Lisa F Foley

US Patent:

20040202308, Oct 14, 2004

Filed:

Dec 11, 2003

Appl. No.:

10/733137

Inventors:

Rick Baggenstoss - Decatur GA, US
John McIlwaine - Alpharetta GA, US
Jennifer East - Alpharetta GA, US
Lisa Foley - Atlanta GA, US

Assignee:

Knowlagent, Inc. - Alpharetta GA

International Classification:

H04M003/00
H04M005/00

US Classification:

379/265060

Abstract:

Managing the selection of performance interventions, such as training sessions, for delivery to agents in a contact center, such as a call service center benefits the operations of the contact center. Managing performance intervention selection can include selecting performance interventions according to the state of the contact center. State can be a monitored or a forecast performance of the contact center. Contact center performance meeting a management input criterion can trigger the selection of specific performance interventions. Performance interventions can be prioritized. When contact center performance is poor, high-priority interventions can be preferentially selected over less important interventions. In coordination with selecting performance interventions, agents can be selected to receive interventions based on ranked performance or need.

US Patent:

20040202309, Oct 14, 2004

Filed:

Dec 11, 2003

Appl. No.:

10/733457

Inventors:

Rick Baggenstoss - Decatur GA, US
John McIlwaine - Alpharetta GA, US
Jennifer East - Alpharetta GA, US
Scott Richter - Gainesville GA, US
Robert Beard - Alpharetta GA, US
Lisa Foley - Atlanta GA, US

Assignee:

Knowlagent, Inc. - Alpharetta GA

International Classification:

H04M003/00
H04M005/00

US Classification:

379/265060

Abstract:

Managing the rate of delivering performance interventions, such as training sessions, to agents in a contact center, such as a call service center benefits the operations of the contact center. Managing this rate can include adjusting the number of performance interventions delivered in an increment of time according to the state of the contact center. The state of the contact center can be determined by monitoring or predicting contact center performance. Contact center performance increasing above or falling below a management input level can trigger an increase or decrease in intervention delivery rate. In coordination with determining delivery rate, agents can be selected to receive interventions based on ranked performance or need.

US Patent:

20050043986, Feb 24, 2005

Filed:

Aug 20, 2003

Appl. No.:

10/645917

Inventors:

Matthew McConnell - Alpharetta GA, US
John McIlwaine - Alpharetta GA, US
Rick Baggenstoss - Decatur GA, US
Scott Richter - Gainesville GA, US
Robert Beard - Alpharetta GA, US
Eric Blumthal - Atlanta GA, US
Jennifer East - Alpharetta GA, US
Lisa Foley - Atlanta GA, US

International Classification:

G06F017/60

US Classification:

705011000

Abstract:

A method and system for selecting an agent to service a contact at a contact center accounts for the state of the contact center and for individual agent proficiency and performance. A software-implemented method includes an algorithm that adjusts the agent-selection process according to variations in state such as fluctuating call volume. When two or more metrics describe distinct aspects of an agent's performance and both aspects are relevant to agent selection, the algorithm can weigh each according to relative importance to the center's operational effectiveness. The present invention couples to the information infrastructure of a computer-based contact center and interfaces with the components of the center that acquire and maintain information pertinent to the agent-selection process. This connectivity delivers real-time information to the software algorithms and thereby facilitates rapid response to changing conditions.

US Patent:

20070061777, Mar 15, 2007

Filed:

Sep 9, 2005

Appl. No.:

11/223348

Inventors:

Snehal Vashi - Smyrna GA, US
Rodney Smith - Marietta GA, US
Lisa Foley - Atlanta GA, US

International Classification:

G06F 9/44

US Classification:

717113000, 717105000, 717109000

Abstract:

A system, method, and computer program product enable a user to graphically create a program for controlling operation of a self-service kiosk. A workflow diagram, representing the desired operation of the kiosk, is created in response to the selection and ordering by the user of a plurality of state elements and connector elements. The state elements define the input of data to and/or the output of data from the kiosk. The connector elements define the transition from one state element to another state element. When the workflow diagram is complete, a screen flow simulation may be created, comprising simulated kiosk screen displays. The screen flow simulation replicates the operation of the kiosk, thus enabling the user to test the planned operation prior to creating the final screen displays. When the user is satisfied with the screen flow simulation, the program for controlling operation of the kiosk may be created.

US Patent:

20220405731, Dec 22, 2022

Filed:

Jun 18, 2021

Appl. No.:

17/351247

Inventors:

- Hyogo, JP
Snehal VASHI - Atlanta GA, US
Rodney SMITH - Marietta GA, US
David PAGE - Alpharetta GA, US
Lisa Marie FOLEY - Atlanta GA, US
Russell BRACKETT - Powder Springs GA, US

Assignee:

Glory Ltd. - Hyogo

International Classification:

G06Q 20/32
H04L 29/06
G06Q 20/20
G06Q 20/02
G06Q 40/02
G06Q 20/40
G06Q 20/10

Abstract:

A banking device in accordance with the present disclosure includes processing circuitry that is configured to receive user authentication information from a mobile device of a user interacting with the mobile device. The user authentication information may include a token indicating that the user of the mobile device is authenticated. The processing circuitry is further configured to contact, in response to reception of the user authentication information a banking server to initiate a banking transaction; and initiate the banking transaction.