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1. 发明授权

US08705723B2 Systems and methods for scheduling contact center agents 有权
标题翻译：调度联络中心代理的系统和方法
公开(公告)号：US08705723B2
公开(公告)日：2014-04-22
申请号：US12684027
申请日：2010-01-07
申请人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
发明人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
IPC分类号： H04M3/00
CPC分类号： H04M3/5237 , G06Q10/103 , H04M3/5233
摘要： Systems and methods for scheduling workforces are provided. In this regard, a representative method includes: generating a forecast requirement related to a volume of work to be handled by a first workforce and a second workforce, wherein the second workforce is remote from the first workforce; generating work schedules for personnel of the second workforce based on the forecast requirement and skills of the personnel of the second workforce; receiving information corresponding to the work schedules and the skills of the personnel of the second workforce that share work with the first workforce, wherein the work schedules comprise activities; correlating the skills contained in the information with skills that are to be used for scheduling personnel of the first workforce; correlating the activities contained in the information with activities that are to be used for scheduling the personnel of the first workforce; and generating work schedules for the personnel of the first workforce based, at least in part, on a correlation between the skills of the personnel of the second workforce and the first workforce and a correlation between the activities of the personnel of the second workforce and the first workforce.
摘要翻译：提供了安排员工队伍的系统和方法。在这方面，一种代表性的方法包括：产生与由第一劳动者和第二劳动力处理的工作量有关的预测要求，其中第二劳动力远离第一劳动力; 根据第二劳动力人员的预测要求和技能，为第二劳动者人员制定工作时间表; 接收与工作时间表相对应的信息和与第一劳动力共享工作的第二劳动力人员的技能，其中工作时间表包括活动; 将信息中包含的技能与将用于安排第一劳动力人员的技能相关联; 将信息中包含的活动与用于安排第一劳动力人员的活动相关联; 并且至少部分地基于第二劳动力人员的技能与第一劳动力之间的相关性以及第二劳动力人员的活动与第二劳动力的人员之间的相互关系，为第一劳动者的人员创造工作时间表第一劳动力

2. 发明授权

US08331548B2 Systems and methods for data synchronization in a customer center 有权
标题翻译：在客户中心进行数据同步的系统和方法
公开(公告)号：US08331548B2
公开(公告)日：2012-12-11
申请号：US12891620
申请日：2010-09-27
申请人： Rajan Gupta , Kurt Rush , Uri Peleg
发明人： Rajan Gupta , Kurt Rush , Uri Peleg
IPC分类号： H04M3/00
CPC分类号： H04M3/5183
摘要： A synchronization manager comprises an instruction execution system. The instruction execution system is configured to identify an initial master application of a plurality of workforce applications that are in communication with a contact center, identify remaining ones of the workforce applications as slave applications, determine a substitute master application hierarchy by prioritizing the slave applications, monitor the initial master application to detect changes to user data, and if changes to the user data in the initial master application are detected, update corresponding user data in the slave applications with the changes to the user data in the initial master application. The instruction execution system is further configured to, if the initial master application is unavailable, identify one of the slave applications as a substitute master application based on the prioritization of the slave applications in the substitute master application hierarchy, and monitor the substitute master application to detect changes to the user data.
摘要翻译：同步管理器包括指令执行系统。指令执行系统被配置为识别与联络中心通信的多个劳动力应用程序的初始主应用程序，将剩余的劳动力应用程序识别为从应用程序，通过优先化从属应用程序来确定替代主应用程序层次结构，监视初始主应用程序以检测用户数据的更改，如果检测到初始主应用程序中用户数据的更改，则在初始主应用程序中更改从属应用程序中的用户数据更改相应的用户数据。指令执行系统还被配置为：如果初始主应用不可用，则基于替代主应用层次中的从应用的优先级，将其中一个从应用识别为替代主应用，并将替代主应用监视到检测用户数据的更改。

3. 发明申请

US20110295639A1 SYSTEMS AND METHODS FOR AUTOMATIC SCHEDULING OF A WORKFORCE 有权
标题翻译：自动安排员工的系统和方法
公开(公告)号：US20110295639A1
公开(公告)日：2011-12-01
申请号：US13149655
申请日：2011-05-31
申请人： Jason Fama , Uri Peleg , Michael R. Bourke, JR. , Richard M. Lawrence , Sameet Vasant Joshi
发明人： Jason Fama , Uri Peleg , Michael R. Bourke, JR. , Richard M. Lawrence , Sameet Vasant Joshi
IPC分类号： G06Q10/00
CPC分类号： G06Q10/063114 , G06Q10/06 , G06Q10/0637 , G06Q10/06395 , G06Q10/06398 , G06Q10/1097
摘要： Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: collecting an agent activity of a first class and an agent activity of a second class; and displaying the agent activity of the first class and the agent activity of the second class along the same timeline axis. The agent activities are collected from a contact center data source. The second class is different from the first class. Both activities are associated with the same agent. Each activity is derived from a different virtual data source.
摘要翻译：公开了用于安排劳动力的系统和方法。在一个实施例中，该方法包括以下步骤：收集第一类的代理活动和第二类的代理活动; 并沿相同的时间轴显示第一类的代理活动和第二类的代理活动。代理活动是从联络中心数据源收集的。第二类与第一类不同。这两个活动都与相同的代理相关联。每个活动来自不同的虚拟数据源。

