Abstract: The invention relates to a computer-implemented system and method for providing data services to a user via a best fit data matching application programming interface (API). The method may comprise exposing to the user, via the API, data services that are available electronically to the user. The data services are invoked with a query comprising a set of parameters. An automated query processing service is used to automatically analyze the parameters and match the parameters to a best electronic data source among a plurality of electronic data sources using a metadata store. The step of matching the parameters to the best electronic data source is based on a data quality metric, a date range and user permissions. The retrieved dataset, which is automatically presented to the user electronically via the API, can also be customized to include client-specific data elements.

Abstract: The invention relates to a computer-implemented system and method for providing data services to a user via a best fit data matching application programming interface (API). The method may comprise exposing to the user, via the API, data services that are available electronically to the user. The data services are invoked with a query comprising a set of parameters. An automated query processing service is used to automatically analyze the parameters and match the parameters to a best electronic data source among a plurality of electronic data sources using a metadata store. The step of matching the parameters to the best electronic data source is based on a data quality metric, a date range and user permissions. The retrieved dataset, which is automatically presented to the user electronically via the API, can also be customized to include client-specific data elements.

Abstract: Methods and apparatus are provided for variable wait treatments for requests enqueued in one or more queues. A request in a resource allocation system is processed by assigning the request to a queue and selecting a wait treatment for the request based on one or more characteristics of the queue. The characteristics may include, for example, a predicted wait time for servicing the request. A request in a resource allocation system is processed by assigning the request to a queue; determining a predicted wait time for servicing the request; selecting a wait treatment for the request based on one or more characteristics of the queue; transferring the request to an announcement server for a transfer duration for presentation of the selected wait treatment; and reassessing the predicted wait time upon completion of the transfer duration. The request can be assigned to an available resource based on the reassessed predicted wait time.

Abstract: Methods and apparatus are provided for dynamically reallocating a preferred request in one or more specific queues to one or more generic queues. A preferred request in a specific queue can be reallocated to another queue. A specific queue is monitored to determine if a service level target will be satisfied. Thereafter, the preferred request is dynamically reallocated to another queue if the service level target will not be satisfied. The specific queue may be one of a plurality of queues, each having an assigned service level target. A performance level of the specific queue can be evaluated relative to the service level target. For example, the service level target can be a predicted wait time.

Abstract: A method for fault tolerance and fault recovery in multiprocessor systems that concurrently manage queues is disclosed. The illustrative embodiment comprises a plurality of servers, a queue of jobs to be assigned to the servers, and two queue managers—a primary unit and a secondary unit—such that the secondary fills in for the primary unit while the primary unit is down. The illustrative embodiment provides for smooth transitions from the normal state into the failure state and back into the normal state without losing jobs or violating the queue discipline of the system.

Abstract: Methods and apparatus are provided for allocating a resource to enqueued requests using a predicted wait time that is based on a prior contribution of the resource to service the requests in a particular queue. A resource is allocated to one of a plurality of requests. Each request is stored in at least one of a plurality of queues, each having a predicted wait time. Once it is determined that the resource has become available, the predicted wait times of the queues are updated based on a prior contribution of the resource to the queues; a performance level of each of the queues relative to one or more service level targets; and the resource is assigned, in response to the determination, to the request based on the evaluation. The service level targets can include one or more thresholds for the predicted wait time. The predicted wait time is based on a prior contribution of the resource to servicing one or more of the queues.

Abstract: Methods and apparatus are provided for allocating resources in a distributed environment. The disclosed resource allocation techniques make resource allocation decisions when resources become available. A resource becomes available when the resource completes its previous work or becomes activated. Once it is determined that a resource has become available, the available resource is assigned to an appropriate request. The requests may be stored, for example, in a queue of requests. The available resource may be assigned to an appropriate request based on one or more predefined criteria, such as to service a request associated with a service class having the “greatest need.” The resources may be, for example, a plurality of call agents that are associated with a call center.

Abstract: A method for fault tolerance and fault recovery in multiprocessor systems that concurrently manage queues is disclosed. The illustrative embodiment comprises a plurality of servers, a queue of jobs to be assigned to the servers, and two queue managers—a primary unit and a secondary unit—such that the secondary fills in for the primary unit while the primary unit is down. The illustrative embodiment provides for smooth transitions from the normal state into the failure state and back into the normal state without losing jobs or violating the queue discipline of the system.

Abstract: A method for fault tolerance and fault recovery in multiprocessor systems that concurrently manage queues is disclosed. The illustrative embodiment comprises a plurality of servers, a queue of jobs to be assigned to the servers, and two queue managers—a primary unit and a secondary unit—such that the secondary fills in for the primary unit while the primary unit is down. The illustrative embodiment provides for smooth transitions from the normal state into the failure state and back into the normal state without losing jobs or violating the queue discipline of the system.

