Abstract: A method may include defining an avatar as information related to at least one of communication, skills, responsibilities, experience, physical location, availability, workload, or history of work success. The avatar may be registered in an enterprise and interaction with a service may occur based on the information defining the avatar.

Abstract: The application discloses multi-iterative crowdsourcing systems and methods. Improvements and validations of a crowdsourced job are integrated into the execution process. A job is completed in multiple iterations, with incentives, including reputation enhancements, being provided to users at each iteration. The crowdsourcer has the flexibility to determine the number of iterations, the duration of a job and the incentives and reputation enhancements for each iteration and function.

Abstract: A method, computer program product, and computer system for intelligently assigning a work task to an agent. From a database, the computer system retrieves information of a location of the work task and information of agent locations determined by a satellite navigation system. The computer system selects one or more candidate agents who are within a predetermined range of the location of the work task, based on the agent locations determined by the satellite navigation system. Retrieving network node data and location information of routers or repeaters in a network, the computer system determines locations of the one or more candidate agents. The computer system chooses a best available agent for the work task from the one or more candidate agents, based on the location of the work task and the locations of the one or more candidate agents.

Abstract: Technician control, in which a control system is configured to control scheduling and dispatch operations for work orders being handled by technicians. Multiple technician devices are each associated with one or more technicians, are configured to communicate, over a network, with the control system, and also are configured to provide output in response to communications that are received from the control system and that are related to the scheduling and dispatch operations performed by the control system. A set of scheduling configuration options may be pre-defined and user input weighting at least one of the scheduling configuration options relative to other of the scheduling configuration options may be received. A scheduling application used by the control system to perform scheduling operations may be configured based on configuration data that reflects the weighting and scheduling operations may be performed using the configured scheduling application.

Abstract: A workflow system allows a user to define dispatch forms for use by workers working on jobs of various job types. A dispatch form is a combination of the form and a query for selecting jobs. A query specifies a criterion for matching jobs by specifying a field of the form and a corresponding data value. When a worker accesses a dispatch form via a mobile device, the query of the dispatch form is sent to a data store to access the data of jobs that are ready to be dispatched to that worker. The worker can then update the data of a job using the form of the dispatch form that has been deployed to the mobile device of that worker. As the data store is updated, queries for dispatch forms for other workers will indicate that the job is now ready to be dispatched to them.

Abstract: A method and system for grouping events is provided in which a plurality of base groups (303) each define a set of event points. Combined groups (304) have a set of event points defined by the combination of the event points in combining groups. The combination may be by a union of groups or an exclusion of groups and may combine base groups (303) and/or combined groups (304) together. The method and system activate or deactivate groups to enable or disable the generation of events defined by the event points in a group. The generation of events may record event instances (306) of the event points for analysis, to provide an alert for an event instance of predetermined value, to trigger a further event or activity, or to publish the event instances for the event points.

Abstract: Computer-implemented methods are disclosed to enhance implementation of a project where materials and services need to be provided at multiple locations and/or at multiple times. Using computer systems and communication networks, similar tasks to be iteratively performed are concentrated or collected in a task group. Electronic request transmissions are sent to providers identified to provide the materials and services, electronic responses to the requests are elicited from the providers, and the responses are automatically reviewed to determine that providers will provide the materials as needed. Criteria may be specified and used to automatically rank suitability of the one or more providers that may be used, and one or more objectives may be specified to automatically generate a schedule including the providers to be used.

Abstract: A server calculates a first coefficient according to a degree of difficulty, a degree of urgency, a degree of importance of a task, and calculates an employee scope according to the first coefficient. The server selects a second list from the first list according to the employee scope, and calculates a second coefficient according to a required time and a prescribed time limit for finishing the task. The server selects a third list from the second list according to a workload of each employee in the second list and the second coefficient, and selects an employee from the third list to handle the task and notifies the employee.

Abstract: This dynamically active, skills collaboration system provides a comprehensive, skills-oriented posting and matching environment, an action-oriented engagement framework and an interactive project platform that supports virtual 24×7 connectivity from anywhere in the world with operational audit support.

Abstract: A solution for controlling a support center providing support in respect of a set of products is provided. A set of support requests are received each support request in the set of support requests for at least one of the set of products. For each support request: a service level is associated with the support request according to service level information of the corresponding user stored in the data processing system, a list of candidate agents is determined adapted to serve the support request among a plurality of agents according to characteristic information of the agents; a selected agent is selected for the support request among the candidate agents, the selected agent being adapted to meet the service level of the support request with the lowest reputation indicated by the reputation indicator of the agent; and the support request is allocated to the corresponding selected agent.

