59 pending office actions
| App # | Title | Examiner | Art Unit | Status | Filed |
|---|---|---|---|---|---|
| 18822518 | SYSTEM AND METHOD FOR IMPROVED TRADING WITH AGENT RANKING AND SCHEDULE TAGGING | WEBB III, JAMES L | 3624 | Final Rejection | Sep 03, 2024 |
| 18811816 | SYSTEM AND METHOD FOR DETERMINING AN AGENT PROFICIENCY WHEN ADDRESSING CONCURRENT CUSTOMER SESSIONS AND UTILIZATION THEREOF | LEE, PO HAN | 3623 | Non-Final OA | Aug 22, 2024 |
| 18775059 | AUTOMATIC AVAILABILITY PREDICTION FOR A SUBJECT MATTER EXPERT | LEE, PO HAN | 3623 | Non-Final OA | Jul 17, 2024 |
| 18772497 | SYSTEM AND METHOD FOR AUTOMATICALLY EVALUATING DATA ITEMS USING A MACHINE LEARNING MODEL | AL AUBAIDI, RASHA S | 2693 | Non-Final OA | Jul 15, 2024 |
| 18747517 | SYSTEM AND METHOD FOR ENABLING TRUE-TO-INTERVAL ANALYTICS IN AN AUTOMATIC CONTACT DISTRIBUTOR APPLICATION | LABOGIN, DORETHEA L | 3624 | Final Rejection | Jun 19, 2024 |
| 18732677 | SYSTEM AND METHOD FOR DISTRIBUTING WORKLOAD OF A WORKING-SHIFT OF A SOURCE-LOCATION TO WORKING-SHIFTS IN TARGET-LOCATIONS IN A MULTIPLE-LOCATIONS CONTACT CENTER | BOROWSKI, MICHAEL | 3624 | Final Rejection | Jun 04, 2024 |
| 18664331 | SYSTEM AND METHOD FOR REAL-TIME IMPACT ASSESSMENT OF SOCIAL MEDIA POSTS WITH GENERATIVE ARTIFICIAL INTELIGENCE | TRUONG, BENJAMIN LY | 3626 | Non-Final OA | May 15, 2024 |
| 18652452 | SYSTEM AND METHOD FOR SUGGESTING ANSWERS ON AGENT PERFORMANCE EVALUATION FORMS USING GENERATIVE ARTIFICIAL INTELLIGENCE | PATEL, SHREYANS A | 2659 | Non-Final OA | May 01, 2024 |
| 18628003 | SYSTEMS AND METHODS FOR MANAGING CALLBACKS | ZENATI, AMAL S | 2693 | Non-Final OA | Apr 05, 2024 |
| 18626893 | SYSTEM AND METHOD FOR DISTRIBUTING INTERACTION DATA TO AGENTS | GARCIA-GUERRA, DARLENE | 3625 | Non-Final OA | Apr 04, 2024 |
| 18619269 | SYSTEM AND METHOD FOR OPTIMIZING STAFFING OF A WORKING-SHIFT DURING A DATE RANGE BY PREDICTING ADHERENCE PARAMETER OF THE WORKING-SHIFT BASED ON A SCHEDULING UNIT | MUNSON, PATRICIA H | 3624 | Final Rejection | Mar 28, 2024 |
| 18619899 | SYSTEM AND METHOD FOR COUNTER OFFERING SHIFT TRADES | MEINECKE DIAZ, SUSANNA M | 3625 | Final Rejection | Mar 28, 2024 |
| 18598234 | SYSTEM AND METHODS FOR EFFICIENT AND SUCCESSFUL OUTBOUND CAMPAIGNS IN CONTACT CENTER | BEKERMAN, MICHAEL | 3621 | Non-Final OA | Mar 07, 2024 |
| 18598504 | SYSTEM AND METHOD FOR PERSONALIZED AUTOMATED COACHING POWERED BY GENERATIVE AI | BULLINGTON, ROBERT P | 3715 | Non-Final OA | Mar 07, 2024 |
