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: An instrument for measuring and presenting customer impressions of a company uses weighted response values of survey questions to develop a customer experience score and a customer interaction score. The two scores are added to produce a composite score. The three scores for a company may be presented with other score sets for other companies to provide a simple and consistent comparison of companies. When different businesses or even different industries have different customer experiences and interactions, weighting of response values can be adjusted to more accurately reflect the importance of that factor on the overall customer experience, which models customer satisfaction.

Abstract: A system and method for encouraging the exchange of feedback in an enterprise. An example method includes providing one or more user interface controls for configuring a feedback reminder to automatically include predetermined insight pertaining to a potential participant in a future feedback exchange; sending the feedback reminder to a messaging system or application; providing a user option to view content of the feedback reminder; and displaying the feedback reminder in response to user selection of the first user option. Another user option enables selection of particular insight, derived from a talent management system, for inclusion in the feedback reminder. The messaging system may include an email application or an application for displaying a worklist.

Abstract: Embodiments of the invention are directed to systems, methods and computer program products for determining a risk score for an agent associated with an entity. In some embodiments, a method includes: (a) receiving first information associated with an agent's action related to an account and/or an agent's actions over a predetermined period of time related to one or more applications, and (b) determining a first risk score based at least partially on the first information. In some embodiments, the method further includes: (c) receiving, from a data system, second information associated with the agent, where the second information comprises one or more entitlements granted to the agent by the entity, and (d) determining a second risk score based at least partially on both the first information and the second information.

Abstract: A software program assists in establishing goals and objectives and creating appraisals based on those goals and objectives. The goals for an organization are determined, and individual objectives based on the goals are defined. The software program assigns weights to the individual objectives, and obtaining a plurality of appraisals based on the individual objectives. A final appraisal is created by combining the plurality of appraisals based on the weight. The plurality of appraisals may be obtained using different appraisal types, including objective-setting, simple appraisal, and 360 degree feedback.

Abstract: A method, apparatus and computer readable medium for identifying and partitioning atomic services in an information technology (IT) environment are included within the invention. More specifically, the invention provides a method and system for identifying service boundaries and partitioning services into atomic services based on the services boundaries. In order to more efficiently provide services in an IT environment, this invention in at least one embodiment utilizes a method of partitioning services into atomic services based on natural services boundaries such that those atomic services may be standardized and reused as needed.

Abstract: A collaboration event framework can be used to schedule and automatically invoke a collaboration event. An event coordinator may schedule a collaboration event, and the framework will automatically initiate contact with event participants using participant contact preferences. Participants can be asked to enter an identifier to verify the participant's identity. An event coordinator may be presented with a display that indicates the status of participants of the collaboration event. A system administrator may review all scheduled collaboration events to determine resource shortages.

Abstract: A service workflow including ordered services is received, and a heuristic utility value is calculated for each service. A best node having a smallest heuristic utility value for a service is selected, and a best node identifier is placed in a node list. If the best node includes a parallel sub-workflow, potential next nodes are identified by generating potential next nodes from a data center that can perform a service associated with the best node with a minimum run-time value. Otherwise, potential next nodes are generated based on a data center associated with the service. A heuristic utility value is determined for each potential next node, and a new best node is selected based on the heuristic utility values. The identifying, determining, and selecting operations are repeated until the best node contains only the last ordered service. Data centers for each ordered service are identified based on the best node.

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: Methods and systems are provided for emotional mapping, such as of online users, based at least in part on online activities of users. Techniques are provided in which information including a set of emotional states is generated or obtained, such as a hierarchical network of emotional states representing a spectrum of human emotions. Information regarding user online activities and content choices of a user is obtained. Based at least in part on this information, the user is classified into an emotional state of the set of emotional states, and advertisements or content may be targeted to the user accordingly.

Abstract: A method for ranking the performance data of a plurality of employees. The method may include using a receiver to receive information relating to the performance, by each of the employees, of a plurality of tasks. Each of the plurality of tasks may be tasks completed during a predetermined time period. The method may also include using a processor to compute for each of the plurality of employees, based at least in part on the received data, a median cycle time score, an accuracy score, an escalation percentage score, a volume score and a client target date score. The method may further include using the processor to rank, using percentile ranking, the of the median cycle time scores, accuracy scores, escalation percentage scores, volume scores and client target date scores.

