Abstract: When determining a preferred ratio of supervisors to agents in a call center, one or more operation parameter values are determined for corresponding operation parameters. Based on the one or more operation parameter values, a benchmark ratio is correspondingly modified to provide the desired preferred ratio. Preferably, the benchmark ratio is identified based on a specific industry. At least one survey response concerning an operation parameter may be obtained and used in determining a corresponding operation parameter value. In this manner, a more structured and customized approach is provided in comparison to prior art techniques.

Abstract: A presentation generator may access one or more data sources structured into data fields. The user may create or modify a template by inserting one or more tags corresponding to data fields in the template. The template may also have one or more processing instructions for indicating the data sources and how the data sources should be queried. The processing instructions may also indicate how the data is to be grouped across various slides, pages, sections, etc. The generator may build the presentation based on the template, its tags, and its processing instructions. The resulting presentation may be accessed by a user-friendly application, such as a word processor, slide program, spreadsheet, report viewer, or other application. The user may update part or all of the presentation using information on the queries and data sources embedded in the presentation itself.

Abstract: An automated interactive method dynamically identifies an unplanned maintenance task during execution of a planned maintenance task on equipment. A user device displays a maintenance menu system for data entry and access and provides an input relating to unplanned maintenance task discovered on the equipment. The unplanned maintenance task is associated with the planned maintenance task at least with respect to a location. The automated interactive method sequentially processes unplanned maintenance task information based on the input from the user device. The automated interactive method establishes and stores an unplanned maintenance task data record including a selected geographical location, a selected item, a selected work category, a selected task type, a selected task description, and selected component data of the unplanned maintenance task.

Abstract: The present invention includes a virtual customer database system for delivering personalized services to a consumer operating a communication device. The virtual customer database system includes an administrator and a distributed database. The distributed database may be selectively loaded by the administrator with customer related information extracted from participating businesses. The distributed database includes secure databases associated with each participating business and a public participant database. The administrator may process push and pull service requests by selectively querying the distributed database. Sensitive customer specific information may remain with each corresponding participating business while responses to the requests may include personalized customer specific information provided via a common interface standard.

Abstract: A system for managing orders for products, including goods and services, which dynamically creates processes for providing those products has been developed. This order management system creates the processes from pre-defined tasks when the order is received. By operating in this manner, the order management system dynamically creates processes, even for new or changed products and services, and provides a foundation for the process automation and the human workflow that may be required to provision an order. The order management system may include a database, which includes a data structure that enables the functionality of the order manager and stores information relating to products, building blocks, and tasks, including the relationships among the products, building blocks, and tasks. The data structure generally includes a task entity class, a building block entity class, and an order mapping entity class.

Abstract: Embodiments of the invention provide apparatuses, computer media, and methods for obtaining a rule component from a legacy application and subsequently generating an intermediate state expression from a legacy rule of the rule component. The intermediate state expression is converted to a target rule, which is utilized by the target application. Also, a data component is obtained from the legacy application, and an intermediate data element is generated from a legacy data element. The intermediate data element is converted to a target data element that may be accessed by the target application when executing the target rule. A vocabulary item is extracted from the rule component. The vocabulary item is aggregated with the intermediate state expression to form the target rule. The target rule is subsequently deployed to the target application.

Abstract: “Context” of an environment or area is considered to be one or more characteristics of the environment or area, manifested by the presence of various types of equipment or devices. Detection of various types of devices and equipment in a localized area is by way of short-range wireless signals over which data about the devices is transmitted to one or more subscriber units. The subscriber units can forward context-determinative data and information to a service provider which can vicariously use the equipment or devices in the area via the subscriber device.

Abstract: A method of benchmark testing, using test data, a component of a first computer system, using an additional computer system to restore said data.

Abstract: Techniques for providing blocks of data to a remote computer system for insertion into a computer-generated document residing on the remote computer system. The techniques include identifying, in the central network-accessible computer system, a plurality of blocks of data, a source for obtaining current data for each of the blocks of data, and an identifier that uniquely identifies each of the blocks of data. In response to a request from the remote computer system received by the central network-accessible computer system for current data for a specified one of the plurality of blocks of data, the central network-accessible computer system transmits the requested current data for the block of data from the central network-accessible computer system to the remote computer system for insertion into a computer-generated document residing on the remote computer system.

Abstract: A method and system of planning modification of a configuration of an item of equipment supports an integrated approach toward managing one or more configuration modifications and planning and scheduling issues. Planning factors are tracked. One or more planning factors are relevant to a modification of a configuration of an item of equipment. A balanced configuration modification plan and schedule is arranged based on the planning factors. It is decided whether to institute the balanced configuration plan or at least a portion of the balanced configuration plan. The resources to carry out the balanced configuration plan are allocated.