| 18596697 | SYSTEM AND METHOD FOR PREDICTING A SHRINKAGE PERCENTAGE IN A TIME-SLOT DURING A FUTURE STAFFING PLAN IN A CONTACT CENTER | MANSFIELD, THOMAS L | 3624 | Final Rejection | Mar 06, 2024 |
| 18591677 | SYSTEM AND METHOD FOR GENERATING EVALUATION FORMS | LEE, PO HAN | 3623 | Final Rejection | Feb 29, 2024 |
| 18442132 | SYSTEM AND METHOD FOR CALCULATING A SCORE OF AN OUTBOUND-MARKETING INTERACTION | SINGLETARY, TYRONE E | 3625 | Non-Final OA | Feb 15, 2024 |
| 18421057 | SYSTEM AND METHOD FOR LANGUAGE PROCESSING | YEN, ERIC L | 2658 | Non-Final OA | Jan 24, 2024 |
| 18418277 | SYSTEM AND METHOD FOR PROVIDING PERSONALIZED CONVERSATION-CONTENT FOR OUTBOUND MARKETING CAMPAIGNS OPERATED VIA A CLOUD-BASED CONTACT CENTER PLATFORM | LONG, MEREDITH A | 3622 | Non-Final OA | Jan 21, 2024 |
| 18403788 | SYSTEM AND METHOD FOR ENHANCING EFFECTIVENESS OF A COACHING SESSION OF AN AGENT BY CREATING THE COACHING SESSION BASED ON A CALCULATED COACHING IMPACT SCORE OF COACHES, IN A CONTACT CENTER | GOLDBERG, IVAN R | 3619 | Final Rejection | Jan 04, 2024 |
| 18384858 | SYSTEM AND METHOD FOR PROVIDING AN IDENTICAL RESPONSE TO A SIMILAR ISSUE THAT IS RECEIVED FROM DIFFERENT CUSTOMERS, VIA INBOUND-INTERACTION IN A DIGITAL MULTI-CHANNEL CONTACT CENTER | MATAR, AHMAD | 2693 | Final Rejection | Oct 29, 2023 |
| 18383488 | SYSTEM AND METHOD FOR ADJUSTING AGENTS STAFFING LEVELS OF A SUCCESSIVE WORK-SHIFT OF A PREASSIGNED ONGOING WORK-SHIFT, DURING THE PREASSIGNED ONGOING WORK-SHIFT, IN A CONTACT CENTER | OBAID, HAMZEH M | 3624 | Non-Final OA | Oct 25, 2023 |
| 18490515 | SYSTEMS AND METHODS FOR REDIRECTION OF INCOMING CONTACTS | POPE, KHARYE | 2693 | Final Rejection | Oct 19, 2023 |
| 18378714 | A COMPUTER-IMPLEMENTED METHOD FOR CONSISTENTLY IDENTIFYING AN AGENT FOR A COACHING SESSION, AND ASSESSING RELEVANT COACHING SUBJECT TO THE COACHING SESSION, IN A CONTACT CENTER | BULLINGTON, ROBERT P | 3715 | Final Rejection | Oct 11, 2023 |
| 18476178 | SYSTEM AND PROCEDURE FOR EFFICIENT UTILIZATION OF UNDERUTILIZED AGENTS BY USING REVERSE STAFFING | STIVALETTI, MATHEUS R | 3623 | Final Rejection | Sep 27, 2023 |
| 18471090 | SYSTEM AND METHOD TO DETERMINE AGENT PROFICIENCY FOR A SKILL | DIVELBISS, MATTHEW H | 3624 | Non-Final OA | Sep 20, 2023 |
| 18470087 | SYSTEMS AND METHODS FOR TRADING SHIFT OF UNAVAILABLE PREFERENCE USING TRADE QUEUES | STEWART, CRYSTOL | 3624 | Final Rejection | Sep 19, 2023 |
| 18469648 | SYSTEM AND METHOD OF DIGITAL SCHEDULE PROCESSING | KASSIM, HAFIZ A | 3623 | Final Rejection | Sep 19, 2023 |
| 18468976 | SYSTEM AND METHOD FOR INTELLIGENT RESOURCE SCHEDULE ADJUSTMENT | MHEIR, ZUHEIR | 2198 | Non-Final OA | Sep 18, 2023 |
