Abstract: A system identifies candidate persons of an enterprise team, such as a sales team. An example method includes providing a first user option to select one or more persons based on a first set of one or more criteria, yielding an indication of one or more candidate persons in response thereto; retrieving data for each of the one or more candidate persons, wherein the data includes information comprising a first metric and a second metric; and providing a second user option to chose one or more candidate persons for an enterprise team based on the one or more indications of one or more candidate persons and the metrics. The example method further includes graphically depicting one or more indications of one or more candidate persons based on the first metric and the second metric, which may include measurements of a person's versatility and sales performance history, respectively.

Abstract: A computer implemented method, system and/or computer program product optimizes a service delivery system. A processor receives a first set of inputs that describes a current state of a service delivery system and a second set of inputs that describes a cost overhead for the service delivery system. The processor then optimizes the service delivery system in order to derive an optimized service delivery system.

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: One embodiment includes a dynamic candidate queuing system. The dynamic candidate queuing system includes a network comprising a server communicatively coupleable with one or more other computers. The server includes a processor and a storage device coupled to the processor. The server is configured to receive data entered at the one or more other computers by candidates and store the data in the storage device. Further, the processor generates a queue listing of candidates in the storage device and the queue listing is organized according to a score given to the data.

Abstract: Virtual universe customer service representatives axe 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 stole objective.

Abstract: A job is divided into tasks belonging to various levels in a hierarchy such that the tasks of one level of the hierarchy depend on the performance of the tasks of another level. The divided tasks are assigned to the respondents and, once the respondents' responses have been determined to be sufficiently accurate, the responses are assembled into a final result. The respondents may be rewarded for completion of their assigned tasks, and the rewards may be structured such that the rewards for the completed tasks create an informal hierarchy amongst the respondents.

Abstract: Systems and methods of dynamic optimization for data quality control in crowd sourcing tasks to crowd labor are disclosed. In one aspect, embodiments of the present disclosure include a method, which may be implemented on a system, for dynamically monitoring results received from workers for a task distributed for evaluation via a job distribution platform, incrementally assigning additional workers to the task using the results and continuously monitoring additional results to assign any additional workers if needed to meet a quality metric for the task.

Abstract: Systems and computer-implemented methods for managing a workforce include receiving a request for support including a location of the request for support, converting the request for support into a work ticket, classifying the work ticket, allocating the work ticket to a field operative out of a set of at least one field operatives, transmitting a request for a map including data from the work ticket, receiving a map image including data relating to the work ticket, and transmitting the map image including data relating to the work ticket to the field operative.

Abstract: Disclosed herein are systems and methods for selling, provisioning, transacting, fulfilling, delivering and supporting simple and complex business and technical professional services in an on demand fashion for various service industries specifically around the development life cycle relative to the industry. On demand professional services are accomplished through a system which allows services to be administered from a plurality of specialized consultants to end clients via a ‘retail type’ framework built upon a converged Internet, call center, telecommunications and ancillary software platform. The on demand architecture enables clients to purchase professional services on a just in time basis by simply calling a call center or visiting the professional services entity on the web. Clients can: 1) receive advice; 2) invite consultant(s) to participate in meetings; 3) outsource paper deliverables; 4) receive research; and/or 5) outsource full projects.

Abstract: Various embodiments described herein include one or more of systems, software, and methods to receive and automatically route forum postings to individuals tasked with responding to the postings. Some such embodiments extract keywords from the text of such postings and use the extracted keywords and keyword-responder mappings to identify a responder capable of responding to the posting. Some embodiments include generating or updating keyword-responder mappings by identifying keywords included in posting responses made by each responder.

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 cancellation code is sent to the employee. The cancellation code informs the employee that the work assignment has been canceled.

Abstract: Techniques are described for facilitating access of users to tasks that are available to be performed, such as via a task exchange system that serves as an intermediary to facilitate performance by some task performer users of tasks supplied by other task requester users. The techniques may include automatically providing a particular group of task performer users with access to a supply of available tasks that are appropriate for those task performer users, such as based on an aggregate probability or other likelihood measure that the task performer users as a group will collectively accept to perform those tasks in a specified manner. More generally, the affinity and/or appropriateness of a group of users to perform one or more tasks may be based on various information related to the users, including past task performance behavior of those users, and/or qualifications or more general reputational aspects of those users.

