Verint Americas Inc.

Shmuel Korenblit

Jason Fama

James Gordon Nies

Simon Shvarts

Michael Robert Bourke

Ari Volcoff

Swati Tewari

Systems and methods of partial shift swapping are disclosed. An exemplary method comprises the steps of: receiving a partial shift swap request from an agent; determining a disposition of the partial shift swap request by applying a set of criteria associated with a validation rule to the partial shift swap request; and if the disposition indicates the partial shift swap request is approved, updating a schedule to reflect the partial shift swap request. An exemplary computer-readable medium has a computer program stored thereon. The computer program comprises computer-executable instructions for performing a computer-executed method of requesting a partial shift swap. The method comprises the steps of: receiving a partial shift swap request from an agent; determining a disposition of the partial shift swap request by applying a set of criteria associated with a validation rule to the partial shift swap request; and if the disposition indicates the partial shift swap request is approved, updating a schedule to reflect the partial shift swap request.

Systems and methods of partial shift swapping

The systems and methods described herein provide a drill through engine that facilitates integration of solutions for performing workforce management, quality monitoring, e-learning, performance management, and analytics functionality. The drill through engine facilitates combining quality monitoring/call recording with performance management and e-learning functionality as a unified integrated solution. The combination can be delivered through a single platform and enables users to gain more insight and make smarter decisions faster about sales, service, and overall operations. This takes customer center tools beyond the traditional 'suite' approach to a true single workforce optimization platform.

Systems and methods for context drilling in workforce optimization

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San Mateo, CA, United States of America

Shmuel Korenblit