Abstract: A fair incentive calculating method with a reasonable amount of computation is performed by inputting a set of x jobs X={1, 2, . . . , x} and processing times of each worker {t(i)} (1?i?n) and providing a set of jobs W(A, X, t(i), t(?i)) assigned to each worker i, where A is a given scheduling algorithm; determining MaxInc(X, t(i)) by recursively solving MaxInc(X, t(i))=?_{w?X} t(i, Kind(w))+max_{s(i) ?Slower(t(i))} MaxInc(X, s(i)); and using the step of determining MaxInc(X, t(i)) to calculate an incentive NewInc(A, X, t(i), t(?i)) for each worker i based on NewInc(A, X, t(i), t(?i))=?_{w?W(A, X, t(i), t(?i))} t(i, Kind(w))+max_{s(i) ?Slower(t(i))} MaxInc(X, s(i)).

Abstract: It is possible to accurately grasp the taste of each user and provide information in which the taste thereof is accurately reflected. Store information kept in a store information storage unit (100) is provided to each user. User taste information (T) including the values of taste on feature items of each genre is stored for each user in a user taste information storage unit (110). Store evaluation information (E) including the values of evaluation on the feature items of its genre is stored for each store in a store evaluation information storage unit (120). A store information providing unit (130) selects store information having the store evaluation information (E) matched with the user taste information (T) and provides it to the user. If the user views specific store information or utilizes a specific store, the specific store is recoded in a target store recording unit (150) as a target store.

Abstract: A method for profiling entities or individuals includes automatically generating, by a profile generator executing on a first computing device, a profile of at least one of a professional and an entity. The method includes automatically analyzing, by an analysis engine executing on the first computing device, the generated profile. The method includes determining, by the analysis engine, responsive to the analysis, at least one of a level of expertise and a level of influence in an industry of the at least one of the professional and the entity. The method includes transmitting, by the analysis engine, to a second computing device, an identification of the determined level of expertise. In one embodiment, the method includes generating, by a prediction engine executing on the first computing device a prediction of a future modification to the profile.

Abstract: A computer implemented method, system, and/or computer program product generate an optimal training policy and an optimal promotion policy to accommodate an upcoming project. Required new job positions are identified for an upcoming project. A skillset matrix, which describes a current skill level of each worker in a work unit, and a promotion matrix, which describes historical evaluations of how well each worker achieved predefined goals of past projects, are generated. The skillset matrix is utilized to create an optimal training policy that identifies which workers are in need of additional training in order to qualify for one or more of the identified new job positions, and the promotion matrix is utilized create an optimal promotion policy that identifies which workers will be candidates for being promoted into one or more of the identified said new job positions.

Abstract: A trust look-up protocol is described that allows a meta-trusted third party, or trust directory, to mediate between parties of potential business collaborations and trusted third parties that are counted on to authorize or otherwise validate the business collaborations. The trust directory receives a trust request for a collaboration from one or more parties, and, based on the request, determines a specialty of a trusted third party that is suited to the request and the collaboration. The trust directory then obtains interface information for the trusted third party for forwarding to the requesting party. In this way, the trusted third party may make a determination as to whether the requesting party should proceed in the business collaboration. Afterwards, the trust directory may monitor communications that take place as part of the collaboration, for use in evaluating future requests and collaborations.

Abstract: The present invention provides for a system and method of identifying excellence within a profession. In one embodiment, excellent performing candidates within a profession group are identified by creating a candidate pool from independent research and a peer nomination process. Identified candidates then obtain a score according to an independent research and objective evaluation process. Peer evaluators contribute to this score by evaluating top-scoring candidates, and a total score is compiled for each identified candidate. Candidates with scores in a top percentage of the candidates are then recognized as demonstrating excellent performance in the profession group.

Abstract: Systems and methods are provided for improving processes in a healthcare organization by mining historical data for information that can be used to more effectively allocate resources and process components. Factors used for the analysis include time, information, motivation, skills, and authority for particular resources. Arbitrage processing is used to minimize opportunity costs and increase efficiency.

Abstract: Evaluation of a business case based on the cost of poor process opportunities. In at least some embodiments, an evaluation of a cost of poor process opportunity (COPPO) in an “as-is” process can include calculating a cost per step for each of the plurality of steps or tasks in an activity. COPPO can be determined based in part on whether each step or task in a process or activity is a non-value-add step, and also based in part on a cost of poor quality (COPQ) target percentage. In some embodiments a total cost of poor business process relative to a total cost for each of the plurality of steps can be displayed for a user. The COPPO evaluation can further be used to facilitate the evaluation of a business case for a “to-be” process.

