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1. 发明申请

US20120072254A1 SYSTEMS AND METHODS FOR PROVIDING WORKFORCE OPTIMIZATION TO BRANCH AND BACK OFFICES 审中-公开
标题翻译：提供员工优先分配到后台的系统和方法
公开(公告)号：US20120072254A1
公开(公告)日：2012-03-22
申请号：US13302494
申请日：2011-11-22
申请人： Nicholas Alexander McLean , Shimon Keren , Daryl Demos , Michael Bourke , Jason Fama
发明人： Nicholas Alexander McLean , Shimon Keren , Daryl Demos , Michael Bourke , Jason Fama
IPC分类号： G06Q10/06
CPC分类号： G06Q10/063 , G06Q10/06311 , G06Q10/063112 , G06Q10/063114 , H04M3/5191
摘要： Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
摘要翻译：提供了提供人力优化的系统和方法。一种有代表性的方法包括：规划实施业务目标的第一个活动; 根据活动来调度和部署劳动力以产生多个交互，涉及涉及客户和交互中心的第一代理的交互中的至少一个交互，所述交互中的至少另一个涉及客户和第二代理分公司或后台; 测量所述交互的至少一部分上的所述第一代理和第二代理的性能以产生所述代理的一组质量度量; 结合至少一部分质量度量来制作绩效指标; 并在第二个活动的规划步骤中使用绩效指标或第一个活动的另一个迭代。

2. 发明授权

US08078486B1 Systems and methods for providing workforce optimization to branch and back offices 有权
标题翻译：为分支机构和后勤处提供劳动力优化的系统和方法
公开(公告)号：US08078486B1
公开(公告)日：2011-12-13
申请号：US12171090
申请日：2008-07-10
申请人： Nicholas Alexander McLean , Shimon Keren , Daryl Demos , Michael Bourke , Jason Fama
发明人： Nicholas Alexander McLean , Shimon Keren , Daryl Demos , Michael Bourke , Jason Fama
IPC分类号： G06F9/44
CPC分类号： G06Q10/063 , G06Q10/06311 , G06Q10/063112 , G06Q10/063114 , H04M3/5191
摘要： Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign.
摘要翻译：提供了提供人力优化的系统和方法。一种有代表性的方法包括：规划实施业务目标的第一个活动; 根据活动来调度和部署劳动力以产生多个交互，涉及涉及客户和交互中心的第一代理的交互中的至少一个交互，所述交互中的至少另一个涉及客户和第二代理分公司或后台; 测量所述交互的至少一部分上的所述第一代理和第二代理的性能以产生所述代理的一组质量度量; 结合至少一部分质量度量来制作绩效指标; 并在第二个活动的规划步骤中使用绩效指标或第一个活动的另一个迭代。

3. 发明申请

US20100172485A1 SYSTEMS AND METHODS FOR DETERMINING ALLOCATIONS FOR DISTRIBUTED MULTI-SITE CONTACT CENTERS 审中-公开
标题翻译：用于确定分布式多站点联络中心分配的系统和方法
公开(公告)号：US20100172485A1
公开(公告)日：2010-07-08
申请号：US12725127
申请日：2010-03-16
申请人： Michael Bourke , Jason Fama , Gal Josefsberg
发明人： Michael Bourke , Jason Fama , Gal Josefsberg
IPC分类号： H04M3/00
CPC分类号： H04L67/1021 , H04L67/1002 , H04M3/51 , H04M2203/402
摘要： A system for allocating contact center resources among geographically distributed sub-centers of an enterprise comprises a processing system. The processing system is configured to create a distributed campaign for the enterprise, create a workload forecast of events for the distributed campaign, wherein the processing system, to create the workload forecast, is configured to treat the geographically distributed sub-centers as being co-located in a virtual contact center, execute a discrete event-based simulation utilizing the virtual contact center to allocate the events to the contact center resources, wherein the processing system, to execute the discrete event-based simulation, is configured to treat the contact center resources as being co-located in the virtual contact center, and determine recommended allocations of the contact center resources among the geographically distributed sub-centers based on a relative distribution of the events allocated to the contact center resources at the geographically distributed sub-centers.
摘要翻译：用于在企业的地理分布的子中心之间分配联络中心资源的系统包括处理系统。处理系统被配置为为企业创建分布式活动，为分布式活动创建事件的工作负载预测，其中，用于创建工作负载预测的处理系统被配置为将地理分布的子中心视为共享，位于虚拟联络中心中，使用虚拟联络中心执行基于事件的离散模拟，以将事件分配给联络中心资源，其中执行基于离散事件的模拟的处理系统被配置为处理联络中心资源共同位于虚拟联络中心，并且基于分配给地理分布的分中心的联络中心资源的事件的相对分布，确定地理分布的子中心之间的联络中心资源的推荐分配。

4. 发明申请

US20060011550A1 Inorganic contaminant removal from water 有权
标题翻译：从水中去除无机污染物
公开(公告)号：US20060011550A1
公开(公告)日：2006-01-19
申请号：US11124624
申请日：2005-05-06
申请人： Michael Bourke , Hung Nguyen
发明人： Michael Bourke , Hung Nguyen
IPC分类号： C02F1/42
CPC分类号： B01J20/28009 , B01J39/04 , B01J41/04 , B01J47/011 , B01J49/00 , C02F2001/422 , C02F2001/425 , C02F2101/20 , C02F2303/16
摘要： A method is provided for removing an inorganic ionic species or organometallic ion contaminant, or combination contaminants, including such as arsenic, chromium, bromide, bromate, perchlorate, and/or others from water which contains an unacceptably high concentration of the contaminant(s). The method includes treating the water with an ion exchange resin, preferably a magnetic ion exchange resin such as MIEX® Resin, which is capable of adsorbing the inorganic ionic species contaminant(s), and regenerating and recycling the ion exchange resin back to the process. The method produces potable water from ground water containing such contaminants and eliminates breakthrough and chromatographic peaking problems observed with conventional ion exchange systems.
摘要翻译：提供了一种用于从含有不可接受的高浓度污染物的水中去除无机离子物质或有机金属离子污染物或组合污染物的方法，包括诸如砷，铬，溴，溴酸盐，高氯酸盐和/或其它物质的混合污染物，。该方法包括用离子交换树脂处理水，优选是能够吸附无机离子物质污染物的MIEX树脂等磁性离子交换树脂，并将离子交换树脂再生并再循环回的过程。该方法从含有这些污染物的地下水中产生饮用水，并消除了常规离子交换系统观察到的突破和色谱峰值问题。

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