Abstract: A method for centralizing web application interaction, the method including handling a request, using a central point of entry, from a remote application, determining a local application suitable for processing the request, and handing out the request to the, local application determined to be suitable for processing the request.

Abstract: A social network service provides trusted, timely and managed communications between a querying individual and an informed individual by optimizing distribution of queries to reflect a requisite amount of expertise necessary (i.e., interest, background, education, demographic attribute, etc.). Those candidate recipients with a rare level of expertise or specialization can specify a desired level of participation, which is respected. In order not to exhaust their availability, those who are less qualified or part of a larger demographic category appropriate for the query are selected to handle queries of lesser difficulty or less specialization. Anonymity if desired by the recipient party can be supported by increasing the pool of candidate recipients so that the querying party cannot reasonably ascertain who is responding. Timeliness of response, as well as satisfaction in the response, is tracked in order to affect redirection of a query.

Abstract: Methods, apparatus, and computer readable media with executable instructions stored thereon for optimizing resource skill compliance are provided. Example methods of the present disclosure can include identifying jobs, skills corresponding to the jobs, and resources corresponding to the skills. A job skill level is associated with each skill of each job, and a resource skill level is associated with each skill of each resource. An individual skill compliance is determined by computer for each skill of each resource with respect to each skill of each job based on the resource skill level relative to the job skill level. A resource skill compliance is determined by computer for each resource with respect to each job as a total of the individual skill level compliances for each skill corresponding to each job, and resources are assigned by a computer to jobs in a manner that optimizes a total of the resource skill compliances for those resources assigned to jobs.

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: Embodiments of the present invention include a method, system, computer program product, or a combination of the foregoing for creating a knowledge management system with an incident communication interface for production support incidents that is standardized and centralized across the channels and sub-channels in an organization. The incident communication interface system is used to track, identify, and resolve the incidents that occur throughout the organization. The incident communication interface allows business associates to initiate an incident ticket associated with an incident. The incident communication interface also communicates information related to an incident to business associates. The incident communication interface provides the business associates knowledge management system access. The incident communication interface receives user input including details related to resolving the incident and the incident details are stored in the incident report database.

Abstract: A project management system is provided according to various aspects of the disclosure. In one aspects, the project management system comprises a people database, a project database, and a project processor. The people database discloses profiles of individuals and the project database stores information about projects. The project processor may be configured to identify individuals to work on a project by comparing the profiles of the individuals stored in the people database and the information for the project stored in the project database, to modify a performance evaluation based on feedback from at least one of realized outcomes in relation to at least one of expected outcomes, to modify at least one of the expected outcomes based on feedback from at least one of the profiles, and to modify at least one of the expected outcomes based on feedback from at least one of the realized outcomes.

Abstract: A computer-implemented method for resource management includes storing in a memory a set of resource consumers, resources for allocation to the resource consumers, and initial binary constraints applying to the allocation of the resources. Respective variables are associated with the resource consumers, and the resources are identified as values applicable to the variables. A non-binary scoring criterion is applied to generate scores on a graded scale for proposed assignments of one or more of the resources to respective ones of the resource consumers. One or more additional binary constraints are defined based on the graded scale of the scores. An assignment is found of the values to the variables that satisfies the initial and additional binary constraints using a constraint satisfaction problem (CSP) solver running on a processor that is coupled to the memory. The resources are assigned to the resource consumers responsively to the assignment of the values to the variables.

Abstract: A method for assigning individual contact processing resources of a contact center to contacts in the contact center is disclosed. On receiving a new contact at the contact center, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact center. A programmed processing object corresponding to each individual contact processing resource of the contact center is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.