4. 发明授权

US07660407B2 Systems and methods for scheduling contact center agents 有权
标题翻译：调度联络中心代理的系统和方法
公开(公告)号：US07660407B2
公开(公告)日：2010-02-09
申请号：US11768349
申请日：2007-06-26
申请人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
发明人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
IPC分类号： H04M5/00
CPC分类号： H04M3/5237 , G06Q10/103 , H04M3/5233
摘要： Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.
摘要翻译：提供了调度联络中心代理的系统和方法。在这方面，代表性方法包括：接收与本地联络中心共享联系的远程联络中心的代理人的工作时间表和技能相应的信息; 将技能与用于本地联络中心的代理人的技能相关联; 以及至少部分地基于所述远程联络中心的代理人的技能与本地联络中心之间的相关性，以及对代理人的工作时间表的评估，为本地联络中心的代理生成工作表远程联络中心。

5. 发明申请

US20070274505A1 Systems and methods for data synchronization in a customer center 有权
标题翻译：在客户中心进行数据同步的系统和方法
公开(公告)号：US20070274505A1
公开(公告)日：2007-11-29
申请号：US11529942
申请日：2006-09-29
申请人： Rajan Gupta , Kurt Rush , Uri Peleg
发明人： Rajan Gupta , Kurt Rush , Uri Peleg
IPC分类号： H04M3/00 , H04M5/00
CPC分类号： H04M3/5183
摘要： Systems and methods for performing agent data synchronization in a customer center having a plurality of agents. In this regard, a representative method comprises: storing agent data on a customer center network; sending the agent data to a plurality of workforce applications that are coupled to the customer center network, at least one workforce application including agent data; and updating the agent data of the plurality of workforce applications according to the received agent data such that synchronization of the agent data is maintained among the plurality of the workforce applications.
摘要翻译：在具有多个代理的客户中心中执行代理数据同步的系统和方法。在这方面，代表性方法包括：将代理数据存储在客户中心网络上; 将代理数据发送到耦合到所述客户中心网络的多个劳动力应用程序，至少一个劳动力申请包括代理数据; 以及根据所接收的代理数据来更新所述多个劳动力申请的代理数据，使得在所述多个劳动力申请之间维持所述代理数据的同步。

6. 发明授权

US06892720B2 Method for cutting natural and/or man-made diamonds 失效
标题翻译：切割天然和/或人造钻石的方法
公开(公告)号：US06892720B2
公开(公告)日：2005-05-17
申请号：US10413898
申请日：2003-04-15
申请人： Michael Schachter , Uri Peleg
发明人： Michael Schachter , Uri Peleg
IPC分类号： A44C17/00 , B28D5/00
CPC分类号： A44C17/001
摘要： A method for producing a diamond includes forming a table lying in a table plane; forming crown facets that are oriented at an angle of between 26° and 35° relative to the table plane; forming upper pavilion (UP) facets below the crown facets at an angle of between 45° and 80° relative to a girdle plane lying between bottoms of the crown facets and tops of the UP facets; and forming a set of lower pavilion (LP) facets between bottoms of the UP facets and the culet at an angle of between 38° and 44° relative to the girdle plane. The UP and LP facets form a rib line positioned between one-fifth and four-fifths the distance between the girdle plane and the culet, such that the UP facets extend between 20% and 80% of the distance between the girdle plane and the culet.
摘要翻译：一种金刚石的制造方法，其特征在于，形成相对于台面以26°至35°的角度定向的冠面; 在相对于位于冠面的底部和UP面的顶部之间的腰带平面之间以45°和80°之间的角度在冠面下方形成上部亭（UP）小面; 并且在UP面的底部和底部之间以相对于腰围平面38°至44°的角度形成一组下部亭（LP）小面。 UP和LP刻面形成肋条线，其位于腰带平面和底尖之间的距离的五分之一到四分之五之间，使得UP面延伸在带状平面和底部之间的距离的20％至80％之间。

