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1. 发明授权

US07949552B2 Systems and methods for context drilling in workforce optimization 有权
标题翻译：劳动力优化中上下文挖掘的系统和方法
公开(公告)号：US07949552B2
公开(公告)日：2011-05-24
申请号：US11528267
申请日：2006-09-27
申请人： Shmuel Korenblit , Simon Shvarts , James Gordon Nies , Ari Volcoff
发明人： Shmuel Korenblit , Simon Shvarts , James Gordon Nies , Ari Volcoff
IPC分类号： G06Q99/00
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/0639 , G06Q10/06393 , G06Q10/06395 , G06Q10/06398 , G06Q50/20
摘要： The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.
摘要翻译：本文所述的系统和方法提供钻取引擎，其促进用于执行劳动力管理，质量监测，电子学习，性能管理和分析功能的解决方案的集成。钻探引擎有助于将质量监控/呼叫记录与性能管理和电子学习功能相结合，作为统一的集成解决方案。该组合可以通过单一平台交付，使用户能够获得更多的洞察力，并在销售，服务和整体运营方面做出更明智的决策。这将客户中心工具超越传统的“套件”方法，成为真正的单一劳动力优化平台。

2. 发明申请

US20070195944A1 Systems and methods for context drilling in workforce optimization 有权
标题翻译：劳动力优化中上下文挖掘的系统和方法
公开(公告)号：US20070195944A1
公开(公告)日：2007-08-23
申请号：US11528267
申请日：2006-09-27
申请人： Shmuel Korenblit , Simon Shvarts , James Gordon Nies
发明人： Shmuel Korenblit , Simon Shvarts , James Gordon Nies
IPC分类号： H04M3/00
CPC分类号： G06Q10/06 , G06Q10/06311 , G06Q10/0639 , G06Q10/06393 , G06Q10/06395 , G06Q10/06398 , G06Q50/20
摘要： The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional “suite” approach to a true single workforce optimization platform.
摘要翻译：本文所述的系统和方法提供钻取引擎，其促进用于执行劳动力管理，质量监测，电子学习，性能管理和分析功能的解决方案的集成。钻探引擎有助于将质量监控/呼叫记录与性能管理和电子学习功能相结合，作为统一的集成解决方案。该组合可以通过单一平台交付，使用户能够获得更多的洞察力，并在销售，服务和整体运营方面做出更明智的决策。这将客户中心工具超越传统的“套件”方法，成为真正的单一劳动力优化平台。

3. 发明授权

US07660406B2 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：US07660406B2
公开(公告)日：2010-02-09
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： H04M3/523 , H04Q3/64
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。

4. 发明授权

US08396732B1 System and method for integrated workforce and analytics 有权
标题翻译：综合劳动力和分析的系统和方法
公开(公告)号：US08396732B1
公开(公告)日：2013-03-12
申请号：US11743300
申请日：2007-05-02
申请人： James Gordon Nies , Simon Shvarts , Joseph Watson
发明人： James Gordon Nies , Simon Shvarts , Joseph Watson
IPC分类号： G06Q30/00
CPC分类号： G06Q10/06 , G06Q30/02
摘要： Systems and methods of integrating workforce management and contacts analysis are disclosed. An exemplary method comprises receiving content data derived from classification of a plurality of recorded agent contacts. The contact content data is correlated with past time period. The method also comprises identifying at least one pattern in the contact content data. The pattern is based on the contact classifications. The method also comprises receiving historical workload data from a contact router, and generating a workload forecast based on the historical workload data and the identified pattern.
摘要翻译：披露了整合劳动力管理和联系人分析的制度和方法。一种示例性方法包括接收从多个记录的代理联系人的分类导出的内容数据。联系人内容数据与过去的时间段相关联。该方法还包括识别联系人内容数据中的至少一个模式。该模式基于联系人分类。该方法还包括从联系路由器接收历史工作负载数据，以及基于历史工作负载数据和所识别的模式生成工作负载预测。

5. 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

6. 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。

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. 发明申请

US20060053340A1 Method and system for concurrent error identification in resource scheduling 有权
公开(公告)号：US20060053340A1
公开(公告)日：2006-03-09
申请号：US11237456
申请日：2005-11-15
申请人： Cheryl Hite , Tyler Morse , Ofer Matan , Tiffany Boehmer , Illah Nourbakhsh , Serdar Uckun , Jason Fama , Edward Reusser , Gregory Fichtenholtz , Simon Shvarts
发明人： Cheryl Hite , Tyler Morse , Ofer Matan , Tiffany Boehmer , Illah Nourbakhsh , Serdar Uckun , Jason Fama , Edward Reusser , Gregory Fichtenholtz , Simon Shvarts
IPC分类号： G06F11/00
CPC分类号： G06Q10/06 , G06Q10/0631 , G06Q10/06312
摘要： A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.

10. 发明申请

US20140074688A1 BEHAVIORAL BASED SCORE 审中-公开
标题翻译：基于行为的分数
公开(公告)号：US20140074688A1
公开(公告)日：2014-03-13
申请号：US13615053
申请日：2012-09-13
申请人： Simon Shvarts , Ilya Oskolkov , Rodion Shishkov
发明人： Simon Shvarts , Ilya Oskolkov , Rodion Shishkov
IPC分类号： G06Q40/00 , G06Q40/02
CPC分类号： G06Q40/025 , G06Q30/02 , G06Q40/02 , G06Q40/08
摘要： A financial interaction related to a set of financial behaviors is facilitated. The financial interaction drives behaviors to affect a real-time credit risk, and the visualization of alterations (increases and decreases) of the credit risk as direct feedback. The system demonstrates how behaviors identified in the financial interaction affect credit risk. Based on the financial interaction, estimates can be made of a financial score and presented in a display.
摘要翻译：与一系列金融行为有关的金融互动是有益的。金融互动驱动行为影响实时信用风险，并将信用风险变动（增减）视为直接反馈。该系统演示了金融交互中确定的行为如何影响信用风险。基于财务互动，可以对财务分数进行估计，并在显示中显示。

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