Other

Verint Americas Inc.

Blue Pumpkin Software, Inc.

Witness Systems, Inc.

Ofer J Matan

Illah R Nourbakhsh

Jason Fama

Tyler Morse

Serdar Uckun

Simon Shvarts

Tiffany D Boehmer

Cheryl Hite

Edward Reusser

Gregory Fichtenholtz

Edward Hamilton

Alex Fukunaga

Scott Veach

David Andre

Illah Reza Nourbakhsh

A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.

Method and apparatus for multi-contact scheduling

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.

Method and system for concurrent error identification in resource scheduling

A method and apparatus for long-range planning. One embodiment includes a method for long-range planning for staffing in a complex environment, such as a contact center. The method includes defining at least one employee profile, wherein an employee profile comprises a group of employees that have the same skills, and wherein defining comprises specifying characteristics, including a skill set and an efficiency percentage. The method further includes defining at least one queue, specifying at least one criteria to be satisfied by a long-range staffing plan, and calculating an effect of staffing the at least one queue with the at least one employee profile, wherein the calculated effect includes a service level for the at least one queue, and an effective cost per hour.

Method and apparatus for long-range planning

A tensile-integrity (tensegrity) structure which automatically and elastically returns to its original shape after deformation comprises compression units (e.g. struts) �11! connected together by elastic tensile units (e.g. elastic chords) �13!. Each elastic chord �13! connects the extreme tip �12! of a first side strut to a midpoint �15! of a center strut. The extreme tip of a second side strut is similarly connected to the midpoint of the center strut by an elastic chord.

Deformable and elastic tensile-integrity structure

Growing community of inventors

Palo Alto, CA, United States of America

Ofer J Matan