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.

Abstract: Disclosed are new approaches for scheduling workers at remote locations. Work assignments may be organized into shifts associated with one or more workers and one or more recipients. Tasks are associated with the shift and have an updatable status. Shifts may be replicated by cutting and pasting or by specifying a recurrence definition. The tasks associated with a shift may then be replicated. The status of tasks may be updated using a voice telephony system. The status of tasks may also be reported from a computer located on the recipient premise. Text and/or voice comments and the task status may be accessible by managers, clients, and concerned parties from a web portal accessible using a computing device, such as a tablet computer. Special classification activities may also be automatically specified according to rules and associated with shifts and replicated shifts. Methods for automatically associating providers with shifts are also disclosed.

Abstract: Methods, systems, and computer-readable media provide for determining a plurality of turfs from where to reallocate a workforce to a given turf. According to embodiments, a method for determining a plurality of turfs from where to reallocate a workforce to a given turf is provided. According to the method, an indication of the given turf is received. Optimal turfs from where to reallocate technicians to the given turf are determined from a plurality of turfs. Visual cues for identifying at least a portion of the optimal turfs are generated.

Abstract: A system for directing behavior of a first patient of a plurality of patients towards a behavioral objective includes a patient behavioral path calculator, a patient goal calculator, and a patient monitoring processor. The system also includes an information communication processor and a statistical processor. The patient behavioral path calculator calculates a patient behavioral path based on a statistical profile. The patient goal calculator calculates patient goals along the patient behavioral path toward a behavioral objective. The statistical processor can modify the statistical profile based on a response to a targeted message sent by the information communication processor.

Abstract: A method and apparatus that assesses the importance of projects in a portfolio of projects and allocates labor resources to multiple concurrent projects is provided. The method includes specifying clear project schedules that are readily testable for various projects and using labor categories for project schedule tasks requiring labor resources. The present design determines each project team member's productivity for each supported labor category and allocates project team members to the project tasks on a periodic basis such that the most important project tasks receive the most productive available project team members for each project's specified labor categories.

Abstract: A system for directing behavior of a first patient of a plurality of patients towards a behavioral objective includes a patient behavioral path calculator, a patient goal calculator, and a patient monitoring processor. The system also includes an information communication processor and a statistical processor. The patient behavioral path calculator calculates a patient behavioral path based on a statistical profile. The patient goal calculator calculates patient goals along the patient behavioral path toward a behavioral objective. The statistical processor can modify the statistical profile based on a response to a targeted message sent by the information communication processor.

Abstract: A system for directing behavior of a first patient of a plurality of patients towards a behavioral objective includes a patient behavioral path calculator, a patient goal calculator, and a patient monitoring processor. The system also includes an information communication processor and a statistical processor. The patient behavioral path calculator calculates a patient behavioral path based on a statistical profile. The patient goal calculator calculates patient goals along the patient behavioral path toward a behavioral objective. The statistical processor can modify the statistical profile based on a response to a targeted message sent by the information communication processor.

Abstract: A system and method for managing requests for services, in particular via the use of the Internet, where requests for service may be refined before they are accepted. In response to the receipt of a service request from a service requester, a work order is created and routed to one or more of the service providers for the purpose of having one or more of the selected service providers indicate an acceptance of the work order. This work order can be later refined, for example if changes need to be made, especially in response to queries from the service providers.

Abstract: Methods, computer-readable media, and apparatuses support the accreditation of an employee based on training provided to the employee. Different employment areas are supported, including services and manufacturing. The employee's experience level and performance rating are compared with a predetermined experience duration and an acceptable performance rating, respectively, in order to determine a number of training modules and an allowed time frame to complete the number of training modules. The number of training modules is selected from a collection of training modules based on a performance indicator that is associated with the employee. When the employee has completed the number of training modules in the allowed time frame, the employee is accredited. If an employee's performance is less than a satisfactory performance rating, the employee may forfeit accreditation. Consequently, the employee must repeat the accreditation process in order to regain accreditation.

Abstract: Embodiments of the invention are directed to a system and method for assisting a service representative an enterprise. A device operated by an agent and a mobile communication device operated by an expert may be associated by a registration at a server. An indication of required assistance may be provided to the mobile communication device. The mobile communication device may included in a session already including a device operated by the agent and a device operated by a customer.

