公开(公告)号：US08050955B2

公开(公告)日：2011-11-01

申请号：US12131588

申请日：2008-06-02

申请人： John David Sarlay ,  Paul Harold Leamon ,  Meghan Herbert

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

IPC分类号： G06Q10/00

CPC分类号： G06Q10/04 ,  G06Q10/06311 ,  G06Q10/063116 ,  G06Q10/06312 ,  G06Q10/06315 ,  G06Q10/06398 ,  G06Q30/0202

摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.

摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。

公开(公告)号：US20080235074A1

公开(公告)日：2008-09-25

申请号：US12131588

申请日：2008-06-02

申请人： John David Sarlay ,  Paul Harold Leamon ,  Meghan Herbert

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

IPC分类号： G06Q10/00 ,  G06F9/46

CPC分类号： G06Q10/04 ,  G06Q10/06311 ,  G06Q10/063116 ,  G06Q10/06312 ,  G06Q10/06315 ,  G06Q10/06398 ,  G06Q30/0202

摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.

摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。

公开(公告)号：US07383199B2

公开(公告)日：2008-06-03

申请号：US11496127

申请日：2006-07-31

申请人： John David Sarlay ,  Paul Harold Leamon ,  Meghan Herbert

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

IPC分类号： G06F9/46

CPC分类号： G06Q10/04 ,  G06Q10/06311 ,  G06Q10/063116 ,  G06Q10/06312 ,  G06Q10/06315 ,  G06Q10/06398 ,  G06Q30/0202

摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom.

摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标传播到后续期间，例如某种联系人类型的处理速度。 在联系人传播之后，每个期间确定总共处理联系人，并从中计算人员需求。

公开(公告)号：US07720706B2

公开(公告)日：2010-05-18

申请号：US11697841

申请日：2007-04-09

申请人： Meghan Herbert ,  Paul Harold Leamon

发明人： Meghan Herbert ,  Paul Harold Leamon

IPC分类号： G06Q10/00

CPC分类号： G06Q10/10 ,  G06Q10/06398

摘要： A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and an agent data group and/or a management unit. This is achieved by collecting and calculating statistical parameters that characterize the performance of agents, providing periodic updates to the performance data, and providing access to the performance data to the agent.

摘要翻译： 一种用于向代理提供和呈现性能统计信息的方法和系统。 本发明的另一实施例提供了代理和代理数据组和/或管理单元之间的性能比较报告。 这是通过收集和计算表征代理性能的统计参数来实现的，为性能数据提供定期更新，并向代理提供对性能数据的访问。

公开(公告)号：US07203655B2

公开(公告)日：2007-04-10

申请号：US09776610

申请日：2001-02-15

申请人： Meghan Herbert ,  Paul Harold Leamon

发明人： Meghan Herbert ,  Paul Harold Leamon

IPC分类号： G06Q10/00

CPC分类号： G06Q10/10 ,  G06Q10/06398

摘要： A method and a system for providing and presenting performance statistics to an agent. A further embodiment of the present invention provides performance comparison reporting between an agent and an agent data group and/or a management unit. This is achieved by collecting and calculating statistical parameters that characterize the performance of agents, providing periodic updates to the performance data, and providing access to the performance data to the agent.

摘要翻译： 一种用于向代理提供和呈现性能统计信息的方法和系统。 本发明的另一实施例提供了代理和代理数据组和/或管理单元之间的性能比较报告。 这是通过收集和计算表征代理性能的统计参数来实现的，为性能数据提供定期更新，并向代理提供对性能数据的访问。

公开(公告)号：US07085728B2

公开(公告)日：2006-08-01

申请号：US09919302

申请日：2001-07-31

申请人： John David Sarlay ,  Paul Harold Leamon ,  Meghan Herbert

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

IPC分类号： G06F17/60

CPC分类号： G06Q10/04 ,  G06Q10/06311 ,  G06Q10/063116 ,  G06Q10/06312 ,  G06Q10/06315 ,  G06Q10/06398 ,  G06Q30/0202

摘要： Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period are forecasted using historical methods and are propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, the total contacts to handle is determined for each period and the staffing requirements are calculated therefrom.

