbert - Dallas TX, US

Assignee:

IEX Corporation - Richardson TX

International Classification:

G06F 17/60

US Classification:

705 9, 705 8, 379 8813

Abstract:

Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period are forecasted using historical methods and are propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, the total contacts to handle is determined for each period and the staffing requirements are calculated therefrom.

US Patent:

7203655, Apr 10, 2007

Filed:

Feb 15, 2001

Appl. No.:

09/776610

Inventors:

Meghan Herbert - Dallas TX, US
Paul Harold Leamon - McKinney TX, US

Assignee:

IEX Corporation - Richardson TX

International Classification:

G06Q 10/00

US Classification:

705 11

Abstract:

A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and an agent data group and/or a management unit. This is achieved by collecting and calculating statistical parameters that characterize the performance of agents, providing periodic updates to the performance data, and providing access to the performance data to the agent.

US Patent:

7383199, Jun 3, 2008

Filed:

Jul 31, 2006

Appl. No.:

11/496127

Inventors:

John David Sarlay - Dallas TX, US
Paul Harold Leamon - McKinney TX, US
Meghan Herbert - Dallas TX, US

Assignee:

IEX Corporation - Richardson TX

International Classification:

G06F 9/46

US Classification:

705 9, 705 8, 379 8813

Abstract:

Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.

US Patent:

7720706, May 18, 2010

Filed:

Apr 9, 2007

Appl. No.:

11/697841

Inventors:

Meghan Herbert - Dallas TX, US
Paul Harold Leamon - McKinney TX, US

Assignee:

IEX Corporation - Richardson TX

International Classification:

G06Q 10/00

US Classification:

705 11

Abstract:

A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and an agent data group and/or a management unit. This is achieved by collecting and calculating statistical parameters that characterize the performance of agents, providing periodic updates to the performance data, and providing access to the performance data to the agent.

US Patent:

20040098295, May 20, 2004

Filed:

Nov 14, 2003

Appl. No.:

10/714017

Inventors:

John Sarlay - Dallas TX, US
Paul Leamon - McKinney TX, US
Meghan Barni - Mahopac NY, US

Assignee:

IEX Corporation - Richardson TX

International Classification:

G06F017/60

US Classification:

705/008000

Abstract:

The present invention provides for rescheduling workload. A period is selected. A contacts forecasted to be received (CRF) value for the selected period is selected. A contacts forecasted to be handled (CHF) value for the selected period is selected. A volume of contacts that can be handled based on agent schedules (CHS) is calculated. A contacts handled intraday value (CHI) is determined based on these values, possibly also using values for contacts actually received and handled and perhaps using backlog values and/or backlog threshold values. The CHI value is then overwritten as a function of the CHI value of a previous period, the contacts actually handled (CHA) value of a previous period, and other metrics of contact processing.

US Patent:

20130173351, Jul 4, 2013

Filed:

Dec 29, 2011

Appl. No.:

13/340177

Inventors:

Eshai Livne - Karkour, IL
Itai Nahshon - Haifa, IL
Paul Harold Leamon - McKinney TX, US

Assignee:

IEX CORPORATION - Richardson TX

International Classification:

G06Q 10/06

US Classification:

705 738

Abstract:

A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.