Abstract: Approaches presented herein enable assignment of translated work to an agent in a support environment based on a confidence factor that measures accuracy of translation and an agent's language skill. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming communication is translated into one or more natural languages and each language translation is assigned a translation score based on a confidence of translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the communication is assigned to an agent that has a confidence factor greater than a predetermined threshold confidence factor. In another approach, the communication is only assigned if a rule optimizing agent availability and risk of constrained resources is satisfied.

Abstract: An approach to control workflow so that a relatively high priority work item can sometimes be automatically controlled by software to interrupt work being performed, by one or more resource unit(s), on a relatively lower priority work item. The analysis for deciding whether or not an interruption occurs depends upon interruptibility scalars (that is, interruptibility quotients and/or factors) and interruptibility threshold(s).

Abstract: Approaches presented herein enable assignment of translated work to an agent in a customer support environment based on a confidence factor that measures accuracy of translation and an agent's language skill. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming customer communication is translated into one or more natural languages and each language translation is assigned a translation score based on a confidence of translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the customer communication is assigned to an agent that has a confidence factor greater than a predetermined threshold confidence factor. In another approach, the communication is only assigned if a rule optimizing agent availability and risk of constrained resources is satisfied.

Abstract: Approaches presented herein enable assignment of translated work to an agent in a support environment based on a confidence factor that measures accuracy of translation and an agent's language skill. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming communication is translated into one or more natural languages and each language translation is assigned a translation score based on a confidence of translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the communication is assigned to an agent that has a confidence factor greater than a predetermined threshold confidence factor. In another approach, the communication is only assigned if a rule optimizing agent availability and risk of constrained resources is satisfied.

Abstract: Approaches presented herein enable assignment of translated work to an agent in a customer support environment based on a confidence factor that measures accuracy of translation and an agent's language skill. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming customer communication is translated into one or more natural languages and each language translation is assigned a translation score based on a confidence of translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the customer communication is assigned to an agent that has a confidence factor greater than a predetermined threshold confidence factor. In another approach, the communication is only assigned if a rule optimizing agent availability and risk of constrained resources is satisfied.

Abstract: Approaches presented herein enable assignment of translated work to an agent in a customer support environment based on a confidence factor that measures accuracy of translation and an agent's language skill. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming customer communication is translated into one or more natural languages and each language translation is assigned a translation score based on a confidence of translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the customer communication is assigned to an agent that has a confidence factor greater than a predetermined threshold confidence factor. In another approach, the communication is only assigned if a rule optimizing agent availability and risk of constrained resources is satisfied.

Abstract: Approaches presented herein enable assignment of translated work to an agent in a customer support environment based on a confidence factor that measures accuracy of translation and an agent's language skill. Specifically, agent proficiencies in a set of natural languages are measured and scored. An incoming customer communication is translated into one or more natural languages and each language translation is assigned a translation score based on a confidence of translation. The skill score and translation score are utilized to calculate a confidence factor for each language. In one approach, the customer communication is assigned to an agent that has a confidence factor greater than a predetermined threshold confidence factor. In another approach, the communication is only assigned if a rule optimizing agent availability and risk of constrained resources is satisfied.

Abstract: An approach for evaluating at least one problem report based on keyword parameters of the at least one problem report is provided. According to at least one aspect, the approach comprises determining problem symptoms of at least one problem report based on keywords of the problem symptoms. The approach further comprises comparing the keywords of the problem symptoms with skills of a symptom skills table in a computer data structure so as to rank a match of available skills to address the at least one problem report, wherein a rank is determined by closeness of match between the skills of the symptom skills table and the keywords of the problem symptoms to address the at least one problem report. The approach further comprises generating work assignments based on the ranked match of available skills.

Abstract: An approach for resource scheduling of teams based on historic performance evaluations of projects of the teams. In one aspect, the approach comprises monitoring resource skills of one or more teams based on historical performance of previous problems solved by the one or more teams. The approach further comprises, evaluating success rates of the one or more team's effectiveness in utilizing the resource skills based on the historical performance of the previous problems solved. The approach further comprises determining a resource schedule for a new problem solved by the one or more teams based on the success rates of the team's effectiveness in utilizing the resource skills of the previous problems solved. The approach further comprises modifying the determined resource schedule based on altered conditions of the success rates of the one or more team's effectiveness in utilizing the resource skills over a duration of time.

Abstract: An approach to control workflow so that a relatively high priority work item can sometimes be automatically controlled by software to interrupt work being performed, by one or more resource unit(s), on a relatively lower priority work item. The analysis for deciding whether or not an interruption occurs depends upon interruptibility scalars (that is, interruptibility quotients and/or factors) and interruptibility threshold(s).

Abstract: A case-based reasoning system includes a case database capable of storing a plurality of cases that each include one or more attributes. A view generator in the case-based reasoning system generates a view of the case database by representing each case within at least a selected subset of the plurality of cases within the case database with one or more uniform-length view tokens. An input parser in the case-based reasoning system provides a tokenized representation of an input incident that includes one or more input tokens. The case-based reasoning system further includes a search engine that compares the input tokens with the view tokens to identify one or more closely matching cases within the view. By searching the view rather than directly searching the case database, cases that closely match the input are efficiently identified.