公开(公告)号：US20070195944A1

公开(公告)日：2007-08-23

申请号：US11528267

申请日：2006-09-27

申请人： Shmuel Korenblit ,  Simon Shvarts ,  James Gordon Nies

发明人： Shmuel Korenblit ,  Simon Shvarts ,  James Gordon Nies

IPC分类号： H04M3/00

CPC分类号： G06Q10/06 ,  G06Q10/06311 ,  G06Q10/0639 ,  G06Q10/06393 ,  G06Q10/06395 ,  G06Q10/06398 ,  G06Q50/20

摘要： 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.

摘要翻译： 本文所述的系统和方法提供钻取引擎，其促进用于执行劳动力管理，质量监测，电子学习，性能管理和分析功能的解决方案的集成。 钻探引擎有助于将质量监控/呼叫记录与性能管理和电子学习功能相结合，作为统一的集成解决方案。 该组合可以通过单一平台交付，使用户能够获得更多的洞察力，并在销售，服务和整体运营方面做出更明智的决策。 这将客户中心工具超越传统的“套件”方法，成为真正的单一劳动力优化平台。

公开(公告)号：US20140244476A1

公开(公告)日：2014-08-28

申请号：US13777986

申请日：2013-02-26

申请人： Simon Shvarts ,  Evgeniya Kuyda

发明人： Simon Shvarts ,  Evgeniya Kuyda

IPC分类号： G06Q40/02

CPC分类号： G06Q40/025

摘要： A financial interaction related to personal data analytics and behavioral data is facilitated. The financial interaction drives behaviors to affect a real-time credit risk, and provides direct feedback during the financial interaction. The system operates as a personal companion for assisting clients with personal financial decisions as well as personal interactions according to personal data and behavioral data learned about the user. Communications from the system can be initiated to facilitate a conversation according to data learned, such as personal data, user preference data, and behavioral data from different financial transactions. Based on continued interactions with the user, estimates can be made of a financial score and rewards or stimulus can be presented to the user.

摘要翻译： 促进与个人数据分析和行为数据相关的财务交互。 金融互动驱动行为影响实时信用风险，并在金融交互过程中提供直接反馈。 该系统作为个人伴侣，根据个人数据和有关用户的行为数据帮助客户进行个人财务决策以及个人交互。 可以启动来自系统的通信，以根据所获得的数据，例如个人数据，用户偏好数据和来自不同金融交易的行为数据来促进对话。 基于与用户的持续互动，可以估计财务分数，奖励或刺激可以呈现给用户。

公开(公告)号：US08331549B2

公开(公告)日：2012-12-11

申请号：US11742733

申请日：2007-05-01

申请人： Jason Fama ,  Simon Shvarts ,  Joseph Watson ,  Jeff Iannone

发明人： Jason Fama ,  Simon Shvarts ,  Joseph Watson ,  Jeff Iannone

IPC分类号： H04M3/00 ,  H04M5/00

CPC分类号： H04M3/5233 ,  G06Q10/06

摘要： Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.

摘要翻译： 提出了整合员工管理和质量监控的方法和系统。 在一个实施例中，该方法包括以下步骤：接收关于技能的信息; 捕获由代理制成的多个触点; 接受联络人评估; 以及基于所述评估更新所述技能信息。 该技能与代理相关联，评估测量代理技能。 在另一个实施例中，该方法包括以下步骤：接收关于技能的信息; 捕获由代理制成的多个触点; 接受联络人的评估表; 以及基于所述技能信息来更新所述表单。 该技能与代理相关联，并且该形式产生代理技能的度量。

公开(公告)号：US07752508B2

公开(公告)日：2010-07-06

申请号：US11868656

申请日：2007-10-08

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.

