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Andrew D. Flockhart

Alcatel-Lucent

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Publication

Featured researches published by Andrew D. Flockhart.

Archive | 1998

Optimizing call-center performance by using predictive data to distribute agents among calls

Frank J. Bogart; Andrew D. Flockhart; Robin H Foster; Joylee E. Kohler; Eugene P. Mathews; Stephen L. Skarzynski

Archive | 1997

Waiting-call selection based on anticipated wait times

Andrew D. Flockhart; Robin H Foster; Joylee E. Kohler; Eugene P. Mathews

Archive | 1997

Call distribution based on agent occupancy

Thomas S Fisher; Andrew D. Flockhart; Roy A Jensen; Joylee E. Kohler; Eugene P. Mathews; Edward L. Smelko

Archive | 1998

Waiting-call selection based on objectives

Andrew D. Flockhart; Robin H Foster; Joylee E. Kohler; Eugene P. Mathews

Archive | 1998

Call center agent selection that optimizes call wait times

Andrew D. Flockhart; Robin H Foster; Roy A Jensen; Joylee E. Kohler; Eugene P. Mathews

Archive | 1995

Method and apparatus for queuing a call to the best split

Andrew D. Flockhart; Eugene P. Mathews

Archive | 1997

Arrangement for equalizing levels of service among skills

Andrew D. Flockhart; Robin H Foster; Roy A Jensen; Joylee E. Kohler; Eugene P. Mathews

Archive | 1998

Arrangement for improving retention of call center's customers

Andrew D. Flockhart; Robin H Foster; Eugene P. Mathews

Archive | 1996

Transaction center for processing customer transaction requests from alternative media sources

Patricia Ann Berkowitz; Robin H Foster; David Abraham Horovitz; Andrew D. Flockhart; Myron Eugene Drapal

Archive | 1995

Method and apparatus for queuing a call to the best backup split

Andrew D. Flockhart; Eugene P. Mathews

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Collaboration

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Eugene P. Mathews

Alcatel-Lucent

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Robin H Foster

Alcatel-Lucent

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Joylee E. Kohler

Alcatel-Lucent

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Eugene P Mahews

Alcatel-Lucent

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Roy A Jensen

Alcatel-Lucent

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Frank J. Bogart

Alcatel-Lucent

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Gregory L. Dallas Anderson

Alcatel-Lucent

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Thomas S Fisher

Alcatel-Lucent

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David Abraham Horovitz

Alcatel-Lucent

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Edward L. Smelko

Alcatel-Lucent

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