Abstract: A system and method are disclosed for the operation of an In-home Assistant Service. The service provides a marketplace to connect households with assistants for frequent and specialized jobs. The service collects profile data of potential assistants including multiple skills the assistant can provide. It also enables the household to provide detailed request criteria. A locate process is then performed to determine, which assistants best meet the identified criteria.

Abstract: Methods and apparatus for service-level based and/or skills-based assignment of a work item to one (or more) of a plurality of resources based on fitness, for example, of skills required by the former to those provided by the latter. Assignment takes into account the level of stress on the work item and/or resources, such that the number of resources fit for assignment varies as the level of stress varies. Systems according to the invention can be used, by way of example, to route a call or other request made by a customer to a service center. The requirements for processing the call (determined, for example, by an incoming call operator) are matched against the skill sets of available customer service agents, taking call and/or resource stress levels into account.

Abstract: Virtual universe customer service representatives are cloned and assigned as a function of observing customer behavior, retrieving historical data and creating a customer profile. Preferential subavatar assignment parameters are determined for a customer as a function of the customer profile, choosing a subavatar from a plurality of subavatars as a function of a correlation of a subavatar performance characteristic with the preferential subavatar assignment parameter and a store objective, and the clone is populated with the chosen subavatar. Choosing a subavatar may comprise preferentially rating subavatars and determining an appropriateness threshold as a function of the subavatar assignment parameter, the performance characteristics and the store objective.

Abstract: A system and methods for managing dynamic teams and workflows is disclosed. In one embodiment, the system and methods include processes for dynamically creating and modifying a team-based workflow. In one instance, the system and methods may include processes for defining a plurality of generic roles, assigning participants to the team, defining focus items, associating the focus items with the plurality of generic roles, and assigning each of the participants at least one of the plurality of generic roles. Additionally, the system and methods may include processes that manage workflows by providing interactive prompts that provide information to direct participants to perform certain actions and providing mechanisms to communicate responses to the interactive responses to other participants based on their assigned generic roles.

Abstract: Various arrangements for maintaining a listing of candidate resources for a resource request are presented. A resource request may be received. A plurality of resource records may be searched using a first set of search criteria to identify a subset of resource records from the plurality of resource records. Each record of the plurality of resource records may indicate qualifications of a corresponding resource. Each record of the plurality of resource records may also correspond to a person. A selection of candidate resource records may be received from the subset of resource records. A listing of candidate resources that indicates each candidate resource selected by the user may be presented to the user. The listing of candidate resources that indicate each candidate resource selected by the user may be linked to the resource request, such that the listing of candidate resources is presented when the resource request is accessed.

Abstract: A method of delegating a service order may include periodically establishing a plurality of tiers of service providers. The service order may be routed to one or more service providers from at least a first one of the plurality of tiers, based on acceptance of the service order by one or more service providers from at least a second one of the plurality of tiers. The service providers may be registered on a service provider network. The periodic establishing of the plurality of tiers may be based on at least one cost function associated with the service providers. The service order may be routed to the one or more service providers from at least the second one of the plurality of tiers. The first one of the plurality of tiers of service providers may be mutually exclusive from the second one of the plurality of tiers of service providers.

Abstract: A task management apparatus configured to assign tasks to a plurality of operators is constructed. The task management apparatus stores task information including, for each generated task, operation target information for which a value is determined according to a state at the time of task occurrence and which is related to a task target. The task management apparatus calculates, based on the task information, the task similarity between a newly generated first task and a second task that is already assigned to an operator, for each of the operators, and determines an operator to whom the first task is assigned according to assignment priority based on the task similarity calculated for each of the operators.

Abstract: A method, non-transitory computer readable medium and apparatus for performing competency management on a work flow are disclosed. For example, the method receives the work flow, wherein the work flow comprises a plurality of components, identifies a human task component of the plurality of the components of the work flow, extracts, via a processor, a set of skills required for the human task component, matches, via the processor, the set of skills to a signature and finds, via the processor, a candidate based on the signature that matches the set of skills.