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。

公开(公告)号：US20100114644A1

公开(公告)日：2010-05-06

申请号：US12684027

申请日：2010-01-07

申请人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James Gordon Nies ,  Vinod Prabhu

发明人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James Gordon Nies ,  Vinod Prabhu

IPC分类号： G06Q10/00

CPC分类号： H04M3/5237 ,  G06Q10/103 ,  H04M3/5233

摘要： Systems and methods for scheduling workforces are provided. In this regard, a representative method includes: generating a forecast requirement related to a volume of work to be handled by a first workforce and a second workforce, wherein the second workforce is remote from the first workforce; generating work schedules for personnel of the second workforce based on the forecast requirement and skills of the personnel of the second workforce; receiving information corresponding to the work schedules and the skills of the personnel of the second workforce that share work with the first workforce, wherein the work schedules comprise activities; correlating the skills contained in the information with skills that are to be used for scheduling personnel of the first workforce; correlating the activities contained in the information with activities that are to be used for scheduling the personnel of the first workforce; and generating work schedules for the personnel of the first workforce based, at least in part, on a correlation between the skills of the personnel of the second workforce and the first workforce and a correlation between the activities of the personnel of the second workforce and the first workforce.

摘要翻译： 提供了安排员工队伍的系统和方法。 在这方面，一种代表性的方法包括：产生与由第一劳动者和第二劳动力处理的工作量有关的预测要求，其中第二劳动力远离第一劳动力; 根据第二劳动力人员的预测要求和技能，为第二劳动者人员制定工作时间表; 接收与工作时间表相对应的信息和与第一劳动力共享工作的第二劳动力人员的技能，其中工作时间表包括活动; 将信息中包含的技能与将用于安排第一劳动力人员的技能相关联; 将信息中包含的活动与用于安排第一劳动力人员的活动相关联; 并且至少部分地基于第二劳动力人员的技能与第一劳动力之间的相关性以及第二劳动力人员的活动与第二劳动力的人员之间的相互关系，为第一劳动者的人员创造工作时间表 第一劳动力

公开(公告)号：US20080091984A1

公开(公告)日：2008-04-17

申请号：US11868656

申请日：2007-10-08

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.

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。

公开(公告)号：US20080002823A1

公开(公告)日：2008-01-03

申请号：US11742733

申请日：2007-05-01

申请人： Jason Fama ,  Simon Shvarts ,  Joseph Watson ,  Jeff Iannone

发明人： Jason Fama ,  Simon Shvarts ,  Joseph Watson ,  Jeff Iannone

IPC分类号： H04M5/00

CPC分类号： H04M3/5233 ,  G06Q10/06

摘要： Methods and systems are presented for integrating workforce management and quality monitoring. In one embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation of the contacts; and updating the skill information based on the evaluation. The skill is associated with an agent, and the evaluation measures the agent skill. In another embodiment, the method comprises the steps of: receiving information about a skill; capturing a plurality of contacts made by an agent; receiving an evaluation form for the contacts; and updating the form based on the skill information. The skill is associated with an agent, and the form produces a measurement of the agent skill.

摘要翻译： 提出了将劳动力管理和质量监测结合起来的方法和系统。 在一个实施例中，该方法包括以下步骤：接收关于技能的信息; 捕获由代理制成的多个触点; 接受联络人评估; 以及基于所述评估更新所述技能信息。 该技能与代理相关联，评估测量代理技能。 在另一个实施例中，该方法包括以下步骤：接收关于技能的信息; 捕获由代理制成的多个触点; 接受联络人的评估表; 以及基于所述技能信息来更新所述表单。 该技能与代理相关联，并且该形式产生代理技能的度量。

公开(公告)号：US20070299680A1

公开(公告)日：2007-12-27

申请号：US11529842

申请日：2006-09-29

申请人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James Gordon Nies ,  Vinod Prabhu

发明人： Jason Fama ,  Uri Peleg ,  Simon Shvarts ,  Mike Bourke ,  James Gordon Nies ,  Vinod Prabhu

IPC分类号： G06Q10/00 ,  G06Q30/00

CPC分类号： G06Q10/06 ,  G06Q10/06311 ,  G06Q10/06315 ,  G06Q30/016

摘要： Systems and methods for integrating outsourcers are provided. In this regard, a representative method includes: receiving information corresponding to resources of a first contact center; and correlating the information with other information in order to improve integration of resources of the first contact center with resources of one or more other contact centers.

摘要翻译： 提供了整合外包商的系统和方法。 在这方面，代表性方法包括：接收与第一联络中心的资源相对应的信息; 以及将所述信息与其他信息相关联，以便改善所述第一联络中心的资源与一个或多个其他联络中心的资源的集成。