公开(公告)号：US11620602B2

公开(公告)日：2023-04-04

申请号：US17728303

申请日：2022-04-25

申请人： IEX Corporation

发明人： Eshai Livne ,  Itai Nahshon ,  Paul Harold Leamon

IPC分类号： G06Q10/0639 ,  G06Q10/0631

摘要： A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

公开(公告)号：US20200372425A1

公开(公告)日：2020-11-26

申请号：US16988813

申请日：2020-08-10

申请人： IEX Corporation

发明人： Eshai LIVNE ,  Itai NAHSHON ,  Paul Harold LEAMON

IPC分类号： G06Q10/06

摘要： A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

公开(公告)号：US20040098295A1

公开(公告)日：2004-05-20

申请号：US10714017

申请日：2003-11-14

申请人： IEX Corporation

发明人： John David Sarlay ,  Paul Harold Leamon ,  Meghan Barni

IPC分类号： G06F017/60

CPC分类号： G06Q99/00 ,  G06Q50/188 ,  H04M3/5232 ,  H04M2203/402

摘要： The present invention provides for rescheduling workload. A period is selected. A contacts forecasted to be received (CRF) value for the selected period is selected. A contacts forecasted to be handled (CHF) value for the selected period is selected. A volume of contacts that can be handled based on agent schedules (CHS) is calculated. A contacts handled intraday value (CHI) is determined based on these values, possibly also using values for contacts actually received and handled and perhaps using backlog values and/or backlog threshold values. The CHI value is then overwritten as a function of the CHI value of a previous period, the contacts actually handled (CHA) value of a previous period, and other metrics of contact processing.

摘要翻译： 本发明提供重新计划工作量。 选择一个时间段 选择期望收到的联系人（CRF）值。 选择所选期间预测要处理的联系人（CHF）值。 计算可以根据代理计划（CHS）处理的联系人量。 处理日内价值（CHI）的联系人是根据这些值确定的，可能还使用实际接收和处理的联系人的价值，也可能使用积压值和/或积压阈值。 然后CHI值作为上一个周期的CHI值，前一个周期的实际处理（CHA）值和其他接触处理度量的函数被覆盖。

公开(公告)号：US20220245542A1

公开(公告)日：2022-08-04

申请号：US17728303

申请日：2022-04-25

申请人： IEX Corporation

发明人： Eshai LIVNE ,  Itai NAHSHON ,  Paul Harold LEAMON

IPC分类号： G06Q10/06

摘要： A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.

公开(公告)号：US11348051B2

公开(公告)日：2022-05-31

申请号：US16988813

申请日：2020-08-10

申请人： IEX Corporation

发明人： Eshai Livne ,  Itai Nahshon ,  Paul Harold Leamon

IPC分类号： G06Q10/06

摘要： A real-time activity monitor (RTAM) operates within or in association with a machine (such as a desktop) within a back office environment to automatically track and record desktop processing activities, application usage, as well as manual processing. The real-time activity monitor provides visibility into real-time task processing at the client desktop to enable an enterprise to address back office operational inefficiencies that are exposed by the data. According to a further feature, a recording approach is used to enable a user of the system to automatically define processes and tasks to be monitored. The approach obviates manual configuration by recording application usage actions and then using these interactions as a template for a new process object to be monitored. In an alternative embodiment, the process recorder captures screenshots and enables screen element bookmarking.