Joylee E. Kohler
55Patents
27h-index
48Co-inventors
88Inventor score
Filing activity: Jun 29, 1982 → Feb 14, 2014
Most-cited inventions
| Patent | Title | Area | Cited by | Status |
|---|---|---|---|---|
| US5206903A | Automatic call distribution based on matching required skills with agents skills | Electricity | 793 | Expired |
| US6163607A | Optimizing call-center performance by using predictive data to distribute agents among calls | Electricity | 655 | Expired |
| US6173053A | Optimizing call-center performance by using predictive data to distribute calls among agents | Electricity | 426 | Expired |
| US6535601B1 | Skill-value queuing in a call center | Electricity | 324 | Expired |
| US5828747A | Call distribution based on agent occupancy | Electricity | 279 | Expired |
| US5905793A | Waiting-call selection based on anticipated wait times | Electricity | 272 | Expired |
| US8000989B1 | Using true value in routing work items to resources | Physics | 266 | Active |
| US6661889B1 | Methods and apparatus for multi-variable work assignment in a call center | Electricity | 262 | Expired |
| US7936867B1 | Multi-service request within a contact center | Electricity | 261 | Active |
| US5982873A | Waiting-call selection based on objectives | Electricity | 258 | Expired |
| US5721770A | Agent vectoring programmably conditionally assigning agents to various tasks including tasks other than handling of waiting calls | Electricity | 237 | Expired |
| US7734032B1 | Contact center and method for tracking and acting on one and done customer contacts | Electricity | 234 | Active |
| US6192122A | Call center agent selection that optimizes call wait times | Electricity | 228 | Expired |
| US8913736B2 | System and method for delivering a contact to a preferred agent after a set wait period | Electricity | 140 | Active |
| US8761380B2 | Adaptive estimated wait time predictor | Electricity | 139 | Active |
| US6088441A | Arrangement for equalizing levels of service among skills | Electricity | 138 | Expired |
| US8938063B1 | Contact center service monitoring and correcting | Electricity | 129 | Active |
| US6563920B1 | Methods and apparatus for processing of communications in a call center based on variable rest period determinations | Electricity | 109 | Expired |
| US6614903B1 | Methods and apparatus for service state-based processing of communications in a call center | Electricity | 86 | Expired |
| US5392346A | Mobile log-in capability featuring fixed physical (terminal-dependent) translations and portable logical (user-dependent) translations | Electricity | 69 | Expired |
| US7336779B2 | Topical dynamic chat | Electricity | 59 | Expired |
| US6359982B1 | Methods and apparatus for determining measures of agent-related occupancy in a call center | Electricity | 46 | Expired |
| US7711104B1 | Multi-tasking tracking agent | Electricity | 40 | Active |
| US7415417B2 | Presence awareness agent | Physics | 40 | Expired |
| US6636598B1 | Automated transaction distribution system and method implementing transaction distribution to unavailable agents | Electricity | 35 | Expired |
Source: USPTO / EPO open patent data. Inventor disambiguation is heuristic; counts are objective bibliographic measures.