Abstract: A method for assigning individual contact processing resources of a contact centre to contacts in the contact centre is disclosed. On receiving a new contact at the contact centre, a contact object corresponding to the new contact is provided within a population of contact objects corresponding to contacts being processed by the contact centre. A programmed processing object corresponding to each individual contact processing resource of the contact centre is provided. Each processing object is arranged to adaptively and independently select contact objects from the population of contact objects based on a value received for processing contacts from the population and a value spent on processing contacts from the population. Once a programmed processing object selects a contact object, an associated contact processing resource is assigned to the contact.

Abstract: The present invention relates to software and a method of use for implementing workflows and managing engagements and staff. More particularly, the present invention relates to a software module tracking data of staff, engagements and workflows and a method of using such data in the management of staff and assignment of tasks. Information concerning employees is input into a database by the manager and the employees, and is tracked therein. The information concerning an employee includes an employee's availability, ability and experience. Workflow/Task information is input into the database when either a client makes a request for service of the business, or a workflow/task internal to the business is needed to be performed. Task information includes the nature of the work and deadlines. Task information is compared to the employee information. A list is automatically generated naming the employees best suited to the mandate of the task.

Abstract: A method of providing identifying information over a voice communications link can include receiving, from a call participant, a personal identification code over the voice communications link, determining identifying information for the call participant using the personal identification code, and encoding the identifying information of the call participant within a voice stream carried by the voice communications link. The voice stream and identifying information can be sent to a subscriber.

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: An intelligent solution for monitoring, assigning, and accounting fueling operations. An automated dispatch fueling system comprises a fuel management server populated with airport profile and dispatcher configurations. Utilizing information stored in the database and received from external systems, the automated dispatch fueling system can automatically assign and monitor fueling operations.

Abstract: A method for resource management includes associating respective variables with resource consumers, and identifying resources as values applicable to the variables. A group of the variables are identified as preferred variables. An assignment of the values to the variables that satisfies constraints applying to the allocation of the resources is found by repeatedly performing the steps of choosing a variable from the group, instantiating the chosen variable with a value, removing the chosen variable from the group, and pruning the domains of the other variables by propagation of the constraints. The resources are assigned to the resource consumers responsively to the assignment of the values to the variables.

Abstract: Gaming rewards are provided as an incentive for performing business goals. A business goal can be comprised of one or more tasks and a threshold for each task. When one or more participants perform tasks which satisfies the corresponding thresholds, a corresponding gaming reward is awarded to the participants. A business goal may require a single participant to satisfy a single task threshold, multiple participants to satisfy a threshold for one or more tasks, or a single participant to satisfy one or more thresholds for several tasks.

Abstract: A computer-implemented method for assigning a task in a workflow system to a user of the workflow system includes receiving the task; determining, by a computer, a set of users who are authorized to perform the received task; selecting from the set a user who has the lowest flexibility to perform other tasks in the workflow system; and assigning the task to the selected user.

Abstract: Schedules which include reciprocal events, such as schedules for youth hockey leagues, can be created using a system in which users can invite one another to schedule games based on information selected through an interface and reciprocal dates which are automatically identified by a suitably programmed computer. Information related to games and schedules can be stored in a database which can be accessed and modified by different users depending on their roles and the permissions associated with those roles.

Abstract: A method for staffing a project, involving receiving a staffing request for the project, wherein the staffing request includes at least one attribute of the project, and wherein the project is a task to be completed internally by an organization, automatically searching a plurality of user profiles to identify a subset of user profiles from the plurality of user profiles, wherein user data stored in each of the subset of user profiles matches the at least one attribute of the project, displaying the subset of user profiles, and receiving a selection of at least one user profile from the subset of user profiles for staffing the project.

Abstract: Systems and methods for building competence in employees of an organization are described herein. In one implementation, a competence building system includes a deliverable definition module to identify a one or more deliverable slices associated with a work product based on a deliverable definition. The deliverable definition indicates a plurality of tasks that need to be completed for building the deliverable slices. Further, a competence identification module of the competence building system identifies a one or more competencies associated with the deliverable slices. Furthermore, the competence identification module identities a one or more resources to be provided to a one or more employee, wherein the employee possesses a minimum level of competence.