Abstract: A process for enhancing the relationship between a service provider and a client is disclosed. A first data set of feedback from employees of the service provider regarding service provided by the service provider to the client is received via machine interface. A second data set of feedback from a client regarding services provided by the service provider to the client also is received via machine interface. An analysis of the first and second data sets is implemented via a computer programmed to compare the first and second data sets and assess areas of similarity and areas of difference between the first and second data sets. A strategy is developed based on the analysis for the service provider to enhance areas of similarity and reduce differences between the first and second data sets. The strategy is implemented in the relationship between the service provider and the client.

Abstract: Various embodiments provide a service exception analysis system for identifying the existence of one or more service exceptions incurred during actual transport of one or more of a plurality of packages. The system comprises one or more computer processors configured to receive actual data related to one or more observed parameters associated with transport of at least one of the plurality of packages; retrieve at least a portion of forecast data contained in one or more memory storage areas, the forecast data being related to one or more expected parameters associated with transport; compare the actual and forecast data to identify one or more discrepancies; analyze the one or more discrepancies to verify whether one or more service exceptions exist; and in response to one or more service exceptions being identified, generate one or more service exception reports. Associated computer program products and computer-implemented methods are also provided.

Abstract: A customer experience is improved through data mining and text mining technologies and that derive insights about a customer by analyzing interactions between the customer and a customer service agent. One or more numerical measurements of customer satisfaction are derived and recommended actions are provided to an agent to enhance the customer experience throughout a customer service lifecycle.

Abstract: Systems, computer program products, and methods are disclosed for tracking an improvement event. An embodiment includes an event interface configured to receive a plurality of entries related to each of a plurality of improvement events. The plurality of entries includes a project identifier for the improvement event, a creation date, an objective, an action related to reaching the objective, and a first deadline related to the improvement event. A database interface is configured to store the plurality of entries in an event database.

Abstract: A computer program product and method for sales forecasting and adjusting a sales forecast for an enterprise in a configurable region having one or more clusters of stores. The method includes periodically receiving a sales forecast for an enterprise over a configurable period of time, periodically receiving actual sales information, sales anomalies and anticipated events within the at least one of the clusters of stores over a computer network, determining positive and negative deviations from the anticipated sales of the sales forecast based on the sales information, determining whether one or more trends are occurring or have occurred using a pre-defined mathematical expression based on the sales information, the positive and negative deviations, and the sales anomalies, adjusting the anticipated sales of the sales forecast based on the sales anomalies, the trends and the anticipated events, and outputting the adjusted sales forecast to a user.

Abstract: A method/system considers the phenomenon of slowly changing dimensions in the process of reporting on facts of a collection of facts organized as, or otherwise accessible according to, a dimensionally-modeled fact collection. A report query specifies a temporal mode, and the specified temporal mode is processed to determine a time extent descriptor (e.g., in view of at least one of a context, in which the report query is made, and at least one dimension coordinate constraint). A processed result of querying the dimensionally-modeled fact collection includes appropriate indications of dimension coordinates in view of the time information from the time extent descriptor.

Abstract: A computer-implemented candidate assessment system is configured to identify the drive characteristics of a candidate having taken a personality test. The system includes a characteristic identification engine configured to identify at least a candidate achievement score, a candidate competitiveness score, and a candidate optimism score, a candidate assessment engine configured to determine a drive core skill score based on a combination of the candidate achievement score, candidate competitiveness score, and candidate optimism score. The drive score is determined with weighting using the achievement score. The system also includes a reporting engine configured to generate a profile report including the drive core skill score.

Abstract: A method and system for integration of real-time field data in chemical delivery vehicle operations is disclosed. Initially, information for a plurality of regions designated for chemical delivery is received at a command center, each of the plurality of regions having a defined boundary. Real-time and forecast environmental conditions are utilized in conjunction with prior and real-time field data to rank each of the plurality of regions. One or more chemical delivery vehicles are automatically selected and dispatched to one or more of the plurality of regions. When the one or more chemical delivery vehicles are within the defined boundary of one of the plurality of regions for chemical delivery, region specific chemical delivery procedures incorporating real-time environmental conditions are automatically calculated and initiated.

