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1. 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。

2. 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。

3. 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.

4. 发明授权

US07788286B2 Method and apparatus for multi-contact scheduling 有权
标题翻译：多接点调度的方法和装置
公开(公告)号：US07788286B2
公开(公告)日：2010-08-31
申请号：US11037604
申请日：2005-01-18
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： G06F7/00 , G06F17/00
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.
摘要翻译：一种用于生成具有立即队列和延迟队列的多联络中心的代理计划的方法和装置。在一个实施例中，一种方法包括调度从用户接口接收多个调度数据的软件，以及生成多个调度约束的调度软件。该方法还包括使用多个调度约束来生成多个潜在时间表的搜索引擎，其包括用于立即队列的第一潜在时间表，以及用于延迟队列的第二潜在时间表。该方法还包括对第一潜在时间表执行第一分析以产生第一估计服务水平，以及对第二潜在时间表执行第二分析以产生第二估计服务水平，其中第一估计服务水平和第二估计服务水平为以可互换单位表示。

5. 发明申请

US20050125439A1 Method and apparatus for multi-contact scheduling 有权
标题翻译：多接点调度的方法和装置
公开(公告)号：US20050125439A1
公开(公告)日：2005-06-09
申请号：US11037604
申请日：2005-01-18
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 , G06F17/00
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.
摘要翻译：一种用于生成具有立即队列和延迟队列的多联络中心的代理计划的方法和装置。在一个实施例中，一种方法包括调度从用户接口接收多个调度数据的软件，以及生成多个调度约束的调度软件。该方法还包括使用多个调度约束来生成多个潜在时间表的搜索引擎，其包括用于立即队列的第一潜在时间表，以及用于延迟队列的第二潜在时间表。该方法还包括对第一潜在时间表执行第一分析以产生第一估计服务水平，以及对第二潜在时间表执行第二分析以产生第二估计服务水平，其中第一估计服务水平和第二估计服务水平为以可互换单位表示。

6. 发明授权

US08015042B2 Methods for long-range contact center staff planning utilizing discrete event simulation 有权
标题翻译：使用离散事件模拟的远程联络中心人员计划的方法
公开(公告)号：US08015042B2
公开(公告)日：2011-09-06
申请号：US11529132
申请日：2006-09-28
申请人： Krithika Seetharaman , Jason Fama , Edward Hamilton
发明人： Krithika Seetharaman , Jason Fama , Edward Hamilton
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/0631 , G06Q10/06311 , G06Q10/06375
摘要： Systems and methods for long-range simulation are provided. A representative method includes: defining at least one resource description, wherein a resource description comprises a group of resources that have similar characteristics, and wherein defining comprises specifying the characteristics, including at least one capability and at least one performance measure; defining at least one work load; and specifying at least one criteria to be satisfied by a long-range staffing plan; and calculating an effect of applying the at least one resource description to the at least one work load using discrete event based simulation, wherein the calculated effect includes at least one performance measure for the at least one work load.
摘要翻译：提供了远程仿真的系统和方法。代表性方法包括：定义至少一个资源描述，其中资源描述包括具有相似特征的一组资源，并且其中定义包括指定所述特征，包括至少一个能力和至少一个性能测量; 定义至少一个工作负载; 并指定至少一个要由远程人员配置计划满足的标准; 以及计算使用基于离散事件的模拟将所述至少一个资源描述应用于所述至少一个工作负载的效果，其中所计算的效果包括用于所述至少一个工作负载的至少一个性能测量。

7. 发明申请

US20100114645A1 SYSTEMS AND METHODS FOR AUTOMATIC SCHEDULING OF A WORKFORCE 有权
标题翻译：自动安排员工的系统和方法
公开(公告)号：US20100114645A1
公开(公告)日：2010-05-06
申请号：US12686213
申请日：2010-01-12
申请人： Edward Hamilton , Jason Fama , Mike Bourke
发明人： Edward Hamilton , Jason Fama , Mike Bourke
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/063116 , G06Q10/06312 , G06Q10/103
摘要： Systems and methods are disclosed for scheduling overtime and time-off for a workforce. In one embodiment, a method of workforce scheduling to handle an expected workload comprises, in an instruction execution system, receiving a first workforce schedule describing existing assignments of a plurality of workers to a plurality of shifts, each of the shifts being associated with a time range and a day; in response to a variance in the expected workload, selecting a modification to the first workforce schedule required to handle the variance in the expected workload during the day; and producing a second workforce schedule that modifies the length of at least one of the plurality of shifts to accommodate the modification to the first workforce schedule.
摘要翻译：披露了用于为工作人员安排加班和延期的系统和方法。在一个实施例中，一种用于处理预期工作负载的劳动力调度方法包括在指令执行系统中，接收将多个工作人员的现有分配描述为多个班次的第一劳动力调度表，每个班次与时间相关联范围和一天; 为了响应预期工作负荷的差异，选择对白天处理预期工作量差异所需的第一劳动力时间表的修改; 以及生成修改所述多个班次中的至少一个班次的长度以适应对所述第一劳动力进度表的修改的第二劳动力进度表。