Abstract: Systems, devices, and methods are provided for workforce planning models. Technologies are described to manage human capital decisions. Decision making models and related tools are described that support the development and implementation of workforce strategies, programs and policies. In one model, resources may be allocated to specific practices (policies, programs, initiatives, organizational culture) used to attract and retain valued employees. Resources may be increased or decreased until the optimal allocation of resources is found that is most likely to enable the achievement of specific goals (e.g., attraction, retention, readiness, and representation).

Abstract: An embodiment of the invention provides a method for service management, wherein resources that have performed tasks in at least two of a first category, a second category, and at least one additional category are identified. A plurality of correlation sums are determined where the correlation sum includes at least two categories, wherein the correlation sums are added together to produce a correlation value. A correlation product for each correlation sum is calculated based on the respective correlation sum and the number of resources that have performed tasks with respect to the correlation sum. A quotient is calculated for each correlation sum based on the respective correlation product and the correlation value. The categories are grouped into clusters with a clustering module based on the quotients; and, resources are associated with the clusters based on task performance history of the resources.

Abstract: A system, computer program and computer-based method for managing casino operations. The system provides for employee management and information storage and retrieval for a significant number of casino operations. The system includes an attendance controller that receives, stores and displays attendance information for casino personnel. Casino personnel are issued cards that uniquely identify them and monitor them in the fulfillment of their roles. Players may also receive these types of cards, which can be used to record their casino activity and reward them for playing. The system provides for managing financial transactions between the player and entity. Touch screen devices, resident at casino tables, may be used to request and manage the table.

Abstract: A dispatching system adjusts resources to meet real-time changes in demand. When a customer requests service, a work assignment is generated and sent to an employee. When a customer cancels the requested service, a cancelation code is sent to the employee. The cancelation code informs the employee that the work assignment has been canceled.

Abstract: A process and system for the computer-implemented management of one or more target agreements with one or more parties to the agreement by means of a target agreement computer system are provided. Each of the target agreements may comprise at least one performance target, the performance target being a measurable target value to be achieved within a given or predetermined time span, where at the start of the time span an individual target agreement is defined and at the end of the time span the degree of achievement of each measurable target value and hence of each performance target is automatically determined and an incentive payment dependent thereon is calculated and distributed. A calculation module may be provided in which the definition of an assessment scale for determining the degree of achievement of the values is laid down, and a remuneration module may be provided in which the incentive payment belonging to an assessment resulting from the assessment module is laid down.

Abstract: A work support method is adapted to a work support apparatus having a skill information storage section to store skill information of workers, a work item information storage section to store work item information with respect to a work, and a work information storage section to store worker information of each work item with respect to the work. The work support method extracts a worker corresponding to each work item by referring to the skill information storage section and storing the extracted worker in the work information storage section, with respect to each work item stored in the work item information storage section, in response to a work order.

Abstract: Systems and methods of a job distribution platform for aggregating performance data in a worker profile for workers in performing crowd sourced tasks are disclosed. In one aspect, embodiments of the present disclosure include a method, which may be implemented on a system, of generating and storing performance data when a worker performs one or more tasks distributed online to their respective computing devices by a job distribution platform which crowd sources tasks over a network to remote workers. The tasks can span current jobs and a history of previous jobs distributed to the worker and the job performance data for the worker is collected for current and previous jobs. New jobs can be assigned to a worker selected based on performance data of the worker.

Abstract: Technology is described for the procurement of task services. In one example, the tasks can be obtained in a single package, such as by the steps of displaying a plurality of tasks and high-level parameters related to the tasks; receiving input to configure the high-level parameters with respect to the tasks; incorporating meta-data parameters with the high-level parameters using the processor; determining a fixed price for performing one or more of the tasks using the processor; and receiving input from the customer for ordering one or more of the tasks. Other examples include inspection regimes for improving efficiencies.

Abstract: A computer-implemented method for assigning a consultant to an enterprise system includes: receiving an input that indicates a need regarding an enterprise system; selecting, based on the input and using one or more processors, at least one of multiple task-object pairs as corresponding to the need, each of the task-object pairs including a task identifier and an object identifier, wherein the object identifier specifies an aspect of the enterprise system and the task identifier specifies a task performed on the aspect; selecting, in a consultant repository and using one or more processors, one or more consultant identifiers as being associated with the selected at least one task-object pair; and presenting the selected one or more consultant identifiers in response to the input.

