Patents by Inventor Michael R. Bourke
Michael R. Bourke has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).
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Patent number: 11403569Abstract: 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 from 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.Type: GrantFiled: July 13, 2020Date of Patent: August 2, 2022Assignee: Verint Americas Inc.Inventors: Edward Hamilton, Kaushik Deka, Geoffery Chappell, Michael R. Bourke, Jason Fama
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Patent number: 11010695Abstract: 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.Type: GrantFiled: October 14, 2019Date of Patent: May 18, 2021Assignee: Verint Americas Inc.Inventors: Edward Hamilton, Kaushik Deka, Geoffery Chappell, Michael R. Bourke, Jason Fama
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Publication number: 20200387842Abstract: 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 from 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.Type: ApplicationFiled: July 13, 2020Publication date: December 10, 2020Applicant: Verint Americas Inc.Inventors: Edward Hamilton, Kaushik Deka, Geoffery Chappell, Michael R. Bourke, Jason Fama
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Patent number: 10713603Abstract: 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 from 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.Type: GrantFiled: October 14, 2019Date of Patent: July 14, 2020Assignee: Verint Americas Inc.Inventors: Edward Hamilton, Kaushik Deka, Geoffery Chappell, Michael R. Bourke, Jason Fama
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Publication number: 20200097865Abstract: 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.Type: ApplicationFiled: October 14, 2019Publication date: March 26, 2020Applicant: Verint Americas Inc.Inventors: Edward Hamilton, Kaushik Deka, Geoffery Chappell, Michael R. Bourke, Jason Fama
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Publication number: 20200042912Abstract: 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 from 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.Type: ApplicationFiled: October 14, 2019Publication date: February 6, 2020Applicant: Verint Americas Inc.Inventors: Edward Hamilton, Kaushik Deka, Geoffery Chappell, Michael R. Bourke, Jason Fama
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Patent number: 10445667Abstract: 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 from 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.Type: GrantFiled: August 21, 2014Date of Patent: October 15, 2019Assignee: Verint Americas Inc.Inventors: Edward Hamilton, Kaushik Deka, Geoffery Chappell, Michael R. Bourke, Jason Fama
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Publication number: 20150106145Abstract: 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 fro 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.Type: ApplicationFiled: August 21, 2014Publication date: April 16, 2015Applicant: VERINT AMERICAS INC.Inventors: Edward Hamilton, Kaushik Deka, Geoffery Chappell, Michael R. Bourke, Jason Fama
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Patent number: 8719067Abstract: 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.Type: GrantFiled: May 31, 2011Date of Patent: May 6, 2014Assignee: Witness Systems, Inc.Inventors: Jason Fama, Uri Peleg, Michael R. Bourke, Jr., Richard M. Lawrence, Sameet Vasant Joshi
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Patent number: 8131578Abstract: Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: 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.Type: GrantFiled: June 30, 2006Date of Patent: March 6, 2012Assignee: Verint Americas Inc.Inventors: Jason Fama, Uri Peleg, Michael R. Bourke, Jr., Richard M. Lawrence, Sameet Vasant Joshi
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Publication number: 20110295639Abstract: 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.Type: ApplicationFiled: May 31, 2011Publication date: December 1, 2011Applicant: VERINT AMERICAS INC.Inventors: Jason Fama, Uri Peleg, Michael R. Bourke, JR., Richard M. Lawrence, Sameet Vasant Joshi
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Patent number: 7953621Abstract: 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.Type: GrantFiled: September 29, 2006Date of Patent: May 31, 2011Assignee: Verint Americas Inc.Inventors: Jason Fama, Uri Peleg, Michael R. Bourke, Jr., Richard M. Lawrence, Sameet Vasant Joshi
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Publication number: 20080004934Abstract: Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: 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.Type: ApplicationFiled: June 30, 2006Publication date: January 3, 2008Inventors: Jason Fama, Uri Peleg, Michael R. Bourke, Richard M. Lawrence, Sameet Vasant Joshi
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Publication number: 20080004936Abstract: 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.Type: ApplicationFiled: September 29, 2006Publication date: January 3, 2008Inventors: Jason Fama, Uri Peleg, Michael R. Bourke, Richard M. Lawrence, Sameet Vasant Joshi