Avaya Inc.

Verint Americas Inc.

Calabrio, Inc.

Jonathan Silverman

John H Yoakum

David Skiba

Mehmet Balasaygun

Rajeshwari Edamadaka

Edward Hamilton

Cynthia S Mitchell

Nicholas Mortimer

System and method for calibration of WFM system modeling parameters. A first mode M[D,S] of a modeler computes demand-shrinkage controlled service levels and an error metric e(M[D,S]) between the controlled and actual service levels. A user device iteratively adjusts each core parameter. When the user is satisfied that e(M[D,S]) is sufficiently small, calibration of the core parameters is complete. The same is done for calibrating the modeling factor, and then a final e(M[D,S])is computed. A second mode M[D] computes, using the parameters just calibrated, demand-controlled service levels and an error metric e(M[D]) between the controlled service levels and actual levels. The user iteratively adjusts the shrinkage. When the user is satisfied that e(M[D]) is sufficiently small, calibration of the core parameters is complete.

System and method for calibrating a WFM scheduling module

Matching deployable resources with available tasks based on personal information obtained from wearable devices is disclosed. A processor-based controller receives permission from each of a plurality of deployable resources to receive personal information from the respective deployable resource. The controller next automatically receives personal information from each of the plurality of deployable resources via the wearable devices. The personal information is based on information determined by the respective wearable device while the wearable device is being worn by the respective deployable resource. The controller automatically compares the personal information received from one or more of the deployable resources to a selection criterion associated with a task. Based on the comparing, the controller selects one or more of the deployable resources, and notifies each of the selected deployable resources to request assistance with respect to the task.

Matching deployable resources with available tasks based on personal information obtained from wearable devices

Authorizing deployable resources based on personal information obtained from wearable devices is disclosed. A processor-based controller automatically receives personal information about a deployable resource via a wearable device configured to be worn by the deployable resource. The personal information is based on information determined by the wearable device while the wearable device is being worn by the deployable resource. The controller automatically compares the personal information of the deployable resource to a criterion associated with a task and automatically determines, based on the comparing, whether the deployable resource is permitted to proceed with the task. If the controller determines that the deployable resource is permitted to proceed with the task, the controller permits the deployable resource to proceed with the task.

Authorizing deployable resources based on personal information obtained from wearable devices

First communication information is received from a first communication session in a first communication medium. The first information has an associated first topic identifier. The first communication information may be a media stream, such as a voice media stream. Second communication information is received from a second communication session in a second communication medium associated with the first topic identifier. The first and second communication mediums are different communication mediums. The second communication session occurs after the first communication session has ended. For example, the second communication medium may be an email that occurs after a voice call has completed. The first information and the second information are stored in a first topic record based on the first topic identifier. A user can then access the topic record to view the first and second communication information for the topic.

Integration of real-time and non-real-time communications

A system and method for monitoring call quality for calling centers using packet based call technology. A distributed system manages packet flow between a caller and a call center agent and storage servers. The distributed system is used to monitor, record and analyze real time communications between the caller and the agent and to identify whether certain predetermined parameters are occurring in any particular call. In the event that such a predetermined parameter does exist, a message can be sent to a supervisory station or dialog guidance messages may be sent to the agent.

Growing community of inventors

Minneapolis, MN, United States of America

Jonathan Silverman