Patents by Inventor Ofer Matan
Ofer Matan 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: 7788286Abstract: A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.Type: GrantFiled: January 18, 2005Date of Patent: August 31, 2010Assignee: Verint Americas Inc.Inventors: Illah Nourbakhsh, Ofer Matan, Jason Fama, Scott Veach, Edward Hamilton, Alex Fukunaga
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Patent number: 7752508Abstract: A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.Type: GrantFiled: October 8, 2007Date of Patent: July 6, 2010Assignee: Verint Americas Inc.Inventors: Cheryl Hite, Tyler Morse, Ofer Matan, Tiffany Boehmer, Illah Nourbakhsh, Serdar Uckun, Jason Fama, Edward Reusser, Gregory Fichtenholtz, Simon Shvarts
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Patent number: 7478051Abstract: A method and apparatus for long-range planning. One embodiment includes a method for long-range planning for staffing in a complex environment, such as a contact center. The method includes defining at least one employee profile, wherein an employee profile comprises a group of employees that have the same skills, and wherein defining comprises specifying characteristics, including a skill set and an efficiency percentage. The method further includes defining at least one queue, specifying at least one criteria to be satisfied by a long-range staffing plan, and calculating an effect of staffing the at least one queue with the at least one employee profile, wherein the calculated effect includes a service level for the at least one queue, and an effective cost per hour.Type: GrantFiled: July 5, 2001Date of Patent: January 13, 2009Inventors: Illah Nourbakhsh, Tyler Morse, David Andre, Ofer Matan
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Publication number: 20080091984Abstract: A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.Type: ApplicationFiled: October 8, 2007Publication date: April 17, 2008Inventors: Cheryl Hite, Tyler Morse, Ofer Matan, Tiffany Boehmer, Illah Nourbakhsh, Serdar Uckun, Jason Fama, Edward Reusser, Gregory Fichtenholtz, Simon Shvarts
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Patent number: 7281173Abstract: A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.Type: GrantFiled: November 15, 2005Date of Patent: October 9, 2007Assignee: Witness Systems, Inc.Inventors: Cheryl Hite, Tyler Morse, Ofer Matan, Tiffany Boehmer, Illah Nourbakhsh, Serdar Uckun, Jason Fama, Edward Reusser, Gregory Fichtenholtz, Simon Shvarts
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Publication number: 20060158336Abstract: A system for home and home occupant monitoring that requires near-zero set-up time and set-up expertise, and provides for both authentication, security and semantically meaningful interpretation of home activity.Type: ApplicationFiled: January 3, 2006Publication date: July 20, 2006Inventors: Illah Nourbakhsh, Ofer Matan
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Publication number: 20060053340Abstract: A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.Type: ApplicationFiled: November 15, 2005Publication date: March 9, 2006Inventors: Cheryl Hite, Tyler Morse, Ofer Matan, Tiffany Boehmer, Illah Nourbakhsh, Serdar Uckun, Jason Fama, Edward Reusser, Gregory Fichtenholtz, Simon Shvarts
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Patent number: 6959405Abstract: A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.Type: GrantFiled: April 18, 2001Date of Patent: October 25, 2005Assignee: Blue Pumpkin Software, Inc.Inventors: Cheryl Hite, Tyler Morse, Ofer Matan, Tiffany Boehmer, Illah Nourbakhsh, Serdar Uckun, Jason Fama, Edward Reusser, Gregory Fichtenholtz, Simon Shvarts
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Patent number: 6952732Abstract: A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.Type: GrantFiled: April 30, 2001Date of Patent: October 4, 2005Assignee: Blue Pumpkin Software, Inc.Inventors: Illah Nourbakhsh, Ofer Matan, Jason Fama, Scott Veach, Edward Hamilton, Alex Fukunaga
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Publication number: 20050125439Abstract: A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.Type: ApplicationFiled: January 18, 2005Publication date: June 9, 2005Inventors: Illah Nourbakhsh, Ofer Matan, Jason Fama, Scott Veach, Edward Hamilton, Alex Fukunaga
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Publication number: 20030009520Abstract: A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.Type: ApplicationFiled: April 30, 2001Publication date: January 9, 2003Inventors: Illah Nourbakhsh, Ofer Matan, Jason Fama, Scott Veach, Edward Hamilton, Alex Fukunaga
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Publication number: 20020157043Abstract: A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.Type: ApplicationFiled: April 18, 2001Publication date: October 24, 2002Inventors: Cheryl Hite, Tyler Morse, Ofer Matan, Tiffany Boehmer, IIIah Nourbakhsh, Serdar Uckun, Jason Fama, Edward Reusser, Gregory Fichtenholtz, Simon Shvarts
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Publication number: 20020143599Abstract: A method and apparatus for long-range planning. One embodiment includes a method for long-range planning for staffing in a complex environment, such as a contact center. The method includes defining at least one employee profile, wherein an employee profile comprises a group of employees that have the same skills, and wherein defining comprises specifying characteristics, including a skill set and an efficiency percentage. The method further includes defining at least one queue, specifying at least one criteria to be satisfied by a long-range staffing plan, and calculating an effect of staffing the at least one queue with the at least one employee profile, wherein the calculated effect includes a service level for the at least one queue, and an effective cost per hour.Type: ApplicationFiled: July 5, 2001Publication date: October 3, 2002Inventors: Illah Nourbakhsh, Tyler Morse, David Andre, Ofer Matan
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Patent number: 5487117Abstract: Apparatus and processes are described for the automatic recognition of alphanumeric images. A set of cuts are made to the image which include incorrect segmentations. The resulting "cells" comprising in their totality the created segments of the image are then analyzed to determine which cells are legal neighbors and which are not. All cells which are legal neighbors are then presented as connected nodes. A pruning of nodes which are related to certain predetermined image cuts is effected. Each set of remaining connected nodes is then presented to a recognizer which identifies the image and assigns a specified probability to the output. Many cells which are not legal neighbors are thereby not presented to the recognizer, thus saving substantially on computations per recognized image.Type: GrantFiled: October 11, 1994Date of Patent: January 23, 1996Assignee: AT&T CorpInventors: Christopher J. Burges, Yann A. Le Cun, Ofer Matan
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Patent number: 5253304Abstract: Segmentation of characters in a character set (10), made by placing a dark mark against a light background (12), is accomplished by establishing a vertical pixel projection for each pixel column in the image. The vertical pixel projections are filtered with a decay parameter so those pixel columns which contain only background have the highest projection. Thereafter, a set of "cut-points" (points of image segmentation) is obtained so that each cut-point coincides with a pixel column whose vertical pixel projection is both a local maxima and exceeds a predetermined threshold. The number of such cut-points is counted and if the number is not significantly greater than a predetermined number, the image is segmented along the cut-points. Otherwise, the vertical projections of those pixel columns coincident with the cut-points are filtered with a decreasing threshold to reduce the number of potential cut-points.Type: GrantFiled: November 27, 1991Date of Patent: October 12, 1993Assignee: AT&T Bell LaboratoriesInventors: Yann A. LeCun, Ofer Matan, William D. Satterfield, Timothy J. Thompson