7. 发明申请

US20100114644A1 SYSTEMS AND METHODS FOR SCHEDULING CONTACT CENTER AGENTS 有权
标题翻译：调度联系中心代理的系统和方法
公开(公告)号：US20100114644A1
公开(公告)日：2010-05-06
申请号：US12684027
申请日：2010-01-07
申请人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
发明人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
IPC分类号： G06Q10/00
CPC分类号： H04M3/5237 , G06Q10/103 , H04M3/5233
摘要： Systems and methods for scheduling workforces are provided. In this regard, a representative method includes: generating a forecast requirement related to a volume of work to be handled by a first workforce and a second workforce, wherein the second workforce is remote from the first workforce; generating work schedules for personnel of the second workforce based on the forecast requirement and skills of the personnel of the second workforce; receiving information corresponding to the work schedules and the skills of the personnel of the second workforce that share work with the first workforce, wherein the work schedules comprise activities; correlating the skills contained in the information with skills that are to be used for scheduling personnel of the first workforce; correlating the activities contained in the information with activities that are to be used for scheduling the personnel of the first workforce; and generating work schedules for the personnel of the first workforce based, at least in part, on a correlation between the skills of the personnel of the second workforce and the first workforce and a correlation between the activities of the personnel of the second workforce and the first workforce.
摘要翻译：提供了安排员工队伍的系统和方法。在这方面，一种代表性的方法包括：产生与由第一劳动者和第二劳动力处理的工作量有关的预测要求，其中第二劳动力远离第一劳动力; 根据第二劳动力人员的预测要求和技能，为第二劳动者人员制定工作时间表; 接收与工作时间表相对应的信息和与第一劳动力共享工作的第二劳动力人员的技能，其中工作时间表包括活动; 将信息中包含的技能与将用于安排第一劳动力人员的技能相关联; 将信息中包含的活动与用于安排第一劳动力人员的活动相关联; 并且至少部分地基于第二劳动力人员的技能与第一劳动力之间的相关性以及第二劳动力人员的活动与第二劳动力的人员之间的相互关系，为第一劳动者的人员创造工作时间表第一劳动力

8. 发明申请

US20070299680A1 Systems and methods for integrating outsourcers 有权
标题翻译：整合外包商的制度和方法
公开(公告)号：US20070299680A1
公开(公告)日：2007-12-27
申请号：US11529842
申请日：2006-09-29
申请人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
发明人： Jason Fama , Uri Peleg , Simon Shvarts , Mike Bourke , James Gordon Nies , Vinod Prabhu
IPC分类号： G06Q10/00 , G06Q30/00
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/06315 , G06Q30/016
摘要： Systems and methods for integrating outsourcers are provided. In this regard, a representative method includes: receiving information corresponding to resources of a first contact center; and correlating the information with other information in order to improve integration of resources of the first contact center with resources of one or more other contact centers.
摘要翻译：提供了整合外包商的系统和方法。在这方面，代表性方法包括：接收与第一联络中心的资源相对应的信息; 以及将所述信息与其他信息相关联，以便改善所述第一联络中心的资源与一个或多个其他联络中心的资源的集成。

9. 发明授权

US06615611B1 High yield diamond 失效
标题翻译：高产钻石
公开(公告)号：US06615611B1
公开(公告)日：2003-09-09
申请号：US09669137
申请日：2000-09-26
申请人： Michael Schachter , Uri Peleg
发明人： Michael Schachter , Uri Peleg
IPC分类号： A44C1700
CPC分类号： A44C17/001
摘要： A high yield diamond and method of producing same. The diamond includes a plurality of main crown facets adjacent a table lying at an angle of between 23° and 40° relative to the table, a girdle, a plurality of upper pavilion facets below the girdle lying at an angle of between 45° and 80° relative to the girdle plane, and a plurality of lower pavilion facets formed between the upper pavilion facets and the culet. The upper pavilion facets extend from between one fifth to four fifths the height of the pavilion. The method is directed to a process for blocking the pavilion of the diamond prior to performing any brillianteering steps.
摘要翻译：高产金刚石及其生产方法。金刚石包括相对于桌子相对于桌子相对于台面相对于23°至40°的角度的多个主冠面，腰带，腰带下方的多个上部亭形面位于45°和80°之间的角度相对于腰围平面的多个下部亭形面，以及形成在上部亭形面和底部之间的多个下部亭形面。上部的亭子面从展馆的高度的五分之一到四分之五。该方法涉及在执行任何辉煌步骤之前阻止钻石亭的过程。

10. 发明授权

US08131578B2 Systems and methods for automatic scheduling of a workforce 有权
标题翻译：自动安排员工队伍的系统和方法
公开(公告)号：US08131578B2
公开(公告)日：2012-03-06
申请号：US11478714
申请日：2006-06-30
申请人： Jason Fama , Uri Peleg , Michael R. Bourke, Jr. , Richard M. Lawrence , Sameet Vasant Joshi
发明人： Jason Fama , Uri Peleg , Michael R. Bourke, Jr. , Richard M. Lawrence , Sameet Vasant Joshi
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/1097
摘要： Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality of schedulable objects. The scheduling is performed in accordance with a workload forecast and schedule constraints. Each of the schedulable objects is based on the shift activity template. The shift activity template describes a worker activity performed during a shift. The template has range of start times and a variable length for the activity. The activity is associated with a queue.
摘要翻译：公开了用于安排劳动力的系统和方法。在一个实施例中，该方法包括以下步骤：接收移动活动模板; 接收所述班班活动模板与至少一名工作者之间的关联; 并调度多个可调度对象。调度是根据工作负载预测和调度约束进行的。每个可调度对象都基于移动活动模板。班班活动模板描述了班班期间进行的工作人员活动。模板的开始时间范围和活动的可变长度范围。活动与队列相关联。

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