Abstract: Methods, systems, and apparatus, including computer programs encoded on computer storage media, for determining true utilization based on productive behaviors of operators in a digital environment. One of the methods includes automatically determining productivity for each of multiple users of an organization. Timing data for a user is received that indicates available work time for the user. Interaction data is received for the user for interactions by the user during the available work time for the user. Productivity rules for an organization of the user are received that define productivity of interactions by users of the organization. Productivity of interactions of the user is determined based on the interaction data and the productivity rules. True utilization for the user is determined based on the productivity of the interactions and the timing data. Action data is generated based on the determined true utilization action is taken based on the action data.

Abstract: Methods, systems, and apparatus, including computer programs encoded on computer storage media, for determining focus events. One of the methods includes determining time spent by a user. A sequence of events occurring in multiple software services being accessed by a user is tracked. The sequence of events includes one or more events from each case of a group of cases handled by the user. Using information extracted from one or more interactions of the user with at least one service, focus events are determined that identify which case in the group of cases is being worked on by the user at various points in time, each focus event having a focus event duration. Using the extracted information, each focus event of the focus events is assigned to a particular case. A total period of time spent by the user on the particular case is determined based on a sum of focus events durations for the focus events assigned to the particular case.

Abstract: Methods and systems for dynamic and automatic allocation of resources are provided. One of the methods includes: generating multiple task performance agendas, where each task performance agenda describes a particular assignment of each task in a set of tasks to an agent in a group of agents; for each task performance agenda, (1) generating a task performance utility, (2) generating an agent satisfaction utility, and (3) determining an aggregate utility for the task performance agenda based, at least in part, on the task performance utility and the agent satisfaction utility for the task performance agenda; selecting a preferred task performance agenda from the multiple task performance agendas based, at least in part, on the aggregate utility for the selected task performance agenda; and assigning the set of tasks to the group of agents in accordance with the selected task performance agenda.

Abstract: Methods, systems, and apparatus, including computer programs encoded on computer storage media, for resolving inconsistencies in information graphs.

Abstract: Methods, systems, and apparatus, including computer programs encoded on computer storage media, for identifying user-specific values for entity attributes. One of the methods includes maintaining data representing a particular cluster of a plurality of claims about a particular entity, wherein each claim is an assertion by a respective claimant about an attribute value of the particular entity; receiving a request for a value of a particular attribute of the particular entity that has been submitted by a requesting user; determining, from attribute values for the particular attribute identified by the claims in the particular cluster, a user-specific attribute value for the particular attribute value; and providing the user-specific attribute value in response to the request.