Abstract: A computer identifies an available task assignment, which is location independent for completion, and determines if an assignee is available to perform work on the task assignment. The assignee's availability is based in part on information received from a mobile device of the assignee. When a change in availability is determined by the mobile device, the mobile device sends the assignee's availability information to the computer, indicating the change. If the computer determines that the assignee is available, then the computer sends the task assignment information to the mobile device of the assignee. If the computer determines the assignee is not available, then the computer sends the task assignment information to a delegate of the assignee. The computer monitors the completion of a task assignment. If the computer determines that a task assignment has not, or can not, be timely completed, then the task assignment is reassigned to a delegate.

Abstract: A method of scheduling at least one meeting for a consumer involves matching the consumer to a first professional of a plurality of professionals based on information associated with the consumer and the plurality of professionals, where the first professional is qualified to provide service to the consumer, scheduling a first meeting between the consumer and the first professional, and notifying the consumer and the first professional about the first meeting using information associated with the first meeting.

Abstract: A computer-implemented method for handling a microflow includes receiving a workflow request that includes a task associated with the workflow and a contact address associated with the task, performing an operation associated with receiving the workflow request that includes at least one of opening a communication session with the contact address and sending a response to the workflow request to the contact address. The method further includes storing the task, prioritizing the task, and performing an operation associated with execution of the workflow including at least one of opening a communications session with the contact address, sending a status associated with performance of the task, and sending a completion status of the task.

Abstract: Methods and systems are provided for an integrated approach to collections cycle optimization including optimizing personnel, communications, and collection resolutions, resulting in reducing the variability of the collections cycle, reducing instances of foreclosure in collections, while increasing borrower satisfaction with the collections process. Candidate loan officers are selected based on behavioral attributes, personnel history, and human resources information, among other factors. Scripts that improve the effectiveness of communication between loan collection staff and borrowers are generated. An optimized collection program to best suit the needs of a particular borrower is determined.

Abstract: Technology is described for customer exchange, route efficiency determinations, and new customer assignments. The method of customer exchange can include identifying a customer of an originating service provider; assessing a relative proximity of the customer with respect to location; receiving input from the originating service provider regarding their permission to trade the customer; reassigning the customer to the new service provider based on permission of the originating service provider the assessed relative proximity or location; and notifying the new service provider of an exchange of the customer using the processor.

Abstract: A system and method disclosed for using and updating a database of template responses for a live agent in response to user communications. The method includes computing an average string distance between each response from a live agent and a template, use to generate the response, modifying the computed average string distance based on a customer satisfaction score associated with each response and selecting a response that minimizes the computed average string distance and maximizes customer satisfaction. Upon receiving a further communication on a certain issue, the system presents a prototype response that has been added to the template database to the live agent for use in generating a response to the further communication that reduces handling time and increases customer satisfaction.

Abstract: A method and apparatus for improving efficiency and accuracy in event information exchange among users of navigation systems or other devices through wireless communication. The method includes the steps of: receiving information indicating an upcoming event, an event location, and participants thereof input by a user; checking a database storing data regarding types of event in response to the information input by the user to determine a type of the event; retrieving information regarding items required for the type of event determined and generating a template including a list of what items to bring by the participants of the event; and sending the template to the participants of the event through wireless communication.

Abstract: A system (and method) for optimizing utilization of a human resource, including determining an emotional state or a physical state of the human resource, and determining whether the emotional state or the physical state of the human resource corresponds to a task.

Abstract: In a method for selecting a worker to whom to suggest a task, a set of workers is selected initially, each having LCS and RSC values derived from prior performances of the task. A game score is acquired for each worker, wherein each game score is a measurement of the level of a cognitive aptitude which is needed to perform the task. A given worker of the initial set is placed into a task performance candidate set, only if the game score of the given worker is no less than the LCS of the given worker. The method further comprises selectively processing data provided collectively by the LCS and the RSC of each worker in the candidate set, in order to select one of the workers in the candidate set to whom to recommend the specified task.

Abstract: A system and method of managing leads by filtering, distributing and routing leads to a representative using business intelligence.

Abstract: An experience information processing apparatus for a social networking service, includes an ontology unit for providing a social ontology including social connection information and location information of a user and a service ontology including web service information, service location information and tag information. Further, the experience information processing apparatus includes an experience information management unit for extracting experience information content having location information from a plurality of mobile devices, classifying the extracted experience information content using the ontology unit to establish an experience information database, and searching the established experience information database based on the location information in response to a request from the mobile device to provide a social media service by linking the social connections information, the location information, and the tag information.

