公开(公告)号：US11210614B1

公开(公告)日：2021-12-28

申请号：US13965983

申请日：2013-08-13

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton

IPC: 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.

公开(公告)号：US11010695B2

公开(公告)日：2021-05-18

申请号：US16601084

申请日：2019-10-14

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton ,  Kaushik Deka ,  Geoffery Chappell ,  Michael R. Bourke ,  Jason Fama

IPC: G06Q10/00 ,  G06Q10/06

Abstract: Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item for the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.

公开(公告)号：US20210081905A1

公开(公告)日：2021-03-18

申请号：US17012728

申请日：2020-09-04

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton ,  Kaushik Deka

IPC: G06Q10/10 ,  G06Q10/06 ,  G06Q10/04

Abstract: A system and method schedule work within a workflow with defined process goals. A plurality of work queues are defined that comprise work items. The plurality of work queues are associated with one or more links between a parent work queue and at least one child work queue to form at least one work process. At least one work process goal is defined for each work process. A work schedule to achieve the work process goals is generated.

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.

公开(公告)号：US11367026B2

公开(公告)日：2022-06-21

申请号：US16173132

申请日：2018-10-29

Applicant: Verint Americas Inc.

Inventor： Jason Fama ,  Michael Zeoli ,  Edward Hamilton

IPC: G06Q10/06

Abstract: Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality of schedulable objects. The scheduling is performed in accordance with a workload forecast and schedule constraints. Each of the schedulable objects is based on the shift activity template. The shift activity template describes a worker activity performed during a shift. The template has range of start times and a variable length for the activity. The activity is associated with a queue.

公开(公告)号：US10769567B1

公开(公告)日：2020-09-08

申请号：US15379271

申请日：2016-12-14

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton ,  Kaushik Deka

IPC: G06Q10/06

Abstract: A system and method schedule work within a workflow with defined process goals. A plurality of work queues are defined that comprise work items. The plurality of work queues are associated with one or more links between a parent work queue and at least one child work queue to form at least one work process. At least one work process goal is defined for each work process. A work schedule to achieve the work process goals is generated.

公开(公告)号：US20200097865A1

公开(公告)日：2020-03-26

申请号：US16601084

申请日：2019-10-14

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton ,  Kaushik Deka ,  Geoffery Chappell ,  Michael R. Bourke ,  Jason Fama

IPC: G06Q10/06

Abstract: Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item for the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees.

公开(公告)号：US20180308068A1

公开(公告)日：2018-10-25

申请号：US16024134

申请日：2018-06-29

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton ,  Kaushik Deka

IPC: G06Q10/10

CPC classification number: G06Q10/1097

Abstract: A system and method schedule work within a workflow with defined process goals. A plurality of work queues are defined that comprise work items. The plurality of work queues are associated with one or more links between a parent work queue and at least one child work queue to form at least one work process. At least one work process goal is defined for each work process. A work schedule to achieve the work process goals is generated.

公开(公告)号：US20210398040A9

公开(公告)日：2021-12-23

申请号：US16173132

申请日：2018-10-29

Applicant: Verint Americas Inc.

Inventor： Jason Fama ,  Michael Zeoli ,  Edward Hamilton

IPC: G06Q10/06

Abstract: Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality of schedulable objects. The scheduling is performed in accordance with a workload forecast and schedule constraints. Each of the schedulable objects is based on the shift activity template. The shift activity template describes a worker activity performed during a shift. The template has range of start times and a variable length for the activity. The activity is associated with a queue.

公开(公告)号：US20210073745A1

公开(公告)日：2021-03-11

申请号：US17101813

申请日：2020-11-23

Applicant: Verint Americas Inc.

Inventor： Edward Hamilton ,  Kaushik Deka

IPC: G06Q10/10 ,  G06Q10/06 ,  G06Q10/04

Abstract: A system and method schedule work within a workflow with defined process goals. A plurality of work queues are defined that comprise work items. The plurality of work queues are associated with one or more links between a parent work queue and at least one child work queue to form at least one work process. At least one work process goal is defined for each work process. A work schedule to achieve the work process goals is generated.