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1. 发明授权

US06952732B2 Method and apparatus for multi-contact scheduling 有权
公开(公告)号：US06952732B2
公开(公告)日：2005-10-04
申请号：US09846016
申请日：2001-04-30
申请人： Illah Nourbakhsh , Ofer Matan , Jason Fama , Scott Veach , Edward Hamilton , Alex Fukunaga
发明人： Illah Nourbakhsh , Ofer Matan , Jason Fama , Scott Veach , Edward Hamilton , Alex Fukunaga
IPC分类号： H04M3/523 , G06F15/173
CPC分类号： H04M3/5233
摘要： 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.

2. 发明申请

US20100153170A1 SYSTEM AND METHOD FOR COMPLEX SCHEDULE GENERATION 有权
标题翻译：复杂时间表生成的系统和方法
公开(公告)号：US20100153170A1
公开(公告)日：2010-06-17
申请号：US12612487
申请日：2009-11-04
申请人： David Andre , Illah Nourbakhsh , Serdar Uckun
发明人： David Andre , Illah Nourbakhsh , Serdar Uckun
IPC分类号： G06Q10/00
CPC分类号： H04M3/5233 , G06Q10/06311 , G06Q10/063112 , G06Q10/063116 , G06Q10/06312 , G06Q10/06375 , G06Q10/1097
摘要： A system and method for generating a schedule for multiple employees in a complex environment. In one embodiment, the method includes generating a schedule for multiple employees with varying skill sets for a time period, wherein the plurality of employees have varying overlapping skill sets that enable them to perform various tasks, and wherein employees are shared across tasks within the time period. In one embodiment, the method includes receiving a plurality of user inputs to a scheduling program, including a number of employee designations that each refer to a unique employee, and a number of skill sets that each correspond to one of the employee designations. The method further includes receiving a user input that changes the number of employee designations by indicating at least one changed employee, and estimating an effect of the at least one changed employee on effective staffing levels for each of the various tasks. The method further includes generating estimated effective staffing levels for each of the various tasks.
摘要翻译：一种用于在复杂环境中为多名员工生成计划的系统和方法。在一个实施例中，该方法包括为一段时间内具有变化的技能组的多个雇员生成时间表，其中多个雇员具有变化的重叠技能组，使得他们能够执行各种任务，并且其中员工在该时间内跨任务共享期。在一个实施例中，该方法包括：向调度程序接收多个用户输入，其包括每个指向唯一雇员的多个员工指定，以及每个对应于员工指定之一的多个技能组。该方法还包括接收通过指示至少一个变更的雇员来改变雇员指定数量的用户输入，以及估计至少一个改变的雇员对于各种任务中的每一个的有效人员配置水平的影响。该方法还包括为每个各种任务产生估计的有效人员配置水平。

3. 发明授权

US07281173B2 Method and system for concurrent error identification in resource scheduling 有权
标题翻译：资源调度中并发错误识别的方法和系统
公开(公告)号：US07281173B2
公开(公告)日：2007-10-09
申请号：US11237456
申请日：2005-11-15
申请人： Cheryl Hite , Tyler Morse , Ofer Matan , Tiffany Boehmer , Illah Nourbakhsh , Serdar Uckun , Jason Fama , Edward Reusser , Gregory Fichtenholtz , Simon Shvarts
发明人： Cheryl Hite , Tyler Morse , Ofer Matan , Tiffany Boehmer , Illah Nourbakhsh , Serdar Uckun , Jason Fama , Edward Reusser , Gregory Fichtenholtz , Simon Shvarts
IPC分类号： G06F11/00 , G06F9/46 , G06F19/00
CPC分类号： G06Q10/06 , G06Q10/0631 , G06Q10/06312
摘要： 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.
摘要翻译：一种处理资源调度冲突实时指示的方法和系统。在一个实施例中，该方法包括包括用户界面，显示器，处理器和某种形式的存储器的计算机系统。内存中包含资源调度过程，分析资源数据，调度标准和工作参数以创建工作进度。结合创建工作时间表，调度过程将检测到可能会阻碍计划的功能的资源冲突。一旦检测到识别过程，则与调度过程同时向用户传送错误，以向用户提供资源冲突的实时指示。该指示以不显眼的方式呈现，以便不干扰或阻碍调度过程。另外，如果导致冲突的具体资源是可识别的，则指示过程将以类似的实时方法传达信息。

