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。

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.

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。

公开(公告)号：US07634422B1

公开(公告)日：2009-12-15

申请号：US11736124

申请日：2007-04-17

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.

公开(公告)号：US07254546B1

公开(公告)日：2007-08-07

申请号：US11479924

申请日：2006-06-30

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。

公开(公告)号：US07478051B2

公开(公告)日：2009-01-13

申请号：US09899895

申请日：2001-07-05

申请人： Illah Nourbakhsh ,  Tyler Morse ,  David Andre ,  Ofer Matan

发明人： Illah Nourbakhsh ,  Tyler Morse ,  David Andre ,  Ofer Matan

IPC分类号： G06F9/46

CPC分类号： G06Q10/06 ,  G06Q10/063112 ,  G06Q10/0637 ,  G06Q10/06375 ,  G06Q10/1053 ,  G06Q10/1097 ,  G06Q30/0202 ,  G06Q30/0206

摘要： A method and apparatus for long-range planning. One embodiment includes a method for long-range planning for staffing in a complex environment, such as a contact center. The method includes defining at least one employee profile, wherein an employee profile comprises a group of employees that have the same skills, and wherein defining comprises specifying characteristics, including a skill set and an efficiency percentage. The method further includes defining at least one queue, specifying at least one criteria to be satisfied by a long-range staffing plan, and calculating an effect of staffing the at least one queue with the at least one employee profile, wherein the calculated effect includes a service level for the at least one queue, and an effective cost per hour.

公开(公告)号：US06278978B1

公开(公告)日：2001-08-21

申请号：US09056219

申请日：1998-04-07

申请人： David Andre ,  Illah Nourbakhsh

发明人： David Andre ,  Illah Nourbakhsh

IPC分类号： G06F1760

CPC分类号： G06Q10/06 ,  G06Q10/06311 ,  G06Q10/109 ,  H04M3/51 ,  H04M2203/402

摘要： A method for improving an agent schedule comprises unscheduling an agent from a shift in the schedule; evaluating a score function for each of a plurality of possible schedules which have the agent scheduled for different possible shifts; and selecting an improved schedule from among the plurality of possible schedules. The improved schedule is characterized by an improved value of the score function. The above steps are repeated until a locally optimal schedule is obtained. The break times in the possible shifts are not necessarily scheduled in the above procedure. In another aspect of the invention, a method is provided for optimal break scheduling. The method includes the steps of unscheduling a break; evaluating a score function for a plurality of possible break times for the break; and selecting an improved break time from the possible break times. The improved break time is characterized by an improved score. In the above procedures, the evaluation of the score function for a possible schedule includes selecting, for each interval in the possible schedule, one of a plurality of predetermined values corresponding to distinct staffing levels.

摘要翻译： 一种用于改进代理程序的方法包括：将代理程序从进度表中的班次中排除; 为具有针对不同可能移位调度的代理的多个可能时间表中的每一个评估分数函数; 以及从所述多个可能的时间表中选择改进的时间表。 改进的时间表的特征在于改进了分数函数的值。 重复上述步骤，直到获得局部最佳调度。 在上述过程中，不一定安排可能班次的休息时间。 在本发明的另一方面，提供了一种用于最优中断调度的方法。 该方法包括步骤： 评估断裂的多个可能的断裂时间的分数函数; 并从可能​​的中断时间中选择一个改进的休息时间。 改进的休息时间的特点是得分改善。 在上述过程中，对于可能的时间表的分数函数的评估包括：在可能的时间表中的每个间隔中选择对应于不同人员配置级别的多个预定值中的一个。

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.

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。

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。