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    REALTIME CONTEXTUAL EVENT NOTIFICATION SYSTEM
    93.
    发明公开
    REALTIME CONTEXTUAL EVENT NOTIFICATION SYSTEM 审中-公开

    公开(公告)号：US20230325261A1

    公开(公告)日：2023-10-12

    申请号：US18295289

    申请日：2023-04-04

    Applicant: Verint Americas Inc.

    Inventor： Chris Schnurr ,  Brendan Killen ,  Marc Calahan ,  Duane Wright

    IPC: G06F9/54

    CPC classification number: G06F9/542 ,  G06F9/546

    Abstract: A realtime contextual event notification system that ingests events as streams from any authorized entity applies rules to the event streams, determines a context of an end-user who is a recipient of a targeted notification, and provides notifications to the end-user in accordance with the context. The event streams may come from multiple sources and rules may be applied to provide realtime contextual information associated with the end-user.

    Method and apparatus for cell-based workforce scheduling
    94.
    发明授权
    Method and apparatus for cell-based workforce scheduling 有权

    公开(公告)号：US11775893B2

    公开(公告)日：2023-10-03

    申请号：US17560568

    申请日：2021-12-23

    Applicant: Verint Americas Inc.

    Inventor： Edward Hamilton

    IPC: G06Q10/0631 ,  G06Q10/06

    CPC classification number: G06Q10/06311 ,  G06Q10/063112 ,  G06Q10/063116 ,  G06Q10/06

    Abstract: A method for workforce scheduling by a computer system is provided. The method includes receiving a first workforce schedule describing initial assignments of a plurality of workers to a plurality of shifts, each shift comprising one or more work activities, each work activity comprising an activity and a time interval, and storing the first workforce schedule in a memory. The method also includes receiving a cell size associated with each activity, and determining a quantity of workers in each work activity associated with each activity in the first workforce schedule. The method further includes determining cell size violations by dividing the quantity of workers assigned to each work activity by the cell size for the activity associated with the work activity. The method also includes modifying the first workforce schedule to minimize cell size violations, resulting in a second workforce schedule, and storing the second workforce schedule in the memory.

    System and method for real-time scheduling reallocation
    99.
    发明授权
    System and method for real-time scheduling reallocation 有权

    公开(公告)号：US11663538B2

    公开(公告)日：2023-05-30

    申请号：US15864850

    申请日：2018-01-08

    Applicant: Verint Americas Inc.

    Inventor： Stephen McSwiggan

    IPC: G06Q10/0631 ,  G06Q10/04

    CPC classification number: G06Q10/063116 ,  G06Q10/063112 ,  G06Q10/063114 ,  G06Q10/04

    Abstract: The present application includes a method and system for real-time scheduling reallocation. The system receives a schedule which allocates customer service representatives (CSRs) to channels and queues based on analytics rules as well as the forecast work patterns and information on CSR skills and shift patterns. The system then monitors adherence to the schedule by comparing the difference between forecast and current volume and type of work to a reallocation threshold at predetermined intervals. If the difference extends beyond the reallocation threshold, the system reallocates CSRs to update the schedule.

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