US Patent Application No: 2008/0004,936

Number of patents in Portfolio can not be more than 2000

Systems and methods for automatic scheduling of a workforce

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ATTORNEY / AGENT: (SPONSORED)

Importance

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Abstract

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Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: collecting an agent activity of a first class and an agent activity of a second class; and displaying the agent activity of the first class and the agent activity of the second class along the same timeline axis. The agent activities are collected from a contact center data source. The second class is different from the first class. Both activities are associated with the same agent. Each activity is derived from a different virtual data source.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
VERINT AMERICAS INC.MELVILLE, NY231

International Classification(s)

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  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Bourke, Michael R San Francisco, CA 3 3
Fama, Jason Foster City, CA 36 369
Joshi, Sameet Vasant Palo Alto, CA 3 6
Lawrence, Richard M Bainbridge Island, WA 4 15
Peleg, Uri Santa Clara, CA 13 69

Cited Art Landscape

Patent Info (Count) # Cites Year
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
* 6,044,355 Skills-based scheduling for telephone call centers 253 1997
 
CREDIT SUISSE, CAYMAN ISLANDS BRANCH (2)
* 2004/0267,591 System and method for dynamic scheduling of personnel 21 2003
* 7,650,293 System and method for workforce requirements management 15 2004
 
INTRADIEM, INC. (1)
* 6,628,777 Method and system for scheduled delivery of training to call center agents 63 1999
 
HEWLETT PACKARD ENTERPRISE DEVELOPMENT LP (1)
* 2004/0193,972 Method and apparatus for selection of ARQ parameters and estimation of improved communications 3 2004
 
IEX CORPORATION (3)
* 5,911,134 Method for planning, scheduling and managing personnel 143 1990
* 5,325,292 Tour/schedule generation for a force management system 147 1993
* 6,970,829 Method and system for skills-based planning and scheduling in a workforce contact center environment 88 2000
 
CISCO TECHNOLOGY, INC. (1)
* 2006/0239,440 Method and system for handling calls at an automatic call distribution system 26 2005
 
AVAYA INC. (1)
* 2007/0127,690 Methods and apparatus for allocating a resource to enqueued requests using predicted wait time based on prior resource contribution 11 2005
 
SBC KNOWLEDGE VENTURES, L.P. (1)
* 2007/0179,829 Method and apparatus for workflow scheduling and forecasting 18 2006
 
CGI TECHNOLOGIES AND SOLUTIONS INC. (1)
* 6,415,259 Automatic work progress tracking and optimizing engine for a telecommunications customer care and billing system 211 1999
 
IDocuments, LLC (1)
* 2004/0267,595 Worker and document management system 139 2004
 
ACCENTURE GLOBAL SERVICES LIMITED (1)
* 2004/0193,473 Effective security scheduler 9 2003
 
VENTYX SOFTWARE SRL (1)
* 2002/0023,157 Systems and methods for enhancing connectivity 0 2001
* Cited By Examiner

Patent Citation Ranking

Forward Cite Landscape

Patent Info (Count) # Cites Year
 
INTERNATIONAL BUSINESS MACHINES CORPORATION (1)
* 8,015,043 Method and apparatus for workforce demand forecasting 2 2007
 
RESEARCH & BUSINESS FOUNDATION SUNGKYUNKWAN UNIVERSITY (1)
* 2013/0282,429 APPARATUS AND METHOD FOR CONTEXT BASED ACTIVITY MODELING 0 2013
 
P&W Solutions Col., Ltd (1)
* 2010/0122,202 SERVER DISPLAYING STATUS OF OPERATOR USING SEAT LAYOUT, TERMINAL FOR MANAGER, SYSTEM, AND METHOD 11 2008
 
P&W SOLUTIONS CO., LTD. (2)
8,869,057 Server displaying status of operator using seat layout, terminal for manager, system, and method 0 2008
* 2010/0088,145 METHOD AND COMPUTER FOR CREATING COMMUNICATOR'S SCHEDULE 1 2008
* Cited By Examiner