| 18458553 | SYSTEM AND METHOD OF CALCULATING SUPERVISOR IMPACT SCORE | LEE, PO HAN | 3623 | Final Rejection | Aug 30, 2023 |
| 18363835 | SYSTEM AND METHOD FOR MULTI DAY COMPUTERIZED TRADE | STIVALETTI, MATHEUS R | 3623 | Non-Final OA | Aug 02, 2023 |
| 18354974 | SYSTEMS AND METHODS FOR AGGLOMERATIVE CLUSTERING | WONG, LINDA | 2655 | Final Rejection | Jul 19, 2023 |
| 18349497 | SYSTEMS AND METHODS FOR AUTOMATING CONFIGURATIONS FOR TENANT ONBOARDING | ROTARU, OCTAVIAN | 3624 | Non-Final OA | Jul 10, 2023 |
| 18338764 | ENRICH THE WFM-SHIFT TRADE EXPERIENCE FOR AGENTS AND MANAGERS BY INTRODUCING THE SHIFT TRADE INDEX | STEWART, CRYSTOL | 3624 | Non-Final OA | Jun 21, 2023 |
| 18336482 | SYSTEM AND METHOD TO DISTRIBUTE INTERACTIVE MEDIA WITH LOW LATENCY FOR EFFICIENT CONTACT CENTER | JACKSON, JAKIEDA R | 2657 | Final Rejection | Jun 16, 2023 |
| 18205541 | METHOD FOR PRIORITIZING AGENTS FOR WORKING FROM OFFICE VIA A WFM APPLICATION IN A HYBRID CONTACT CENTER WORK ENVIRONMENT | MANSFIELD, THOMAS L | 3624 | Non-Final OA | Jun 04, 2023 |
| 18202438 | AUTOMATIC GENERATION OF A TAXONOMY WITH CLUSTER EXEMPLAR SCORING | LERNER, MARTIN | 2658 | Non-Final OA | May 26, 2023 |
| 18200058 | METHOD AND SYSTEM FOR CALCULATING LEVEL OF FRICTION WITHIN A CUSTOMER AND AGENT INTERACTION, FOR QUALITY IMPROVEMENT THEREOF, IN A CONTACT CENTER | PUJOLS-CRUZ, MARJORIE | 3624 | Final Rejection | May 22, 2023 |
| 18319337 | EFFORTLESS CUSTOMER CONTACT AND INCREASED FIRST CALL RESOLUTION SYSTEM AND METHODS | MINOR, AYANNA YVETTE | 3624 | Final Rejection | May 17, 2023 |
| 18310033 | REALTIME MONITORING OF INTERACTIONS | DIVELBISS, MATTHEW H | 3624 | Final Rejection | May 01, 2023 |
| 18122131 | METHOD AND SYSTEM FOR AUTOMATICALLY POINTING ON AN INFLUENCER ON A MEASURED PERFORMANCE CHANGE | GURSKI, AMANDA KAREN | 3625 | Final Rejection | Mar 16, 2023 |
| 18117451 | METHOD AND SYSTEM FOR REDUCING UNDERSTAFFING CONDITIONS BY ENABLING SCHEDULING OF A FLEXIBLE ACTIVITY REQUEST IN A WORKFORCE MANAGEMENT (WFM) SYSTEM | MEINECKE DIAZ, SUSANNA M | 3625 | Final Rejection | Mar 05, 2023 |
| 18097324 | COMPUTERIZED-METHOD AND COMPUTERIZED-SYSTEM FOR IDENTIFYING HIGH IMPACTED SCHEDULES, IN A CONTACT CENTER | LEE, PO HAN | 3623 | Non-Final OA | Jan 16, 2023 |
| 18152570 | SYSTEM AND METHOD FOR IMPROVING SURVEY RESPONSE RATE USING SURVEY OUTCAST WINDOW RECOMMENDATION ENGINE | AUSTIN, JAMIE H | 3625 | Non-Final OA | Jan 10, 2023 |
