Abstract: New functions for a contact center system include: testing user's comprehension of informational messages with a quiz; capturing insight of superior users having a KPI score above a threshold by having those users submit information on why they perform so well; dynamically ordering solutions to issues by re-ranking the solutions periodically based on recency and frequency; integrating information for use by a contact center representative while online with a customer and information for use when not online; storing content items in a telecommunications industry taxonomy; directing user feedback on a content item to the proper owner/manager of that content; communicating solution information using a solutions taxonomy; displaying a dual information system having a CRM application as well as reference material that is context-appropriate; enforcing completion of a group of templates when creating a content item to be published; ensuring a group of templates for a content item are complete before publishing them

Abstract: Methods and systems for generating mainframe computer code are provided. Collections of code segments for implementing common input and output operations and error handling operations are linked to an application development platform. Developers identify attributes of input and output operations. The application development platform may then search the collections to locate appropriate input and output operation and error handling operation code segments and generate a template that includes them. The developer may then add code to implement business logic and generate a mainframe application program.

Abstract: A compressed experiential learning system is created by determining high-level goals and objectives, determining roles and objectives for each role, developing a learning environment including physical and technical components, developing an instructional environment, and creating evaluation plans.

Abstract: Methods and systems for assigning work to account collectors and monitoring and tracking work performed by account collectors are provided. Files containing account information are parsed by a computer device to extract account data. A computer device then accesses a set of rules that govern assignments and priorities and processes the account information with the set of rules. The account information is then placed into a database with account collector assignments and priorities determined by the rules. Accountant collectors also provide status updates so that a variety of real time reports can be generated.

Abstract: A system is disclosed that provides a goal based learning system utilizing a rule based expert training system to provide a cognitive educational experience. The system provides the user with a simulated environment that presents a business opportunity to understand and solve optimally. Mistakes are noted and remedial educational material presented dynamically to build the necessary skills that a user requires for success in the business endeavor. The system utilizes an artificial intelligence engine driving individualized and dynamic feedback with synchronized video and graphics used to simulate real-world environment and interactions. A robust business model provides support for realistic activities and allows a user to experience real world consequences for their actions and decisions and entails realtime decision-making and synthesis of the educational material. Techniques for process sensitive help are also integrated into the system to provide contextual examples to guide a user in performing a task.

Abstract: A system is disclosed for supporting interactive presentations to a customer. A customer characteristic is received from a sales representative presentation device. A presentation data is extracted from a sales force automation tool wherein the presentation data is tailored to the customer based on the customer characteristic. The presentation data is transmitted to the sales representative presentation device.

Abstract: A process for increasing profits of a business engaged in the purchase of large numbers of products and/or products of volatile pricing from numerous vendors that operates to identify pricing errors, preferably typically before payment, by automatically reviewing all invoices typically in the order they are received to determine a best system price for each line item of each invoice by reference to pricing factors such as volume discount, seasonal pricing, price protection, commodity pricing, competition pricing, and cash discount recorded in memory for the subject item and reference to payment history data, accounts payable data and invoice data. From the pricing factors and associated data, a best system price is determined and compared to the invoice price for the item so that pricing errors are automatically uncovered and, if appropriate, flagged to identify the same as an exception for warning or notification.

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: 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: “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: 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 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: 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.