Abstract: Methods and apparatus are provided for variable wait treatments for requests enqueued in one or more queues. A request in a resource allocation system is processed by assigning the request to a queue and selecting a wait treatment for the request based on one or more characteristics of the queue. The characteristics may include, for example, a predicted wait time for servicing the request. A request in a resource allocation system is processed by assigning the request to a queue; determining a predicted wait time for servicing the request; selecting a wait treatment for the request based on one or more characteristics of the queue; transferring the request to an announcement server for a transfer duration for presentation of the selected wait treatment; and reassessing the predicted wait time upon completion of the transfer duration. The request can be assigned to an available resource based on the reassessed predicted wait time.

Abstract: Methods and apparatus are provided for allocating a resource to enqueued requests using a predicted wait time that is based on a prior contribution of the resource to service the requests in a particular queue. A resource is allocated to one of a plurality of requests. Each request is stored in at least one of a plurality of queues, each having a predicted wait time. Once it is determined that the resource has become available, the predicted wait times of the queues are updated based on a prior contribution of the resource to the queues; a performance level of each of the queues relative to one or more service level targets; and the resource is assigned, in response to the determination, to the request based on the evaluation. The service level targets can include one or more thresholds for the predicted wait time. The predicted wait time is based on a prior contribution of the resource to servicing one or more of the queues.

Abstract: Methods and apparatus are provided for dynamically reallocating a preferred request in one or more specific queues to one or more generic queues. A preferred request in a specific queue can be reallocated to another queue. A specific queue is monitored to determine if a service level target will be satisfied. Thereafter, the preferred request is dynamically reallocated to another queue if the service level target will not be satisfied. The specific queue may be one of a plurality of queues, each having an assigned service level target. A performance level of the specific queue can be evaluated relative to the service level target. For example, the service level target can be a predicted wait time.

Abstract: Methods and apparatus are provided for dynamically adjusting the configuration of one or more resources in a resource allocation system. One or more capabilities of a resource managed by a resource allocation system can be dynamically updated. Once it is determined that the resource has become available, the resource can be assigned, in response to the determination, to the request based on the one or more updated capabilities. The capability updates can be received, for example, from an external system or can be based on one or more rules that are triggered based on predefined conditions.

Abstract: Methods and apparatus are provided for allocating resources to requests enqueued in a plurality of specific and non-specific queues. A resource is allocated to one of a plurality of requests. Each request is stored in at least one of a plurality of queues including at least one specific queue and at least one non-specific queue, each having an assigned service level target. Once it is determined that the resource has become available, a performance level of each of the specific and non-specific queues is evaluated relative to the service level targets; and the resource is assigned, in response to the determination, to the request based on the evaluation. Service level targets and predictive allocation techniques are applied to specific queues.

Abstract: A method for fault tolerance and fault recovery in multiprocessor systems that concurrently manage queues is disclosed. The illustrative embodiment comprises a plurality of servers, a queue of jobs to be assigned to the servers, and two queue managers—a primary unit and a secondary unit—such that the secondary fills in for the primary unit while the primary unit is down. The illustrative embodiment provides for smooth transitions from the normal state into the failure state and back into the normal state without losing jobs or violating the queue discipline of the system.

Abstract: Methods and apparatus are provided for allocating resources in a distributed environment. The disclosed resource allocation techniques make resource allocation decisions when resources become available. A resource becomes available when the resource completes its previous work or becomes activated. Once it is determined that a resource has become available, the available resource is assigned to an appropriate request. The requests may be stored, for example, in a queue of requests. The available resource may be assigned to an appropriate request based on one or more predefined criteria, such as to service a request associated with a service class having the “greatest need.” The resources may be, for example, a plurality of call agents that are associated with a call center.

Abstract: An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each workflow. Queued work items are automatically assigned to a next available agent based on an activity state. A short-term predictor provides early detection of work items that are at risk of failing to meet their commitments. A long-term predictor detects backlogs of work items where excessive delays in queue are likely to put work items at risk of failing to meet their commitments. An activity's state can also cause additional reserve and backup agents to be assigned to it, to service work items from its queue before their commitments are missed.

Abstract: An automated method for servicing a plurality of work items within committed times. A workflow including two or more work activities is assigned for each of the plurality of work items and a commitment is assigned either to each workflow or to each work item in each workflow. Queued work items are automatically assigned to a next available agent based on an activity state. A short-term predictor provides early detection of work items that are at risk of failing to meet their commitments. A long-term predictor detects backlogs of work items where excessive delays in queue are likely to put work items at risk of failing to meet their commitments. An activity's state can also cause additional reserve and backup agents to be assigned to it, to service work items from its queue before their commitments are missed.