摘要翻译： 在一个范围内的每个期间，预测，传播和管理多媒体联系人。 使用历史方法预测期间收到的联系人数量，并根据业务目标（如某种联系人类型的处理速度）快速传播到后续期间。 在联系人传播之后，每个时期都确定要处理的总人数，并从中计算人员需求。

公开(公告)号：US20110010219A1

公开(公告)日：2011-01-13

申请号：US12501286

申请日：2009-07-10

申请人： William Nathan Stearns ,  Paul Harold Leamon

发明人： William Nathan Stearns ,  Paul Harold Leamon

IPC分类号： G06Q10/00

CPC分类号： G06Q10/06 ,  G06Q10/0633 ,  G06Q10/06398

摘要： An adherence system provides an entity (such as a supervisor) with the ability to define one or more acceptable agent state “rules” that are then monitored for compliance. A particular “rule” defines a sequence of user-configured or system-defined work item handling states and, optionally, a particular duration for a given state in the sequence. The rule typically also has associated therewith one or more user-configured or system-defined “actions” that should occur if the rule (which is sometimes referred to as a “policy”) is triggered. Using state information, the system monitors the various states of a particular agent against one or more rules. If the agent violates the rule (e.g., by moving in or out of a state out of sequence, by staying within a given state too long, or the like), a trigger event is initiated to indicate a potential or actual policy violation. The trigger event may then initiate a given action.

摘要翻译： 遵守系统提供一个能够定义一个或多个可接受的代理状态“规则”的实体（例如主管），然后监视其遵守情况。 特定的“规则”定义用户配置或系统定义的工作项处理状态的序列，并且可选地定义序列中给定状态的特定持续时间。 该规则通常还具有相关联的一个或多个用户配置或系统定义的“动作”，如果规则（有时被称为“策略”）被触发则应该发生。 使用状态信息，系统根据一个或多个规则监视特定代理的各种状态。 如果代理人违反规则（例如，通过不规则地进入或退出状态，等等），则启动触发事件以指示潜在的或实际的政策违规。 然后触发事件可以启动给定的动作。

公开(公告)号：US20130173351A1

公开(公告)日：2013-07-04

申请号：US13340177

申请日：2011-12-29

申请人： Eshai Livne ,  Itai Nahshon ,  Paul Harold Leamon

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

IPC分类号： G06Q10/06

CPC分类号： G06Q10/06398

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.

摘要翻译： 实时活动监视器（RTAM）在后台环境中与机器（例如桌面）相关联或与之相关联，以自动跟踪和记录桌面处理活动，应用程序使用以及手动处理。 实时活动监视器提供了客户端桌面上实时任务处理的可见性，使企业能够解决数据暴露的后台操作低效问题。 根据另一个特征，使用记录方法使得系统的用户能够自动定义要监视的进程和任务。 该方法通过记录应用程序使用操作，然后将这些交互作为要监视的新进程对象的模板来避免手动配置。 在替代实施例中，处理记录器捕获截图并启用屏幕元素书签。

公开(公告)号：US10783474B2

公开(公告)日：2020-09-22

申请号：US13340177

申请日：2011-12-29

申请人： Eshai Livne ,  Itai Nahshon ,  Paul Harold Leamon

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：US20130110588A1

公开(公告)日：2013-05-02

申请号：US13282047

申请日：2011-10-26

申请人： Eshai Livne ,  Yizhar Ronen ,  Brenda Kay Hansen ,  Paul Harold Leamon

发明人： Eshai Livne ,  Yizhar Ronen ,  Brenda Kay Hansen ,  Paul Harold Leamon

IPC分类号： G06Q10/06

CPC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.

摘要翻译： 实时活动监视器（RTAM）在后台环境中与机器（例如桌面）相关联或与之相关联，以自动跟踪和记录桌面处理活动，应用程序使用以及手动处理。 实时活动监视器提供了客户端桌面上实时任务处理的可见性，使企业能够解决数据暴露的后台操作低效问题。