Michael E Muller

US Patent:

7188169, Mar 6, 2007

Filed:

Jun 8, 2001

Appl. No.:

09/877414

Inventors:

Bryan Buus - Broomfield CO, US
Randall Gaz - Lafayette CO, US
Tom Malaher - Calgary, CA
Michael Muller - Boulder CO, US
Keith Schwartz - Chicago IL, US

Assignee:

Fair Isaac Corporation - Minneapolis MN

International Classification:

G06F 15/173
G06F 15/16
G06Q 30/00

US Classification:

709224, 709223, 709229, 709250, 709201, 709202

Abstract:

A system for monitoring business performance indicators in a networked environment. The system comprises a data source having a predefined format, an agent communicatively coupled to the data source, wherein the agent is configured according to the data source format and wherein the agent is operative to gather data from the data source and translate the data into a first modified format thereby creating modified data. The systems also comprises a reaper communicatively coupled to the agent and configured to retrieve the modified data from the agent, a data repository communicatively coupled to the reaper and configured to store the modified data, an alert detector communicatively coupled to the data repository and configured to compare the modified data with a first configuration parameter, and a dashboard controller communicatively coupled to the data repository and configured to display the modified data in a format defined by a second configuration parameter.

US Patent:

55617115, Oct 1, 1996

Filed:

Mar 9, 1994

Appl. No.:

8/208767

Inventors:

Michael J. Muller - Boulder CO

Assignee:

US West Technologies, Inc. - Boulder CO

International Classification:

H04M 300
G06F 1536

US Classification:

379266

Abstract:

A predictive scheduling system and method for assigning a telephone call to a telephone agent. The system includes processing and switching equipment capable of implementing the method steps of generating a plurality of signals representing selected parameters for each of the plurality of agents and for the call, and processing the signals to select an agent, at the time the call is received, to handle the call. The system also implements the method steps of routing the call to an automated dialog system using pre-recorded voice communications from the selected agent, and routing the call to the selected agent.

US Patent:

58126384, Sep 22, 1998

Filed:

Mar 8, 1996

Appl. No.:

8/614419

Inventors:

Michael J. Muller - Boulder CO

Assignee:

U S West, Inc. - Englewood CO

International Classification:

H04M 342

US Classification:

379 88

Abstract:

A method for handling incoming callers to a call processing system such as a directory assistance facility, and associated system is disclosed. The method includes the steps of recording a greeting message from an operator, recording information provided by an incoming caller, replaying the recorded information provided by the incoming caller to the operator to enable the operator to conduct a search and replaying the recorded greeting from the operator to the incoming caller during a replay interval, which is defined as the period in which the recorded information provided by the incoming caller is played back to the operator. The method may further include the step of modifying at least one of the recorded incoming caller information and the recorded message from the operator such that the duration of the recorded message from the operator is less than or substantially equal to the duration of the recorded incoming caller information.