8. 发明授权

US10115065B1 Systems and methods for automatic scheduling of a workforce 有权
公开(公告)号：US10115065B1
公开(公告)日：2018-10-30
申请号：US12916678
申请日：2010-11-01
申请人： Jason Fama , Michael Zeoli , Edward Hamilton
发明人： Jason Fama , Michael Zeoli , Edward Hamilton
IPC分类号： G06Q10/00 , G06Q10/06
摘要： Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality of schedulable objects. The scheduling is performed in accordance with a workload forecast and schedule constraints. Each of the schedulable objects is based on the shift activity template. The shift activity template describes a worker activity performed during a shift. The template has range of start times and a variable length for the activity. The activity is associated with a queue.

9. 发明申请

US20080300955A1 System and Method for Multi-Week Scheduling 审中-公开
标题翻译：多周计划的系统和方法
公开(公告)号：US20080300955A1
公开(公告)日：2008-12-04
申请号：US11831260
申请日：2007-07-31
申请人： Edward Hamilton , Jason Fama , Alex Fukanaga
发明人： Edward Hamilton , Jason Fama , Alex Fukanaga
IPC分类号： G06F17/00
CPC分类号： G06Q10/06 , G06Q10/109 , G06Q10/1097
摘要： Systems and methods of scheduling a customer center workforce are disclosed. One exemplary method comprises ordering a set of slots in the scheduling period to be bound to worker shifts. The method further comprises binding a first portion of the worker shifts within a domain to the ordered set of slots to produce a first schedule. The first schedule has a first evaluation factor. The method further comprises comparing the first evaluation factor to a second evaluation factor. The method further comprises outputting a selected schedule based on the comparison.
摘要翻译：公布了安排客户中心劳动力的系统和方法。一种示例性方法包括在调度周期中对一组时隙进行排序以绑定到工作人员班次。该方法还包括将域中的工作人员班次的第一部分绑定到有序的时隙集合以产生第一调度。第一个时间表有第一个评估因素。该方法还包括将第一评估因子与第二评估因子进行比较。该方法还包括基于比较输出所选择的日程表。

10. 发明授权

US08463638B2 Systems and methods for automatic scheduling of a workforce 有权
标题翻译：自动安排员工队伍的系统和方法
公开(公告)号：US08463638B2
公开(公告)日：2013-06-11
申请号：US12686213
申请日：2010-01-12
申请人： Edward Hamilton , Jason Fama , Mike Bourke
发明人： Edward Hamilton , Jason Fama , Mike Bourke
IPC分类号： G06Q10/00
CPC分类号： G06Q10/06 , G06Q10/063116 , G06Q10/06312 , G06Q10/103
摘要： Systems and methods are disclosed for scheduling overtime and time-off for a workforce. In one embodiment, a method of workforce scheduling to handle an expected workload comprises, in an instruction execution system, receiving a first workforce schedule describing existing assignments of a plurality of workers to a plurality of shifts, each of the shifts being associated with a time range and a day; in response to a variance in the expected workload, selecting a modification to the first workforce schedule required to handle the variance in the expected workload during the day; and producing a second workforce schedule that modifies the length of at least one of the plurality of shifts to accommodate the modification to the first workforce schedule.
摘要翻译：披露了用于为工作人员安排加班和延期的系统和方法。在一个实施例中，一种用于处理预期工作负载的劳动力调度方法包括在指令执行系统中，接收将多个工作人员的现有分配描述为多个班次的第一劳动力调度表，每个班次与时间相关联范围和一天; 为了响应预期工作负荷的差异，选择对白天处理预期工作量差异所需的第一劳动力时间表的修改; 以及生成修改所述多个班次中的至少一个班次的长度以适应对所述第一劳动力进度表的修改的第二劳动力进度表。

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