114results about How to "Acceptable level" patented technology

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and / or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Methods and systems are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. A method for routing callers includes routing a caller, if agents are available, to an agent based on a pattern matching algorithm (which may include performance based matching, pattern matching based on agent and caller data, computer models for predicting outcomes of agent-caller pairs, and so on). Further, if no agents are available for the incoming caller, the method includes holding the caller in a shadow queue, e.g., a set of callers. When an agent becomes available the method includes scanning all of the callers in the shadow queue and matching the agent to the best matching caller within shadow queue.

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes routing a caller from a pool of callers based on at least one caller data associated with the caller, where a pool of callers includes, e.g., a set of callers that are not chronologically ordered and routed based on a chronological order or hold time of the callers. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and / or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller of a plurality of callers in a queue, and routing the caller from the queue out of queue order. For example, a caller that is not at the top of the queue may be routed from the queue based on the identified caller data, out of order with respect to the queue order. The caller may be routed to another queue of callers, a pool of callers, or an agent based on the identified caller data, where the caller data may include one or both of demographic and psychographic data. The caller may be routed from the queue based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and / or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes combining multiple output variables of a pattern matching algorithm (for matching callers and agents) into a single metric for use in the routing system. The pattern matching algorithm may include a neural network architecture, where the exemplary method combines output variables from multiple neural networks. The method may include determining a Z-score of the variable outputs and determining a linear combination of the determined Z-scores for a desired output. Callers may be routed to agents via the pattern matching algorithm to maximize the output value or score of the linear combination. The output variables may include revenue generation, cost, customer satisfaction performance, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for at least one of a set of callers on hold and causing a caller of the set of callers to be routed to an agent based on a comparison of the caller data and the agent data. The caller data and agent data may be compared via a pattern matching algorithm and / or computer model for predicting a caller-agent pair having the highest probability of a desired outcome. As such, callers may be pooled and routed to agents based on comparisons of available caller and agent data, rather than a conventional queue order fashion. If a caller is held beyond a hold threshold the caller may be routed to the next available agent. The hold threshold may include a predetermined time, “cost” function, number of times the caller may be skipped by other callers, and so on.

Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes pooling incoming callers, and causing a caller from the pool of callers to be routed. The caller may be routed from the pool of callers to an agent, placed in another pool of callers, or placed in a queue of callers. The caller data may include demographic or psychographic data. The caller may be routed from the pool of callers based on comparing the caller data with agent data associated with an agent via a pattern matching algorithm and / or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. One or more agents are graded on achieving an optimal interaction, such as increasing revenue, decreasing cost, or increasing customer satisfaction. Callers are then preferentially routed to a graded agent to obtain an increased chance at obtaining a chosen optimal interaction. In a more advanced embodiment, caller and agent demographic and psychographic characteristics can also be determined and used in a pattern matching algorithm to preferentially route a caller with certain characteristics to an agent with certain characteristics to increase the chance of an optimal interaction.

Methods and systems are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. A method for routing callers includes routing a caller, if agents are available, to an agent based on a pattern matching algorithm (which may include performance based matching, pattern matching based on agent and caller data, computer models for predicting outcomes of agent-caller pairs, and so on). Further, if no agents are available for the incoming caller, the method includes holding the caller in a shadow queue, e.g., a set of callers. When an agent becomes available the method includes scanning all of the callers in the shadow queue and matching the agent to the best matching caller within shadow queue.

Systems and methods are disclosed for routing callers to agents in a contact center, along with an intelligent routing system. An exemplary method includes combining multiple output variables of a pattern matching algorithm (for matching callers and agents) into a single metric for use in the routing system. The pattern matching algorithm may include a neural network architecture, where the exemplary method combines output variables from multiple neural networks. The method may include determining a Z-score of the variable outputs and determining a linear combination of the determined Z-scores for a desired output. Callers may be routed to agents via the pattern matching algorithm to maximize the output value or score of the linear combination. The output variables may include revenue generation, cost, customer satisfaction performance, first call resolution, cancellation, or other variable outputs from the pattern matching algorithm of the system.

Methods and systems are provided for routing callers to agents in a call-center routing environment. An exemplary method includes identifying caller data for a caller in a queue of callers, and jumping or moving the caller to a different position within the queue based on the caller data. The caller data may include one or both of demographic data and psychographic data. The caller can be jumped forward or backward in the queue relative to at least one other caller. Jumping the caller may further be based on comparing the caller data with agent data via a pattern matching algorithm and / or computer model for predicting a caller-agent pair outcome. Additionally, if a caller is held beyond a hold threshold (e.g., a time, “cost” function, or the like) the caller may be routed to the next available agent.