Abstract: A system, method, and article of manufacture for online crowd-sourcing and for communicating with a requester and with several of workers, the system includes a central controller that communicates with each requester via an interface, to receive the task(s) to be performed and to provide a response for that task(s), and with each worker via an interface, to deliver task assignments and to receive responses, the central controller further including a task assignment system that is structured and arranged to insert tasks to be performed into a priority queue multiple times and to push a next task in the priority queue to a selected worker based on information about the selected worker; and a data storage device for storing information about workers that includes a worker identification, a worker skill level, a worker accuracy rating, a list of historical tasks performed by the worker, and a list of historical tasks that the worker has not performed.

Abstract: The present solution is directed to a hybrid customer support model for providing remote online support service in conjunction with local onsite support service. A local technician provides on site support service for a device at a premise for a predetermined amount of time. The onsite support by the local technician may be limited to a subset of the tasks for resolving an issue with the device or otherwise be limited to applying a subset or scope of skills to resolving the issue. In one embodiment, the local technician has a first type of skill from a plurality of skills. The local technician identifies an issue with the device and sends the issue to a centralized service. The centralized service receives an identification of the issue—the resolution of which may include a plurality of tasks. In one embodiment, each of the plurality of tasks is performed by one or more remote technicians having a skill type corresponding to the task.

Abstract: A method, system, and computer-readable medium for determining competence levels of factory teams are presented. In a preferred embodiment, the method includes the steps of: creating a template for an initial work packet, wherein the initial work packet is a self-contained work unit that is assembled within the software factory; creating a partially instantiated work packet by populating the template with details that describe pre-conditions and post-conditions necessary to execute the work packet; provisionally selecting a human team to complete coding of the partially instantiated work packet to create a final work packet; determining whether the human team is competent to create the final work packet; and in response to determining that the human team is competent to create the final work packet, ordering the human team to create the final work packet within the software factory.

Abstract: Methods, systems, and computer-readable media provide for providing future job information. According to embodiments, a method for providing future job information is provided. According to the method, a number of non-dispatched jobs within a future time frame for a plurality of buckets and a plurality of turfs is determined. A numeric indicator indicating the number of non-dispatched jobs associated with at least one turf and at least one bucket is displayed.

Abstract: A method and data processing system for determining deployment readiness of a service is disclosed. A computer identifies tasks that must be performed to address requirements associated with categories of complexity for deploying the service in one or more locations. The computer assigns the identified tasks to experts based on skill and availability of the experts. The computer verifies whether the assigned tasks have been completed. The computer then provides an indication that the service is ready to be deployed in one or more locations responsive to the verification that the tasks have been completed.

Abstract: An automated system and method provide content to a target website wherein the content is checked prior to posting the content to the target site. The automation of the method relies on the use of a client software application, which carries out much of the automated functionality in association with an agent server. The method may include safeguards to prevent circumvention. Content may be written, checked and submitted from a writer's own computer to preserve the authenticity of the writings. An optional multilevel reward system encourages the expansion of the crowd-source employee base. The method enables the distribution and control of content writing tasks to a crowd of writers.

Abstract: A data processing system for determining deployment readiness of a service is disclosed. A computer identifies tasks that must be performed to address requirements associated with categories of complexity for deploying the service in one or more locations. The computer assigns the identified tasks to experts based on skill and availability of the experts. The computer verifies whether the assigned tasks have been completed. The computer then provides an indication that the service is ready to be deployed in one or more locations responsive to the verification that the tasks have been completed.

Abstract: An operational readiness alignment system is presented. A planning engine leverages readiness activities previous projects to determine which readiness activities are relevant to a current project. The planning engine can further correlate readiness activities with available team members to derive a responsibility matrix representing a recommendation on which team members should be assigned to which readiness activity roles or responsibilities. One can use the contemplated system to derive one or more readiness measures.

Abstract: Methods, systems, and apparatus, including computer programs encoded on a computer storage medium are presented, for providing incident notifications. The systems and processes disclosed here automatically generate and send notifications relating to an incident in accordance with an enterprise's business rules and provide real time reporting of all communications relating to the incident.

Abstract: The present invention provides a method for staffing and scheduling agents for revenue and service channels in a skills-based routing environment. Initially, the invention receives forecasts of number of contacts, average handling times, agent shrinkage and sales ratios for a planning period from a forecasting system. Next the initial required staffing levels for different skill groups are determined and agents are scheduled. In the iterative step, a skill group is selected and unscheduled while keeping agents in other skill groups on their current schedules, staffing levels for the skill group selected is updated using a staffing model that applies contact routing rules and includes the number of agents scheduled for work in other skill groups, and reschedules agents in the skill group selected. The invention continues iterations for each skill group until one or more stopping criteria are satisfied.