Abstract: A method and system for maintaining an item of equipment supports the provision of predictive maintenance in a manner which eliminates or reduces downtime of the equipment. The method includes tracking performance data on the equipment or a particular component of the equipment. At least one required maintenance activity is predicted based upon the performance data with respect to a defined performance standard. Performance of the required maintenance activity is scheduled at a defined respective time based upon the prediction.

Abstract: A method for planning, scheduling and allocation of maintenance, repair and overhaul resources includes establishing the configuration definition database, establishing a maintenance task database based on the configuration, determining the resource requirements for the maintenance tasks, optimizing the deployment of resources for those maintenance tasks in a specified time window based on resource requirements, resource availability, current maintenance execution status of equipment and activity-based cost models, creating allocation transactions to assign the resources to the specific tasks and initiating the kitting of material.

Abstract: A system that includes a graphical user interface that may be used to access information contained in a database is provided. The graphical user interface includes a matrix of icons that correspond to elements in the database. Also hierarchical relationships are used for more compactly displaying multiple matrices associated with different subject categories. Moreover, by minimizing the size of the icons, a sufficient number of icons may be displayed in the matrix so as to establish an overall context of the elements in the database. Various techniques may be employed to highlight individual icons within the matrix while still preserving the overall context. In this manner, additional insight into the nature of the database may be gained. Further, the system can use translucence to allow detailed data to be superimposed on the matrix without impairing the viewing of the matrix's contents.

Abstract: Systems and methods for repair and operation planning are provided in order to maximize efficiency of a company. The speed in repairing equipment and the availability of spare parts are vital in order to maintain a client base. The systems and methods provided analyze the spare parts repair history and other factors in order to integrate many departments of a company.

Abstract: A system and method for determining compliance for one or more information technology services may generate on the spot compliance reports based on real-time data. Compliance data may be retrieved or received from a variety of sources including incident diagnostic utilities, manual data entry and third-party software or applications. A compliance system and method may monitor the data being generated from each of the various sources in a real-time fashion, generating compliance information based thereon.

Abstract: Among other things, processing an incoming message stream includes storing context data of an application in a global database. Various messages from the incoming message stream are placed in an in-memory message queue. One of at least a first and a second phases at a first process is executed, and another of the at least first and second phases at a second process is also executed, so as to alternately execute a first phase and a second phase by a first process and a second process. The first phase includes processing at least one message from the various messages and storing at least one corresponding result in a local memory area. The first phase also includes storing al least one modification to the context data in the local memory area. The second phase includes performing a transaction of the at least one result and the at least one modification of the context data to the global database and committing the transaction.

Abstract: A system and method for providing support assistance and guidance include the creation of process maps and use of such maps in a service application. Process maps may be created using a creation tool that embeds interactive features in process steps. The interactive features may include the activation of an application, linking of a website and/or the display of an image or document. Process maps may be associated with clients/customers, applications and/or issue categories. Users may use and follow the process map to aid customers in resolving various issues such as technical questions and troubleshooting. Tracking and logging components may be used to track information relating to a case including the interactions of a support personnel and/or information entered. Compliance may also be measured based on, for example, an amount of time spent on various processes. Change management system may also be used to manage changes made to process maps.

Abstract: Systems and methods are provided as pieces of the end-to-end resilience capability such as impact assessments, continuity plans and monitoring/alert technologies. Various disclosed systems and methods may be used to leverage technology in conjunction with consulting services to optimize the creation, maintenance and execution of business resilience. Select systems and methods utilize a diagnostic risk atom tool to connect an enterprise risk assessment that can be associated with a risk mitigation strategy and action plans that are triggered based on alerts and notification methods tied to an individual's role, responsibility and assets that they manage.

Abstract: A unified online marketplace storefront may be used to sell items from multiple vendors. Managing a multi-vendor online sales channel may involve receiving, from each of a number of sellers, information describing one or more items for sale. The items for sale may be presented to potential buyers through a unified storefront on an online marketplace. The unified storefront can mask identities of the sellers and present a consistent interface to the potential buyers. The managing of the online sales channel also may involve receiving an order from a buyer to purchase an item through the unified storefront, and taking flash title to the sold item prior to fulfilling the buyer's order.

Abstract: A service authorizer system for pushing and pulling data service authorization requests to wireless terminals is disclosed herein. The wireless terminal or a service authorization server may generate requests for authorization. The wireless terminal may generate a request for authorization that is sent to the service authorization server, which generates a multi-modal response and transmits the multi-modal response to the user. The service authorization server may also generate a multi-modal request for authorization that is sent to the wireless terminal.