West Corporation

Alorica Business Solutions, LLC

Joseph S Cox

Kenneth A Marr

Michael Joseph Parmeley

Maureen A Mahoney

Brent Donald Hansen

Mark D Helm

Steven J Medina

Robert Streich

A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.

Real-time monitoring of agent adherence

A system, method, and computer readable medium for maintaining a work schedule that comprises accepting a forecasted manpower requirement for zero or more agents, setting a recurring schedule for zero or more agents, summing the number of agents currently scheduled for an interval of time, determining a manpower availability based upon the summed current schedules, calculating a manpower delta between the forecasted manpower requirement and the determined manpower availability, offering an uptime adjustment to an agent not currently scheduled if the calculated manpower delta shows additional manpower is required, and offering a downtime adjustment to an agent currently scheduled if the calculated manpower delta shows less manpower is required.

Maintaining a work schedule

The present invention provides a method and apparatus for establishing, maintaining, distributing, and modifying an employee schedule. In one embodiment, the present invention comprises a scheduling system programmed in software and configured to run on a scheduling computer. One or more remotely located overhead displays and one or more remotely located employee interfaces or kiosks communicate with the scheduling computer to disseminate schedule data to employees. The kiosks are additionally configured to provide an interactive interface for employees to utilize system features. One exemplary system feature comprises computerized posting of sheets requesting worker sign-up for additional or reduced work hours based on projected workload. Another exemplary system feature comprises a shift pool wherein employees may post one or more of their work shifts to an employee accessible pool. Other employees may then accept the posted shift via an employee interface thereby facilitating automated work shift changes. Another exemplary system feature comprises an automated attendance module. The automated attendance module compares employee schedule data to data regarding which employees are actually at work or actually working. In this manner, attendance of employees is taken.

Employee scheduling and schedule modification method and apparatus

A method, a system, and computer readable medium comprising instructions for real-time monitoring of agent adherence. The method comprises collecting events and data for an agent from at least one phone router, collecting time keeping data from a time clock system, collecting data and events from a scheduling system, normalizing the events, data, time keeping data and generating at least one user interface comprising normalized data, presenting at least one view of the at least one user interface to at least one application, and refreshing the at least one view with updated events and data.

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Omaha, NE, United States of America

Joseph S Cox