Abstract: Disclosed herein is an integrated method and system for managing human resources. Specifically, the method and system integrates several processes (e.g., a process for developing a strategy and particularly for developing a set of rules on how human resources will be managed and sourced, a process for developing a long-term strategic plan for sourcing human resources to satisfy demands, a process for developing a near-term operational plan recommending individual human resources be used to satisfy selected demands, a process for selecting and assigning individual resources to specific engagements, etc.). Thus, the method operates through a spectrum of time horizons from the strategic to real time, providing a coherent and cohesive system for matching supply to demand based on the priorities of the business as represented through the set of rules.

Abstract: In a remote technical support system, a technical support controller receives an indication of a maximum number of support sessions to be serviced by a remote technician. Thereafter, the technical support controller receives a service request for a user device, which service request is classified into a category and added to a preliminary queue corresponding to the category. The technical support controller determines if handling of the service request by the remote technician would cause the number of support sessions currently being handled by the remote technician to exceed the previously-indicated maximum number of support sessions. If not, the service request is added to a work queue for the remote technician and removed from the preliminary queue.

Abstract: Search-based contact initiation methods and apparatus are provided. In particular, a contact initiator enters search terms in the form of qualifications or characteristics desired of a contact recipient. The search term are used to search qualifications records that include qualifications entered or selected by candidate qualifications recipients. When a match or best match between search criteria and a record associated with a candidate communication recipient is found, the contact initiator is placed into communication with that communication recipient. Communications between the communications initiator and the communication recipient are established using a contact address associated with the qualifications of the communication recipient.

Abstract: The present invention provides a method for allocating appointment time windows. The steps of this method include creating a statistical estimate of a daily schedule comprising a series of estimated service orders. An actual service order is then received. This actual service order is inserted into the daily schedule by using a set of scheduling instructions for determining the least cost to employ the available service resources. At this point, this actual service order does not have a system imposed time window. The set of scheduling instructions is used to determine a time window surrounding this insertion point. If the customer accepts this time window, then the closest estimated service order is replaced by this actual service order, and the daily schedule is recomputed based upon the revised set of service orders to yield a revised daily schedule.

Abstract: A method, computer program product, and system for information governance crowd sourcing by, responsive to receiving a data quality exception identifying one or more data quality errors in a data store, identifying a performance level required to correct the data quality errors, selecting, from a crowd hierarchy, a first one or more crowds meeting the defined performance level, wherein the crowd hierarchy ranks the performance of one or more crowds, and routing, by operation of one or more computer processors, the one or more data quality errors to the selected crowds for correction.

Abstract: Embodiments of the present invention are directed to a method for dispatching a person to a location in a casino to respond to a request for service at the location. A listing of persons who may be dispatched to various locations is stored on in a database. At least some of the persons are associated with a primary qualification for the type of service that he or she may provide. A communication on a network of gaming devices is received indicating that service is required a particular location. A signal is automatically sent to a wireless device carried by a person having an appropriate qualification to provide the service. Player tracking data is also sent to permit the provider to personalize the service.

Abstract: An embodiment relates generally to a method of providing technical support. The method includes providing for a plurality of technical groups. Each technical group specializes in a technical area and is comprised of a plurality of senior and junior members. The method also includes receiving a technical issue and routing the technical issue to a selected technical group based on the technical area of the technical issue. The method further includes generating a solution to the technical issue from the selected technical group.

Abstract: According to various exemplary embodiments, a social media message posted on a social media system is accessed. Moreover, an agent listed in an agent directory is classified as an expert of content referred to in the social media message, based on a keyword identified in the social media message. Further, an identifier of the agent may be displayed in an expert finder list of a user interface.

Abstract: An automated contract mediation system that (a) accepts tasks and parameters associated with the tasks from a requesting entity including a commitment to review the deliverables once received, (b) enables the requesting and commitment to complete the tasks to another entity, (c) receives deliverables related to the task from the other entity, (d) presents the deliverables to the requesting entity, (e) receives acceptance or rejection of the deliverables and takes action accordingly. For instance, if the deliverables are rejected, a deviation report can be submitted through the system to the other entity. The system also can process change requests, generate meeting minutes and provide risk management assessments.

Abstract: A system and method for providing search assistance over a communications network to an employer or a job seeker advertising positions at or applying to positions at higher education learning institutions. The method enables an employer to submit information about their open positions into categorized online system accessible to persons looking for employment in higher education. The categories are specially selected to reflect current market conditions in higher education. Employers utilize a specialized posting system to make their postings. Postings are viewed and polished prior to being made available to job seekers to ensure proper categorization, content, and completeness. Job seekers may view posted positions by entering search criteria into a search engine to produce a list of jobs matching the criteria. Job seekers may also browse listed positions by clicking through a series of categories that describe an academic discipline or administrative department.