Verint Americas Inc.

Verint Systems, Inc.

Kaushik Deka

Edward Hamilton

Jason Fama

Michael Robert Bourke

Geoffery Chappell

Geoff Chappell

Mike Zeoli

Amit Kumar

Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item from the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.

System and method of work assignment management

A system and method schedule work within a workflow with defined process goals. A plurality of work queues are defined that comprise work items. The plurality of work queues are associated with one or more links between a parent work queue and at least one child work queue to form at least one work process. At least one work process goal is defined for each work process. A work schedule to achieve the work process goals is generated.

System and method of scheduling work within a workflow with defined process goals

Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item for the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.

A system and method for collecting work volume data where a work process is modeled into work queues. A link is created between one of the modeled work queues and an implied work queue. Upon the receipt of a first work event, information is updated that is associated with the first work queue. Based upon the receipt of the fist work event and the link, a first implied work event is generated. Based on the first implied work event, information associated with the first implied work queue is updated.

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Kaushik Deka