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Mark J. Michelson

Rockwell International

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Publication

Featured researches published by Mark J. Michelson.

Archive | 1994

Method and system for routing incoming telephone calls to available agents based on agent skills

Michael C. Hollatz; Daniel F. Baker; Joseph C. Steinlicht; Mark J. Michelson; Kurt E. Sunderman

Archive | 2002

Personality based routing

Anthony J. Dezonno; Mark J. Power; Roger A. Sumner; Carlo Bonifazi; Jeffrey D. Hodson; Craig R. Shambaugh; Mark J. Michelson; Robert P. Beckstrom

Archive | 1994

Automatic call distribution system with user definable logging and method therefor

Kurt E. Sunderman; Mark J. Michelson; John P. Lenihan

Archive | 1995

Telecommunication system with multilink host computer call control interface system and method

Noreen A. Harrington; Mark J. Michelson

Archive | 2002

Method and apparatus for assigning priorities by applying dynamically-changeable business rules

Mark J. Power; Anthony J. Dezonno; Roger A. Sumner; Carlo Bonifazi; Jeffrey D. Hodson; Craig R. Shambaugh; Mark J. Michelson; Robert P. Beckstrom

Archive | 2002

Best practices learning for agents in a communication system

Craig R. Shambaugh; Roger A. Sumner; Mark J. Power; Carlo Bonifazi; Jeffrey D. Hodson; Mark J. Michelson; Robert P. Beckstrom; Anthony J. Dezonno

Archive | 2002

Third party coaching for agents in a communication system

Craig R. Shambaugh; Roger A. Sumner; Mark J. Power; Carlo Bonifazi; Jeffrey D. Hodson; Mark J. Michelson; Robert P. Beckstrom; Anthony J. Dezonno

Archive | 2002

Media translator for transaction processing system

Mark J. Michelson; Roger A. Sumner; Mark J. Power; Carlo Bonifazi; Jeffrey D. Hodson; Craig R. Shambaugh; Robert P. Beckstrom; Anthony J. Dezonno

Archive | 2002

Adaptive transaction guidance

Anthony J. Dezonno; Jeffrey D. Hodson; Roger A. Sumner; Carlo Bonifazi; Mark J. Michelson; Robert P. Beckstrom; Mark J. Power; Craig R. Shambaugh

Archive | 2002

Method and apparatus for inquiry resolution in a transaction processing system

Mark J. Power; Anthony J. Dezonno; Roger A. Sumner; Carlo Bonifazi; Jeffrey D. Hodson; Craig R. Shambaugh; Mark J. Michelson; Robert P. Beckstrom

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Roger A. Sumner

Rockwell International

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Anthony J. Dezonno

Rockwell Automation

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Carlo Bonifazi

Rockwell Automation

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Craig R. Shambaugh

Rockwell Automation

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Robert P. Beckstrom

Rockwell Automation

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Mark J. Power

PA Consulting Group

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Jeffrey D. Hodson

Rockwell Automation

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Noreen A. Harrington

Rockwell International

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Kurt E. Sunderman

Rockwell International

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John P. Lenihan

Rockwell International

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