Abstract: Techniques are described for facilitating interactions between task requesters who have tasks available to be performed and task performer users who are available to perform tasks, such as interactions that enable improvement of unsatisfactory task performance results from human task performer users. In some situations, after a task performer user has generated initial results from performance of a task supplied by a task requester, the task requester indicates that the initial results are only partially satisfactory (e.g., only partially satisfy one or more criteria for the task performance results), and may result in only a partial payment rather than a full payment amount associated with fully satisfactory performance of the task. The task requester may also supply information to provide one or more opportunities to the task performer user to supply additional improved supplemental results (e.g., so as to receive the full payment amount).

Abstract: A system and method for dynamically allocating resources in a process. A demand pattern change detection unit, a future demand forecasting unit and a process optimization engine can be employed to constantly adjust resource allocation and assist in maintaining processes in a state of peak performance. An initial resource allocation unit generates an initial resource allocation plan based on past experience with respect to the process. The change detection unit detects a shift in the job demand pattern utilizing a statistical data when a change occurs in process requirements. The future demand generation unit accurately generates future demand data based on current job data and the outlook of future demand. The optimization engine acts as a surrogate process expert and provides recommendations to the process owner regarding potential possible resource allocation policies for new job demand data utilizing a simulation process to predict the result of variable staffing configurations.

Abstract: Embodiments of the invention are associated with a configuration comprising multiple integrated SOA governance components, and are generally concerned with monitoring and managing events that can or are likely to impact on different components of the configuration. One embodiment of the invention, directed to a method, comprises the steps of detecting a particular event that occurs at a particular SOA governance component of the configuration, and routing information pertaining to the detected event to a pre-specified storage location. The method further comprises operating a monitoring mechanism to selectively monitor the information routed to the location, and to determine from the monitored information that the particular event has occurred at the particular component of the configuration.

Abstract: A system, method and computer program product provides for accurate demand modeling and forecasting in retail categories using retail sales data sets with missing data values, in order to enable a variety of retail decision-support applications.

Abstract: System, method and computer program product for demand modeling and prediction in retail categories. The method uses time-series data comprising of unit prices and unit sales for a designated choice set of related products, with the time-series data obtained over a given sequence of sales reporting periods, and over a collection of stores in a market geography. Other relevant data sets from participating retail entities that include additional product attribute data such as market and consumer factors that affect retail demand are further used.

Abstract: A retailer computer system receives from a first computing device a shopping recap having data indicative of one or more products that were shown to a customer by the sales associate while the customer was within a retail establishment. The received shopping recap is stored within a data repository where it is linked to a customer identifier that is associated with the customer and an associate identifier that is associated with the sale associate. If the customer later purchases a product, data indicative of the product being purchased is compared against data within any shopping recap that is linked to that customer to determine if a sales associate that is also linked to any shopping recap linked to that customer is to be awarded a commission for the product being purchased. The purchase of the product by the customer may further generate a digital receipt where the digital receipt includes a notice that the customer is being awarded an incentive, such as a coupon.

Abstract: Disclosed are various embodiments for determining discounts that optimize revenue for customers or customer subsets. Transaction records that are associated with a customer and a merchant are obtained. Each transaction record identifies a corresponding purchase of a quantity of one of multiple items by the customer from the merchant at a corresponding unit purchase price. A normalized unit purchase price is generated for each transaction record by normalizing the respective unit purchase price relative to a respective unit retail price at the time of purchase. A demand curve is generated for the customer for the items based at least in part on the transaction records and the normalized unit purchase prices. The demand curve identifies a quantity of units that the customer is predicted to purchase at a range of normalized unit purchase prices.

Abstract: A unique monitoring system and method is provided that involves monitoring user activity in order to facilitate managing and optimizing the utilization of various system resources. In particular, the system can monitor user activity, detect when users need assistance with their specific activities, and identify at least one other user that can assist them. Assistance can be in the form of answering questions, providing guidance to the user as the user completes the activity, or completing the activity such as in the case of taking on an assigned activity. In addition, the system can aggregate activity data across users and/or devices. As a result, problems with activity templates or activities themselves can be more readily identified, user performance can be readily compared, and users can communicate and exchange information regarding similar activity experiences. Furthermore, synchronicity and time-sensitive scheduling of activities between users can be facilitated and improved overall.