Abstract: A processor-implemented method, system, and/or computer program product generates a recommendation for a worker to be included in a project team. A requisite skill set that is not presently needed, but will be needed in the future, by a project team is determined. Historical data that describe antecedent conditions, which caused a historical worker to obtain the requisite skill set, is received. A candidate worker's current skill set data is adjusted with skill set enhancers, which are available to members of the project team, to generate a predicted future skill set of the candidate worker. In response to the needed requisite skill set matching the predicted future skill set of the candidate worker, a recommendation is generated for adding that candidate worker to the project team.

Abstract: A healthcare provisioning system improves efficiency in providing healthcare services. Healthcare supply and demand models are analyzed by a healthcare provisioning system to efficiently allocate healthcare supply resources to satisfy healthcare demand. Healthcare supply resources are allocated so as to avoid tipping points that can result in increased costs and negative patient outcomes.

Abstract: A contact center or enterprise communication system is provided. The system includes a first contact associated with a first task offer; one or more resources operable to accept the first task offer; and a contact center or enterprise communication system operable to determine a broadcast group of the one or more resources as a function of an acceptance factor for one or more of the resources.

Abstract: A computer-implemented method, system, and computer program for scheduling interpreters. The method includes receiving at a computer system information from a number of interpreters; storing at least some of the interpreter information in memory accessible by the computer system; receiving at the computer system a request from a customer for an interpreter to perform an interpretation assignment; searching with the computer system the interpreter information in the memory to identify interpreters who meet a criteria of the request; providing information about the interpretation assignment to the interpreters who meet the criteria; receiving at the computer system an availability acknowledgment from at least one of the interpreters; scheduling the interpretation assignment with one of the interpreters who provides the availability acknowledgment; and notifying the customer that the interpretation assignment has been scheduled.

Abstract: Disclosed are new approaches for scheduling workers at remote locations. Work assignments may be organized into shifts associated with one or more workers and one or more recipients. Tasks are associated with the shift and have an updatable status. Shifts may be replicated by cutting and pasting or by specifying a recurrence definition. The tasks associated with a shift may then be replicated. The status of tasks may be updated using a voice telephony system. The status of tasks may also be reported from a computer located on the recipient premise. Text and/or voice comments and the task status may be accessible by managers, clients, and concerned parties from a web portal accessible using a computing device, such as a tablet computer. Special classification activities may also be automatically specified according to rules and associated with shifts and replicated shifts. Methods for automatically associating providers with shifts are also disclosed.

Abstract: Provided are techniques for updating web content. A data mining scan of one or more data sources is performed for one or more topics to identify one or more trending topics. One or more relationships of the one or more trending topics to content objects are identified. One or more recommendations on how to update the web content based on the one or more relationships are provided. Input is received on the one or more recommendations. In response to the received input, the web content is automatically updated based on making associations between the web content and the content objects.

Abstract: Systems, methods and computer readable media for matching individuals with jobs/roles include using profiles of the individual and profiles of the job/roles.

Abstract: A method, operable on a processing device, for assessment of skills of a user may include receiving, by the processing device, an error message reporting an error associated with the user. The method may also include determining, by the processing device, a categorization of the error. Determining the categorization of the error may include assigning one of a plurality of predetermined skill ratings to the user. Each predetermined skill rating may be associated with a predefined condition. The method may additionally include generating, by the processing device, a report for assessment of the skills of the user. The report may include an identification of the user, the error, identification of a system if a system associated error, identification of a product if a product associated error, the categorization of the error and the predetermined skill rating assigned to the user.

Abstract: A population of service providers is filtered to identify candidate service providers. The filtering is based upon whether each server provider has a starting location within a geographic zone containing the service destination. Travel times to the destination for the candidate service providers are compared and used for selecting a service provider from the candidate service providers.

Abstract: A system for operating a marketplace for provision of services requiring skill, comprising a plurality of servers coupled to a data network, a registration software module deployed on at least one of the servers and adapted to enable the registration of a plurality of skilled workers, a worker skills management software module deployed on at least one of the servers and adapted to measure or manage skill levels of workers, and a contract management software module deployed on at least one of the servers. According to the embodiment, the contract management software module matches a buyer and a skilled worker based at least on the skilled worker's possessing a required skill and on the price satisfying rules established for the buyer and for the skilled worker.