| 18093107 | SYSTEMS AND METHODS FOR AUTOMATIC HANDLING OF SCORE REVISION REQUESTS | SINGLETARY, TYRONE E | 3625 | Final Rejection | Jan 04, 2023 |
| 18149753 | SYSTEM AND METHOD TO CALCULATE PURSUIT EFFECTIVENESS SCORE | BAINS, SARJIT S | 3623 | Non-Final OA | Jan 04, 2023 |
| 18092345 | COMPUTERIZED-METHOD AND COMPUTERIZED-SYSTEM FOR GENERATING A COACHING SESSION HAVING COACHING CONTENT RELATED TO CUSTOMER EXPERIENCE, IN A WEB APPLICATION FOR MANAGING COACHING SESSIONS | BOSWELL, BETH V | 3625 | Non-Final OA | Jan 02, 2023 |
| 18068154 | EVALUATION PARKING SYSTEM AND METHODS | GOLDBERG, IVAN R | 3619 | Final Rejection | Dec 19, 2022 |
| 18071008 | SYSTEM AND METHOD TO IDENTIFY AND QUANTIFY MONOTONY IN COMPUTER RELATED PROCESSES | NEAL, ALLISON MICHELLE | 3625 | Final Rejection | Nov 29, 2022 |
| 18057553 | SYSTEM AND METHOD FOR PROVIDING PROBABILITY OF TIME-OFF GETTING APPROVED | PUJOLS-CRUZ, MARJORIE | 3624 | Final Rejection | Nov 21, 2022 |
| 18055694 | STAFF REQUIREMENT COMPUTATION FOR SYNCHRONOUS AND ASYNCHRONOUS WORK ITEMS | GARCIA-GUERRA, DARLENE | 3625 | Final Rejection | Nov 15, 2022 |
| 17987054 | SYSTEM AND METHOD FOR UPDATING RESOURCE ASSIGNMENTS | PADOT, TIMOTHY | 3625 | Non-Final OA | Nov 15, 2022 |
| 17899227 | METHOD FOR DETERMINING COGNITIVE LOAD-DRIVEN CONCURRENCY LIMITS BASED ON TEXT COMPLEXITY | ALSTON, FRANK MAURICE | 3625 | Final Rejection | Aug 30, 2022 |
| 17833940 | SYSTEM AND METHOD FOR MONITORING AN UNAVAILABILITY-INTERVAL TYPE TO ADJUST AGENT-SCHEDULE TO BE IN ADHERENCE AND TO BALANCE WORKFORCE, IN A CONTACT-CENTER | MINOR, AYANNA YVETTE | 3624 | Final Rejection | Jun 07, 2022 |
| 17832746 | SYSTEM AND METHOD FOR INCREASING PRODUCTIVITY OF AGENTS IN A CONTACT CENTER BY IMPROVING AN AUTOMATIC-SCHEDULING GENERATION IN A WORKFORCE MANAGEMENT (WFM) APPLICATION | SANTIAGO-MERCED, FRANCIS Z | 3625 | Non-Final OA | Jun 06, 2022 |
| 17589023 | STAFF REQUIREMENT GENERATION METHOD AND SYSTEM ACCOUNTING FOR MULTI-SKILL AND MULTI-SESSION EFFICIENCY | WEBB III, JAMES L | 3624 | Non-Final OA | Jan 31, 2022 |
| 17551902 | SYSTEMS AND METHODS FOR INTELLIGENT ADHERENCE OR CONFORMANCE ANALYSIS COACHING | ROTARU, OCTAVIAN | 3624 | Final Rejection | Dec 15, 2021 |
| 17515472 | SYSTEM AND METHOD FOR IDENTIFYING TRUTHFULNESS OF A DISPOSITION IN A CONTACT CENTER | GARCIA-GUERRA, DARLENE | 3625 | Non-Final OA | Oct 31, 2021 |
| 17359670 | SYSTEM AND METHOD OF IDENTIFYING AND UTILIZING AGENT EFFECTIVENESS IN HANDLING MULTIPLE CONCURRENT MULTI-CHANNEL INTERACTIONS | BOSWELL, BETH V | 3625 | Final Rejection | Jun 28, 2021 |
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