Briefly, the present invention provides a dynamic channel re-assignment capability between mobile units, base stations and sectors within base station coverage areas. The wireless devices used in the present invention may include impulse radio communication devices such as, for example ultra-wideband radio (also known as digital pulse wireless) communication devices. Ultra-wideband bandwidth and channel allocation can be effectively managed, even though link quality generally deteriorates near the outer boundary of the base station. By maintaining dual communications with an adjoining base station, the present invention reduces the bit error rate and maintains signal strength (e.g., RF signal strength). This procedure is termed a “soft-handoff”.

The present invention relates to a novel photoresist composition that can be developed with an aqueous alkaline solution, and is capable of being imaged at exposure wavelengths in the deep ultraviolet. The invention also relates to a process for imaging the novel photoresist as well as novel photoacid generators.The novel photoresist comprises a) a polymer containing an acid labile group, and b) a novel mixture of photoactive compounds, where the mixture comprises a lower absorbing compound selected from structure 1 and 2, and a higher absorbing compound selected from structure 4 and 5, where, R1 and R2 R5, R6, R7, R8, and R9 are defined herein; m=1–5; X− is an anion, and Ar is selected from naphthyl, anthracyl, and structure 3, where R30, R31, R32, R33, and R34 are defined herein.

A monitoring system including a baseline model that automatically captures and models normal system behavior, a correlation model that employs multivariate autoregression analysis to detect abnormal system behavior, and an alarm service that weights and scores a variety of alerts to determine an alarm status and implement appropriate response actions. The baseline model decomposes the input variables into a number of components representing relatively predictable behaviors so that the erratic component e(t) may be isolated for further processing. These components include a global trend component, a cyclical component, and a seasonal component. Modeling and continually updating these components separately permits a more accurate identification of the erratic component of the input variable, which typically reflects abnormal patterns when they occur.

The present invention relates in one aspect to a class D audio amplifier with improved output driver topology supporting multi-level output signals such as 3-level, 4-level or 5-level pulse width or pulse density modulated output signals for application to a loudspeaker load. The present class D audio amplifiers are particularly well-suited for high-volume consumer audio applications and solutions.

An HDTV receiver coupled to a terrestrial antenna displays real-time signal strength of terrestrial digital television signals. A graphical user interface preferably displays various data relating to all terrestrial television signals in a scrollable grid format. The grid is displayed within an active video display of a selected television signal from the grid. Audio for the selected channel is also active.

A nicotine method and solution which utilizes an acidic solution containing nicotine. The solution is for use to treat various medical conditions, such as to reduce the need of a user of smoking tobacco to smoke tobacco, to reduce attention deficit disorder symptoms in a person who has attention deficit disorder, and / or to reduce Alzheimer's disease symptoms in a person who has Alzheimer's disease. The solution is palatable and may be introduced into the person by the person drinking it. Subsequent to drinking, the blood plasma levels are sufficient to reduce the need to smoke tobacco, to reduce attention deficit disorder symptoms, and / or to reduce Alzheimer's disease symptoms.

A system for challenge-response authentication is provided by receiving, from an external terminal over a communication network, a request for access to a service. A plurality of objects is presented to a user via a display. A plurality of codes is received over the communication network, each of the plurality of codes corresponding to one of the plurality of objects. The plurality of codes are matched to a plurality of alphanumeric characters according to a predetermined table. An alphanumeric string is generated from the plurality of alphanumeric characters and the alphanumeric string is compared to a user identifier stored in a database. Based on the comparing, a determination is made as to whether to grant the user access to the service.

A water supply system, particularly for an aircraft such as a passenger aircraft, includes a disinfecting unit with an electrolysis cell connected in series with a water storage tank including a water distribution pipe system and a circulating pump. A bypass pipe with a valve permits connecting the electrolysis cell to the distribution system or bypassing the electrolysis cell. The electrolysis cell disinfects the water by anodic oxidation. A salt solution container may be connected to the electrolysis cell to enhance the anodic oxidation. The pump circulates the disinfected water through the tank and / or through the entire system, whereby the water supply is disinfected and the disinfected water in turn disinfects the entire system.