Abstract: A method and system for measuring transferability of workers between and among occupations by means of the mathematical relationships between those occupations' key attributes, as defined by publicly available data on the competencies required as specified by a complete catalog of U.S. occupations known as O*NET. This method provides a concise, informative measurement for comparing the relative requirements of Abilities, Skills, Knowledge, and other relevant attributes of occupations, enabling users to gauge the feasibility of transferring workers from one occupation to another.

Abstract: Technology is described for acquiring a task and distributing the task to a service provider. The technology may include obtaining a task purchase from a customer and assigning the task to a service provider using a statistical method that considers weightings placed upon a task and weightings placed upon a plurality of service providers. Alternatively, a service provider may purchase a task at a fixed price. A fixed price may be determined by calculating a task acquisition cost using an average customer conversion cost.

Abstract: Systems, computer-readable media, and methods are presented for selecting a service entity that utilize a processor, a memory connected to the processor, and program instructions storable in the memory and executable by the processor. Program instructions can execute to receive information from a first entity regarding a particular set of attributes of a second entity, a set of services to be performed by the second entity, and a predetermined compensation for the services. Program instructions can execute to transmit a communication to a second entity that contains the particular set of attributes, the set of services to be performed, and the predetermined compensation. Program instructions can execute to identify a number of second entities to perform the set of services by matching a number of the particular set of attributes received from the first entity. Additionally, program instructions can execute to receive a selection from the first entity of at least one of the number of second entities.

Abstract: A computer implemented method, system and/or computer program product automatically allocate resources to functional areas of an enterprise activity environment. A skill level of a resource is determined for multiple functional areas. A unique ramp-up index is associated with each of the multiple functional areas. An affinity index is associated with each of the multiple functional areas, wherein the affinity index is based on a level of productivity drop of other resources in a specific functional area if the resource is assigned to another functional area. Expected resource and skill level requirements of a project are identified, and a cohesion index is defined. The cohesion index measures the disruption that may result from adding the resource to or removing the resource from a functional area.

Abstract: Techniques for scheduling one or more services are provided. The techniques include obtaining customer information, obtaining one or more service characteristics for each of the one or more services, and using the customer information and the one or more service characteristics to schedule the one or more services.

Abstract: Disclosed are a method and system for peer-to-peer advertising between mobile communication devices. A subsidy program is set up based on a profile of an advertiser having at least one advertising media. A qualified subscriber is identified for the advertiser based on a profile of a subscriber. One or more advertisers and subsidy programs for the qualified subscriber is selected. In addition, when a communication transmission is received from a source communication device, at least one advertising media is associated with the communication transmission and the communication transmission is transmitted from a source communication device to a destination communication device.

Abstract: For scheduling workers, a management module generates a business event in response to receiving a scheduling event. The business event comprises a skill requirement and a time requirement. A communication module communicates a worker request to a worker contact address of at least one worker profile if the at least one worker profile matches the business event. The worker request comprises the skill requirement and the time requirement. In addition, the communication receives at least one bid for the worker request from the worker contact address in response to the worker request.

Abstract: The present invention is a system and computer-implemented method for automatically enrolling and upgrading a buyer into a pre-existing network in order to conduct business with one or more sellers with minimum efforts and consistent quality. The method includes providing to the buyer, via a programmable computer, multiple business models for selection. The method also includes retrieving and sending to the buyer a set of pre-configured business processes to select based on the model chosen by the buyer. The method further includes generating required test cases to validate the selected best business process and tracking and certifying the test cases followed by deploying a live version of the selected best business process.

Abstract: Systems and methods for providing technical support sessions to aid clinicians and other end users employing clinical applications are provided. In accordance with one method in a clinical computing environment for requesting a technical support session between a client device and at least one support device, a command to request the technical support session is received. Clinical context information associated with the client device is accessed. A request for the technical support session is communicated. In addition, the clinical context information associated with the client device is communicated.

