Xerox Corporation

Conduent Business Services, LLC

Sharath Srinivas

Eric Michael Gross

Sudhendu Rai

Jack Gaynor Elliot

Johannes Antonius Koomen

Robert Michael Lofthus

Eric Scott Hamby

Timothy Wayne Jacobs

Bo Hu

Bryan James Roof

Marc Dennis Daniels

Rakesh Suresh Kulkarni

Systems and methods of routing calls may include receiving a plurality of calls, and for each of the plurality of calls, determining a threshold time that may be a maximum service time for the call, estimating an expected service time for the call, comparing the threshold time with the expected service time for the call, and assigning the call into one of a plurality of queues based upon the comparing. The method of routing may further include prioritizing the plurality of queues based upon the expected service time for each call in each of the plurality of queues, directing each call in a first queue of the plurality of queues to a first group of agents, and providing a callback prompt to each call in a second queue of the plurality of queues, wherein a priority of the first queue is higher than a priority of the second queue.

Systems and methods for selectively routing calls to a call center

A method, system, and apparatus for capturing information is disclosed. The method includes emitting energy of a first wavelength from a first energy source located proximate to a first end of a digital pen and forming a first set handwritten markings on the substrate by causing the substrate to image as a result of an exposure of the substrate to the energy emitted from the first energy source. The method also includes detecting by an image-capturing sensor of the digital pen a first detected portion of a position-identifying pattern on the substrate and storing in the memory a digital document file comprising the first set of handwritten markings and the first detected portion of the position-identifying data. An apparatus and system for performing the method is also disclosed.

System and method for creating and modifying physically transient handwritten digital documents

A workflow information capture system uses a digital pen to capture handwritten information about a production process resource. The pen captures the handwritten markings from a worksheet, identifies the position of the marking, based on the position determines one or more process parameters for the marking, and saves the handwritten markings and their corresponding process parameter in a memory. The system may then use this information to generate recommendations for improving a workflow that is implemented by the process resource.

System and method for capturing production workflow information

Methods and systems of clustering a plurality of students are disclosed. A computing device may receive assessment data for each of a plurality of students. The assessment data includes information pertaining to each of a plurality of questions in an assessment. The computing device may also receive a number of clusters into which to organize the plurality of students. The computing device may determine a similarity value between each pair of students in the plurality of students based on the assessment data associated with each student. The computing device may organize the plurality of students into the number of clusters based on the similarity values.

Methods and systems for clustering students based on their performance

Methods and systems of balancing job assignments to a plurality of machines are disclosed. A computing device receives multiple jobs each having a job size and determines a job order for the jobs based on each job's job size. A machine order is determined for a plurality of machines based on a setup time and a processing rate associated with each machine. The computing device assigns one or more jobs to each machine based on the job order and the machine order such that a maximum total processing time for the machines is minimized. A total processing time for each machine is determined based on the number of jobs and the cumulative job size of the jobs assigned to the machine, and the setup time and the processing time associated with the machine. The maximum total processing time is the largest of the total processing times for the machines.

Methods and systems for balancing job assignments to machines in a production environment

A system and method for making use of formative assessment data collected is disclosed that identifies clusters of students and concurrently determines the characteristics of the student clusters. A decomposition of the data is performed with spectral theories of graphs and fuzzy logic algorithms to identify the clusters of students, clusters of assessment data and relationships between them. An actionable output is presented to teachers for the evaluation of educational progress.

System for co-clustering of student assessment data

Systems and methods are presented for enriching audio/video recordings using annotation data provided by attendees of a presentation, in which annotations from attendees are received by a server which merges and synchronizes the annotation data, performs text data mining to identify key messages and temporal segments of the audio/video data, and constructs an enriched audio/video recording including audio and/or video data as well as segment data and key message data for ease of user navigation.

Systems and methods for enriching audio/video recordings

A method and system for managing print shop workflow determines whether variations in print shop workflow may be reduced by shifting one or more customers' scheduled orders to different time periods. By shifting an order from one time period to another, the system may reduce variability in demand levels over time, thus helping increase overall system efficiency. To do this, one or more customers are selected as candidates for print shop order rescheduling. The system identifies customer orders that, if moved to other time periods, will most reduce demand level variations. A user may accept the system's recommendations, or the system may present a user with several alternative load leveling options for selection. The system may then cause the orders to be printed based on the load leveling proposal and the user's selection.

Methods and systems for load leveling in a print shop

A method of determining a probability of a set of print jobs being completed within a time period may include receiving a schedule associated with a set of print jobs. The schedule may include a sequence in which the set of print jobs is to be processed, a mean processing time associated with each print job in the set, and a standard deviation of a processing time associated with each print job in the set. The method may include determining a probability that a print shop will complete processing of the set of print jobs within a time period based on the mean processing time and standard deviation associated with each of the print jobs in the set that has not been processed and displaying the probability on a display device.

Method and system for performing statistical throughput control in a print shop

A system for determining a cause of lateness of a print job may include a computing device and a computer-readable storage medium in communication with the computing device. The computer-readable storage medium may include one or more programming instructions for identifying a late print job, identifying a plurality of document production stations that processed at least a portion of the late print job, determining an associated contribution value representing a contribution of the document production station to the lateness, determining sources of the lateness, displaying a first visual depiction that visually depicts a measure of a contribution of each of the identified document production stations to a collective lateness of the print shop, receiving a user selection of one of the document production stations and a time period, and displaying a second visual depiction of one or more print jobs processed by the document production station during the time period.

System and method for identifying a cause of lateness of a print job in a print production environment

A system and method for dynamically allocating resources in a process. A demand pattern change detection unit, a future demand forecasting unit and a process optimization engine can be employed to constantly adjust resource allocation and assist in maintaining processes in a state of peak performance. An initial resource allocation unit generates an initial resource allocation plan based on past experience with respect to the process. The change detection unit detects a shift in the job demand pattern utilizing a statistical data when a change occurs in process requirements. The future demand generation unit accurately generates future demand data based on current job data and the outlook of future demand. The optimization engine acts as a surrogate process expert and provides recommendations to the process owner regarding potential possible resource allocation policies for new job demand data utilizing a simulation process to predict the result of variable staffing configurations.

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Webster, NY, United States of America

Sharath Srinivas