Abstract: When a customer operates a terminal to send a request for a provision of a manual page to the center via the Internet, the center determines whether the customer who is accessing is a registered customer (user of a copier) based on the stored customer information. In a case where the customer who is accessing the center is a registered customer, the center automatically selects electronic manual file(s) for the copier being used by the customer concerned. And the center generates a manual page representing the content of the selected manual file so that the content of the manual file is noticeable rather than the other information. The center transmits the manual page to the terminal concerned.

Abstract: The present invention represents a unique methodology for evaluating subsystem technology in a system-of-subsystems environment. According to typical inventive practice, the technology to be evaluated and the requirements for effecting the technology are defined, the requirements relating to both a subsystem encompassing the technology and a system overarching the subsystem. The technology and the requirements are modeled, the modeling including establishing plural submodels of the subsystem wherein the submodels are considered as characterized by plural linkages between them and as constituting a model of the overarching system. Sensitivity analysis and trade space exploration are performed, the performance including determination of plural design variables of the submodels, plural relationships between the design variables, and respective sensitivities of response variables to the design variables.

Abstract: This invention is a system and method for automatically managing a multi-step process in which human providers are selected for some purpose. Typical applications include the selection process associated with employment and dating services. The invention is directed to linking and coordinating the various steps of the selection process through automated sequencing, coordinating, tracking and status reporting processes. The interviewee answers questions that are printed, displayed, or spoken by an automated mechanism or questions are printed or displayed for use by a tester or interviewer. Answers can be written, spoken, or entered directly into a system by the interviewee. The invention provides a system and method for automatically scoring and ranking human providers with respect to selection criteria, making use of expert system concepts. Human shoppers are matched up and the usefulness of each match is scored on the basis of stated selection criteria of each human shopper.

Abstract: A system for managing a project that includes multiple tasks and a plurality of workers. Input information includes characterizations based upon a human model, a team model and a product model. Periodic reports, such as one or more of a monthly report, a task plan report, a schedule report, a budget report and a risk management report, are generated and made available for display or further analysis or collection into a customized report template. An extensible database allows searching for information based upon context and upon content. Seven different types of project risks are addressed, including non-availability of required skill mix of workers. The system can be configured to exchange data and results with corresponding portions of similar project analyses, and to provide user-specific access to specified information.

Abstract: Provided is a work flow system configured by a plurality of process support tools cooperating via a network. A process support tool serves as a parent to constitute a group and defines a work flow (process) formed by roles of respective members of the group and a plurality of tasks. Each of the members of the group executes the process while specifying a processor of the next task in accordance with the defined member role and distributes a message containing the processing result between the members one after another.

Abstract: A Dynamic Web Service server may facilitate custom Enterprise Application interface development with little or no developer input by dynamically creating a web service for performing a particular transaction according to a transaction map. An Enterprise Application client device may create a transaction map by “recording” a transaction between an Enterprise Application client and an Enterprise Application server and mapping transaction fields to a custom interface generated to collect data for re-performing the recorded transaction. The Enterprise Application client device may call the dynamic web service, and the Dynamic Web Service server may then perform the recorded transaction using input data collected in the custom interface. Such a dynamic web service may be performed as part of an automated business process managed by a workflow server.

Abstract: A resource management system includes a work plan builder module configured to build work plans for workers. The work plan builder module is configured to allow each worker to specify, for each of a plurality of different time periods, one of a plurality of different activities that the worker plans to perform during that time period. The work plans built by the work plan builder module are stored in a computer-accessible memory.

Abstract: A method and system for conducting an elemental analysis of a job's functions and requirements, conducting a medical diagnosis of a worker to determine the physical capabilities and limitations of the worker, and comparing the elemental analysis and the medical diagnosis to determine whether the worker can function in a particular job be it the current job, another existing job or a modification of either.

Abstract: A method and system for managing electric grid operation and maintenance are provided. The system includes a work crew locator configured to receive a location of a work crew based on a location of a work vehicle associated with the work crew, a work crew management subsystem, and an asset management subsystem configured to determine repair requirements for electric grid assets and repair times associated with the determined repair requirements. The system also includes an outage management subsystem and a restoration optimizer configured to determine a capable crew to respond to a grid configuration change request where the capable crew includes crew members qualified to perform the change request, tools and equipment required to effect the change request, and a work crew location determined to satisfy a response timing requirement and initiate crew instructions detailing work requirements and actions for the work crew to fulfill the grid configuration change request.