Abstract: A system for rapidly generating minimum length pilot training schedules which uses a branch and bound, and a mixed integer programming model with constraints to produce student and resource schedules at a device period level for all pilots of an airline.

Abstract: Devices, systems and methods of handling user requests. For example, a method includes: receiving an electronic representation of a submitted request; calculating request-related information, submitter-related information, and/or recipient-related information; based on the request-related information and the submitter-related information, determining one or more recipients for the request; distributing the request to said one or more recipients; and storing the request and one or more responses received from said one or more recipients.

Abstract: A method and computer readable medium are provided for monitoring customer support sessions based on at least one category associated with the customer support sessions. A request from an administrator for information associated with unresolved support sessions is received. A set of support categories is presented to the administrator. A selection of at least one support category is received from the administrator. A set of first level customer support agent identifiers associated with at least one support session queued under the at least one support category which has been selected is presented to the administrator.

Abstract: Mining human capital information includes defining one or more attributes of a communication group, extracting a target group by searching one or more of explicit and implicit data sources according to the defined attributes, communicating with the extracted target group, logging at least some of the communications, and analyzing the logged communications.

Abstract: The present invention provides a method and system for tracking career data using a computing environment. In one embodiment, this operates in a software as a service platform across a networked environment. The method and system includes receiving user career data from a computing input source and electronically generating a ranking of the user career data against general career data. The method and system further includes electronically generating a gap analysis of the user career data from the general career data, wherein the gap analysis includes at least one determination of delta factors between the user career data and the general career data. Whereupon, the method and system includes providing, as an electronic output, at least one suggested career activity for the user based on the gap analysis, such that the performance of the career activity improves the ranking of the user career data.

Abstract: A method of recommending an assignment for a work order includes receiving the work order, retrieving information from the work order, identifying a skill set needed to complete the work order using the information retrieved from the work order, extracting, automatically, a first set of evidences from a first data source based on the identified skill set, and a second set of evidences from a second data source based on the identified skill set, combining a first inference and a second inference, by a processor, wherein the first inference is determined using the first set of evidences, the second inference is determined using the second set of evidences, and the first and second set of evidences comprise dissimilar data, and generating a work order assignment recommendation based on the combined inferences.

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: According to exemplary embodiments of the present invention, system, method and computer accessible medium can be provided for making a worker distribution plan on the basis of updated skill assessment data. For example, a computer can be configured, programmed and/or structured to obtain a record data table collected and stored by a server. Further, such computer can update skill assessment data of each worker by updating work efficiency data determined from the average working hours per work according to the work record data included in the acquired record data table. In addition, the computer can select the workers to be assigned to projects for each predetermined period according to preferable and/or necessary worker data calculated from the predicted value of the workload for each predetermined period and the updated skill assessment data.

Abstract: A user generated question corresponding to a product may be received at a computer system implementing a smart question routing module. The computer system may determine the product corresponding to the user generated question and select one or more candidates from a set of subscribers to answer the user generated question based on a performance metric relating to the product. The performance metric may be determined based on criteria and/or weighting factors relating to individual ones of the subscribers. In some cases, the selection of one or more candidates may be affected by whether a subscriber is a past contributor to user generated content about the product and/or a past purchaser. The computer system may cause a request to answer the user generated question to be sent to each of the selected one or more candidates.

Abstract: A system, computer-readable medium, and method for scheduling use of a resource based on a resource type and of assigning the resource to an appointment are provided. A resource type definition defining first characteristics of a resource type is received. An appointment type definition defining third characteristics of an appointment type is received. Appointment parameters associated with an appointment to schedule are received. The appointment parameters include the appointment type and the resource type to be used in conducting the appointment. The appointment is scheduled for a date and a time window using a number of resources of the resource type available on the date and during the time window and information associated with previously scheduled appointments. After scheduling the appointment, a resource of the resource type is assigned to the scheduled appointment.

Abstract: A team selection tool intelligently selects prospective team members in an objective manner to form a team. The team selection tool receives goal information including a goal for the team to achieve. The team selection tool may also receive historical performance information relating to tasks to be performed by the team to achieve the team goal. The team selection tool selects a subset of the prospective team members as selected team members in response to the historical performance information and the goal information to provide an objective selection of team members.