An air bag inflator providing a source of gas, releasable upon command, to inflate a supplemental inflation restraint (SIR) system commonly known as an automobile air bag. Provided is a pressure vessel containing one or more separate chambers for the purpose of storing gaseous fuel(s) and gaseous oxidizer(s) or liquid fuel(s) and liquid oxidizer(s) under pressure with helium as the primary filler gas. The primary function of the helium gas is to serve as a kinetic damper to modulate and control the reaction rate of the fuel(s) and oxidizer(s). Because of its low mass, high thermal conductivity and high heat capacity for its mass, helium is an excellent filler gas. In the case of the gaseous fuel(s) and oxidizer(s) a single chamber is provided. In the case of liquid fuel(s) and oxidizer(s), two or more separate housings are provided for storing the liquid fuel(s) and oxidizer(s). Along with the liquid fuel(s) and oxidizer(s) housings, two separate chambers containing pressurized helium are provided within the pressure vessel. The first helium chamber rapidly pressurizes upon initiation of a gas producing pyrotechnic igniter. This pressure acts on thin membranes on the first chamber side of the separate liquid storage housings to force the liquid fuel(s) and oxidizer(s) into the second chamber where the materials are atomized and mixed. The mixture is ignited by the arrival of hot gases from the igniter directed into the second chamber via the small diameter tube or orifice. The fuel(s) oxidizer(s) mixture burns to produce gaseous reaction products that are released into the air bag by bursting a controlled rupture burst disc.

An active current sharing circuit that provides a plurality of paralleled DC-DC converters each having a lossless inductor-based current sensing circuit for sensing the average current of the associated DC-DC converter through its output inductor, and a means for adjusting the voltage reference coupled to each of the DC-DC converter's PWM controllers through a one pin interconnection between the converters. The circuit provides a high percentage current sharing level at lower cost, with reduced circuit wiring complexity, and fewer components. In an alternate embodiment, the inductor-based current sensing is replaced with a resistor-based current sensing, such that comparable current sharing levels are achieved albeit with higher loss.

A digital camera control system that requires no light sensors is described. The control system relies on modeled external environmental geophysical solar parameters, geometric relationships between the object to be imaged and surrounding potentially shadowing objects, the material properties of the object to be imaged such as reflectivity are combined to produce the estimated irradiance on a camera sensor for the particular time of day, date and geometric relationship between the object and the sun. The calculated irradiance on the image sensor for the background of the object of interest and a feature to be recognized provide a contrast. The signal to noise requirements for the feature recognition are used to determine a minimum required contrast transfer function for the sensor. Control parameters for the sensor are then determined to meet the minimum contrast requirements. The system therefore provides a method to rapidly determine an optimum camera settings for any time of day and ensures the camera is always ready to capture at least the minimum required contrast image of a fast moving transient object. The system is demonstrated for use in a license plate imaging application.

A method for preparing a concentrated, immunoglobulin composition for treating subjects vaccinated against or infected with a pathogenic microorganism, comprising: (a) selecting a population of individuals previously vaccinated against one or more antigens associated with the pathogenic microorganism; (b) determining the level of specific antibodies immunoreactive with the pathogenic microorganism in a blood or blood component of the individuals to identify very high titre individuals having a very high titre of the specific antibodies; (c) combining blood or blood components comprising immunoglobulins from the very high titre individuals; and (d) purifying and / or concentrating the product of step (c), thereby obtaining a concentrated immunoglobulin composition. Also disclosed is a concentrated immunoglobulin composition comprising specific antibodies immunoreactive with a pathogenic microorganism, characterized in that the titre of specific antibodies of the composition is at least 5 times higher than the average titre of specific antibodies of a population of individuals previously vaccinated against one or more antigens associated with the pathogenic microorganism. The composition has a relatively high protein concentration and a low percentage of protein aggregates, and is therefore suitable for both iv and im administration. In a preferred embodiment, the pathogenic microorganism is smallpox virus or vaccinia virus.

An organopolysiloxane containing at least two silicon-bonded hydroxyl groups, the reaction product of an amino-containing organoalkoxysilane with a dicarboxylic anhydride, and an organopolysiloxane containing long-chain alkyl and alkoxy groups, but free of hydroxyl groups are emulsified and dispersed in water in the presence of a surfactant to form a coating emulsion composition.

Briefly, the present invention provides a dynamic channel re-assignment capability between mobile units, base stations and sectors within base station coverage areas. The wireless devices used in the present invention may include impulse radio communication devices such as, for example ultra-wideband radio (also known as digital pulse wireless) communication devices. Ultra-wideband bandwidth and channel allocation can be effectively managed, even though link quality generally deteriorates near the outer boundary of the base station. By maintaining dual communications with an adjoining base station, the present invention reduces the bit error rate and maintains signal strength (e.g., RF signal strength). This procedure is termed a “soft-handoff”.

The invention provides stabilized aqueous pharmaceutical etanercept compositions suitable for long-term storage of etanercept, methods of manufacture of these compositions, methods of administration, and kits containing same.

The homing tag (1) has a transmissive housing (3), which is attached to a cartridge case (5). The transmissive housing (3) includes an aft body (7) to provide an interface with the cartridge case (5). Rotating bands (9) are located at a leading edge of the aft body (7). The transmissive housing (3) further includes a central body (11). The ogive-shaped nose (13) is formed of transparent material. A pluralit of slots (15) are provided for cooling the transmissive housing (3).