4. 发明授权

US06539284B2 Socially interactive autonomous robot 有权
标题翻译：社会互动自主机器人
公开(公告)号：US06539284B2
公开(公告)日：2003-03-25
申请号：US09915161
申请日：2001-07-25
申请人： Illah Nourbakhsh , Clay Kunz , Carolyn O'Brien , Thomas Willeke , Vinton Coffman, III
发明人： Illah Nourbakhsh , Clay Kunz , Carolyn O'Brien , Thomas Willeke , Vinton Coffman, III
IPC分类号： G06F1900
CPC分类号： G06N3/008 , G05D1/0214 , G05D1/0242 , G05D1/0246 , G05D2201/0211 , G06F19/00
摘要： A robot for performing substantially autonomous movement includes a processing device, a memory, and a mobility structure controlled by the processing device. The processor directs the robot to move with any predetermined safe area having a boundary and a reference point. Optionally, the robot also exhibits features of social interactivity by accepting an input from a human, selecting dynamic content from a data base wherein the dynamic content is responsive to the input, and presenting the human with a response corresponding to the dynamic content selection.
摘要翻译：用于执行基本上自主运动的机器人包括处理装置，存储器和由处理装置控制的移动结构。处理器引导机器人与具有边界和参考点的任何预定安全区域一起移动。可选地，机器人还通过接受来自人的输入来显示社交交互的特征，从动态内容响应于输入的数据库中选择动态内容，以及向人类呈现与动态内容选择相对应的响应。

5. 发明授权

US07853006B1 Systems and methods for scheduling call center agents using quality data and correlation-based discovery 有权
标题翻译：使用质量数据和基于关联的发现来调度呼叫中心代理的系统和方法
公开(公告)号：US07853006B1
公开(公告)日：2010-12-14
申请号：US11359909
申请日：2006-02-22
申请人： Jason Fama , Michael Robert Bourke, Jr. , Edward Hamilton , Jeff Iannone , Illah Nourbakhsh , Joseph Watson , Kevin Hegebarth
发明人： Jason Fama , Michael Robert Bourke, Jr. , Edward Hamilton , Jeff Iannone , Illah Nourbakhsh , Joseph Watson , Kevin Hegebarth
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M2201/12 , H04M2201/36 , H04M2201/38 , H04M2203/401 , H04M2203/402
摘要： Systems and methods for visualization of call center performance are provided. An exemplary method includes the steps of: obtaining quality performance of agents data that includes information on the quality of service and quality characteristics of the agent, obtaining call center operations data that includes information on statistics and details of a call center, correlating the quality performance of agents data and the call center operations data, identifying correlation-based discovery, and optimizing call center performance based on the correlation-based discovery.
摘要翻译：提供了呼叫中心性能可视化的系统和方法。一种示例性方法包括以下步骤：获得包括关于服务质量和代理质量特性的信息的代理数据的质量性能，获得包括关于统计信息和呼叫中心的细节的呼叫中心操作数据，将质量表现相关联的代理数据和呼叫中心操作数据，基于相关性发现来识别基于关联的发现和优化呼叫中心性能。

6. 发明授权

US07155399B2 System and method for complex schedule generation 有权
公开(公告)号：US07155399B2
公开(公告)日：2006-12-26
申请号：US09825589
申请日：2001-04-03
申请人： David Andre , Illah Nourbakhsh , Serdar Uckun
发明人： David Andre , Illah Nourbakhsh , Serdar Uckun
IPC分类号： G06Q10/00
CPC分类号： H04M3/5233 , G06Q10/06311 , G06Q10/063112 , G06Q10/063116 , G06Q10/06312 , G06Q10/06375 , G06Q10/1097
摘要： A system and method for generating a schedule for multiple employees in a complex environment. In one embodiment, the method includes generating a schedule for multiple employees with varying skill sets for a time period, wherein the plurality of employees have varying overlapping skill sets that enable them to perform various tasks, and wherein employees are shared across tasks within the time period. In one embodiment, the method includes receiving a plurality of user inputs to a scheduling program, including a number of employee designations that each refer to a unique employee, and a number of skill sets that each correspond to one of the employee designations. The method further includes receiving a user input that changes the number of employee designations by indicating at least one changed employee, and estimating an effect of the at least one changed employee on effective staffing levels for each of the various tasks. The method further includes generating estimated effective staffing levels for each of the various tasks.

7. 发明申请

US20060053340A1 Method and system for concurrent error identification in resource scheduling 有权
公开(公告)号：US20060053340A1
公开(公告)日：2006-03-09
申请号：US11237456
申请日：2005-11-15
申请人： Cheryl Hite , Tyler Morse , Ofer Matan , Tiffany Boehmer , Illah Nourbakhsh , Serdar Uckun , Jason Fama , Edward Reusser , Gregory Fichtenholtz , Simon Shvarts
发明人： Cheryl Hite , Tyler Morse , Ofer Matan , Tiffany Boehmer , Illah Nourbakhsh , Serdar Uckun , Jason Fama , Edward Reusser , Gregory Fichtenholtz , Simon Shvarts
IPC分类号： G06F11/00
CPC分类号： G06Q10/06 , G06Q10/0631 , G06Q10/06312
摘要： 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.