Abstract: A business wishes to improve its capabilities by developing and sustaining its communities of practice. A business model is provided having components and attributes for various levels of each component. The community is assessed based on the attributes. A community development roadmap is developed of activities for improving the level of the community. Funding is negotiated to carry out the activities, and the community is subsequently reassessed.

Abstract: Described are methods and apparatuses, including computer program products, for optimizing allocation of resources across projects in a project portfolio. The method includes receiving, at a computing device, (i) resource information, (ii) a portfolio of project definitions and (iii) one or more portfolio-level optimization criteria. The resource information representing a plurality of resources available for allocation to the projects, and each project definition includes a unique identifier and one or more project-level constraints. The method also includes generating, using the computing device, a plurality of project portfolio allocation scenarios and determining one or more optimized project portfolio allocation scenarios from the plurality of project portfolio allocation scenarios. Each project portfolio allocation scenario satisfies the one or more project-level constraints associated with each project definition.

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: Several of the embodiments disclosed herein relate to accessing and tracking real-time data concerning company representative performance, proficiency, training, scheduling, current workflow, and estimated workflow. Moreover, many of the improvements in contact handling systems disclosed herein automatically provide training, work, and incentives to company representatives to improve performance, proficiency, efficiency, effectiveness, automate scheduling, and automated workflow. Thus, as a result of the teachings disclosed herein, customer satisfaction, employee satisfaction, and revenue may be improved in the contact handling industry.

Abstract: An apparatus and methods are disclosed for requirements decomposition and management. The apparatus includes a collection module, an organization module, and a graph module. These modules carry out the steps of collecting a project task description, the project task description comprising one or more properties, generating a directed acyclic hierarchy of one or more project tasks associated with the project task description, and generating a directed acyclic hierarchical graph view of the project, wherein the directed acyclic hierarchical graph view of the project comprises one or more nodes representing the one or more project tasks, and wherein the one or more nodes are arranged to graphically illustrate a directed acyclic hierarchical relationship between the one or more project tasks.

Abstract: A reception management system for handling transactions includes a plurality of ACMs (Automated Contract/Consulting Terminals) for receiving procedure requests for predetermined transactions from customers, a plurality of ROTs (Remote Operation Terminals) to be employed by an operator for handling the procedure requests, a server for storing information for managing the operators for each transaction skill, and information about queues formed for each transaction skill upon a procedure request accepted from an ACM, and a queue monitoring terminal for monitoring the queues by receiving information from the SACD server.

Abstract: In a work distribution system and a method of distributing work, a plurality of task objects is made available for a future employer to browse and claim. Each task object represents work to be carried out for a particular employer. The availability of a task object to a future worker is delayed by a predetermined time period after creating and/or modifying the task object in dependence of a determined employer ranking order of the task object among the plurality of task objects.

Abstract: A procedure generation apparatus has, in a storage unit thereof, a database in which a name of input information and a name of output information name are stored, associated with a name of a work. The procedure generation apparatus retrieves one or more candidate work names associated with an input information name from the database, displays the retrieved one or more work names, receives a selection of a work name from among the displayed one or more work names, retrieves one or more candidate output information names associated with the selected work name from the database, displays the retrieved one or more output information names, receives a selection of an output information name from among the displayed output information names, retrieves one or more candidate input information names each having a similar name to the selected output information name, from the database, and displays the retrieved input information name.

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: Crowdsourcing is described, for example, where solutions to tasks such as designing a logo, writing a piece of code or answering a question are solicited by making open calls to large scale communities. In an example, a crowdsourcing node models a plurality of contests as all-pay auctions, each contest having a task and a reward. In examples, the crowdsourcing node is arranged to set rewards for the contests so that the optimal results are received for each contest owner, those owners having provided a budget and using a utility function for each of the contests. In examples, the crowdsourcing node is arranged to recommend contests to potential participants so that those participants can more easily decide which tasks to take on next.