8. 发明授权

US06760647B2 Socially interactive autonomous robot 有权
标题翻译：社会互动自主机器人
公开(公告)号：US06760647B2
公开(公告)日：2004-07-06
申请号：US10347811
申请日：2003-01-21
申请人： Illah Nourbakhsh , Clay Kunz , Carolyn O'Brien , Thomas Willeke , Vinton Coffman, III
发明人： Illah Nourbakhsh , Clay Kunz , Carolyn O'Brien , Thomas Willeke , Vinton Coffman, III
IPC分类号： G06F1900
CPC分类号： G06N3/008 , G05D1/0214 , G05D1/0242 , G05D1/0246 , G05D2201/0211 , G06F19/00
摘要： A robot that is capable of substantially autonomous movement includes a processing device, a memory, and a mobility structure controlled by the processing device. The processor directs the robot to move with any predetermined safe area having a boundary and a reference point. Optionally, the robot also exhibits features of social interactivity by accepting an input from a human, selecting dynamic content from a data base wherein the dynamic content is responsive to the input, and presenting the human with a response corresponding to the dynamic content selection.
摘要翻译：能够实质上自主运动的机器人包括处理装置，存储器和由处理装置控制的移动结构。处理器引导机器人与具有边界和参考点的任何预定安全区域一起移动。可选地，机器人还通过接受来自人的输入来显示社交交互的特征，从动态内容响应于输入的数据库中选择动态内容，以及向人类呈现与动态内容选择相对应的响应。

9. 发明授权

US07904325B2 System and method for complex schedule generation 有权
标题翻译：复杂时间表生成的系统和方法
公开(公告)号：US07904325B2
公开(公告)日：2011-03-08
申请号：US12612487
申请日：2009-11-04
申请人： David Andre , Illah Nourbakhsh , Serdar Uckun
发明人： David Andre , Illah Nourbakhsh , Serdar Uckun
IPC分类号： G06Q10/00
CPC分类号： H04M3/5233 , G06Q10/06311 , G06Q10/063112 , G06Q10/063116 , G06Q10/06312 , G06Q10/06375 , G06Q10/1097
摘要： A system and method for generating a schedule for multiple employees in a complex environment. In one embodiment, the method includes generating a schedule for multiple employees with varying skill sets for a time period, wherein the plurality of employees have varying overlapping skill sets that enable them to perform various tasks, and wherein employees are shared across tasks within the time period. In one embodiment, the method includes receiving a plurality of user inputs to a scheduling program, including a number of employee designations that each refer to a unique employee, and a number of skill sets that each correspond to one of the employee designations. The method further includes receiving a user input that changes the number of employee designations by indicating at least one changed employee, and estimating an effect of the at least one changed employee on effective staffing levels for each of the various tasks. The method further includes generating estimated effective staffing levels for each of the various tasks.
摘要翻译：一种用于在复杂环境中为多名员工生成计划的系统和方法。在一个实施例中，该方法包括为一段时间内具有变化的技能组的多个雇员生成时间表，其中多个雇员具有变化的重叠技能组，使得他们能够执行各种任务，并且其中员工在该时间内跨任务共享期。在一个实施例中，该方法包括：向调度程序接收多个用户输入，其包括每个指向唯一雇员的多个员工指定，以及每个对应于员工指定之一的多个技能组。该方法还包括接收通过指示至少一个变更的雇员来改变雇员指定数量的用户输入，以及估计至少一个改变的雇员对于各种任务中的每一个的有效人员配置水平的影响。该方法还包括为每个各种任务产生估计的有效人员配置水平。

10. 发明授权

US07864946B1 Systems and methods for scheduling call center agents using quality data and correlation-based discovery 有权
标题翻译：使用质量数据和基于关联的发现来调度呼叫中心代理的系统和方法
公开(公告)号：US07864946B1
公开(公告)日：2011-01-04
申请号：US11359731
申请日：2006-02-22
申请人： Jason Fama , Michael Robert Bourke , Edward Hamilton , Jeff Iannone , Illah Nourbakhsh , Joseph Watson , Kevin Hegebarth
发明人： Jason Fama , Michael Robert Bourke , Edward Hamilton , Jeff Iannone , Illah Nourbakhsh , Joseph Watson , Kevin Hegebarth
IPC分类号： H04M3/00
CPC分类号： H04M3/5175 , H04M2203/401 , H04M2203/402
摘要： Systems and methods for scheduling call center agents are provided. An exemplary system for scheduling call center agents includes an agent computing device that is capable of obtaining quality scores of agents. The quality score is a measurement of quality that the agents provide to a call center. The Agent computing device is capable of transmitting the quality scores of agents over a network. The system further includes a manager computing device that is capable of: receiving the quality scores of agents over the network, receiving a scheduled interval, receiving a quality goal for the scheduled interval, the quality goal being a desired measurement of quality that the agents collectively provide to the call center, determining a quality goal for the scheduled interval based on the received quality scores of agents, and determining a schedule for the agents based on the quality goal, the quality goal score, and the scheduled interval.
摘要翻译：提供了调度呼叫中心代理的系统和方法。用于调度呼叫中心代理的示例性系统包括能够获得代理的质量得分的代理计算设备。质量得分是代理提供给呼叫中心的质量的度量。代理计算设备能够通过网络传输代理的质量得分。该系统还包括管理计算设备，该管理器计算设备能够：通过网络接收代理的质量得分，接收调度的间隔，接收所计划的间隔的质量目标，质量目标是所述代理人共同的质量的期望度量提供给呼叫中心，基于接收到的代理的质量得分确定调度间隔的质量目标，以及基于质量目标，质量目标得分和调度间隔来确定代理的调度。

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