Abstract: Systems, methods, and computer readable media for reporting on at least one aspect of respective performance of a plurality of agents. The methods can include receiving data representing respective performance parameters that pertain to the agents, storing the data for subsequent query and retrieval, receiving at least one query, retrieving at least some of the data in response to the query, and presenting at least one result of the query to the at least one user. Other aspects of the method enable management or supervisors to access data pertaining to teams or groups of agents, and drill-down to access data specific to the agents that comprise the various teams or groups. Systems and computer readable media are provided for practicing various aspects of the method.

Abstract: A system, computer-readable medium, and method for automatically determining if an applicant is qualified to perform a task are provided. In the method, an application including applicant identifier information identifying an applicant is received by a computing device. The applicant identifier information is extracted from the received application. A query to a database including the extracted applicant identifier information is created and sent to a database system using a network. The database system stores data associated with the extracted applicant identifier information. A response to the query is received from the database system using the network. The response includes data associated with the applicant's qualification to perform a task. Whether or not the applicant is qualified to perform the task is determined by comparing the data associated with the applicant's qualification to a predetermined qualification criterion.

Abstract: Systems and methods that may be used to promote products that include activity sensors are provided. Users are prompted to compete against one another in a store while performing physical activities. The physical activities are performed while wearing products that include attached or embedded sensors. The data generated by the sensors is used to generate a leaderboard. The leaderboard may be displayed in a store in close proximity to the products offered for sale.

Abstract: An analyzing system includes an analyzer and a server computer in communication with the analyzer via a network. The analyzer includes a first controller that is configured to communicate, via a display, instructions to an operator of the analyzer when a predetermined event occurs in the analyzer. The instructions request confirmation that the operator received training. The first controller is also configured to receive an indication of whether the operator has completed the training, and, when the indication indicates that the operator has completed the training, request, from the server, a confirmation that the operator has completed the training. The server computer is configured to receive the confirmation request from the analyzer, determine a training status of the operator, and communicate the training status to the analyzer. The first controller prevents measurement of a sample if the operator has not completed the training.

Abstract: An agent feedback tool includes an agent feedback database and an agent feedback module. The agent feedback module may include a vendor identification program, an agent feedback settings program, an agent feedback program, an agent reporting program, an agent summary program, and an agent profile program. The agent feedback module communicates with the agent feedback database to store mapping records and details relating to agents, vendors, vendor-specific locations, and feedback for the agents. The agent feedback program is operative to autopopulate one or more fields shown in an agent feedback graphical user interface by referring to mapping records stored in the agent feedback database.

Abstract: A real time sales support method includes automatically monitoring an interaction between a sales agent and a customer. One or more contexts of the interaction are determined and, based on the contexts, stored information relevant to the interaction is automatically retrieved. The retrieved information is provided in an electronically presentable format to the sales agent to be shared with the customer.

Abstract: Among other disclosed subject matter, a method for managing supply and demand for a ware includes obtaining requirement information for a ware, the requirement information representing a forecasted demand for the ware at a specified time. The method includes generating supply information for the ware, generating pegging information, obtaining order information for the ware, modifying the requirement information and updating the pegging information. Any remainder of the forecasted demand of the requirement information that is not consumed by the order remains associated with the supply information in the pegging information.

Abstract: An Internet Based Achievement Management Process & Method of use thereof which generally comprises computer software, including internet web page based code, and methods of applications that allows a user to mange, track, and record events and or achievements which pertain to professional, educational, and or personal goals as well as the ability to measure or compare the events and or achievements against their peers by means of an impartial third party review and assessment process.

Abstract: A system, computer program product and method for implementing and managing a value chain network.

Abstract: Systems and methods use behavioral data to assess listings for items. The behavior data may relate to information regarding user actions in connection with listings for the items. The listings may be collections of information about the items. Behavioral data in connection with a collection of listings is used to assess how changing listings affects one or more performance measures and/or to score listing quality. The assessment may be used for various purposes, such as identifying listings that may be changed to achieve one or more improved performance measures for corresponding items and for other applications.

Abstract: Tracking or monitoring activities associated with employees, such as field technicians working in the field, is based on receiving and processing activity information related to activities conducted by the employees. Activity information may include location information associated with individual activities or equipment, employee status information (e.g. clocked-in or clocked-out), travel information, or other information associated with an employee's activities. In an example, tracking employee activities may include receiving field service activity information, associating at least one data source with at least one technician, associating an acquisition event with at least one time window and at least one location, and generating a timeline associated with the at least one technician and at least one data source, where generating the timeline includes reconciling the acquisition event with the received field service activity information.

Abstract: A system and method for analyzing agent interactions is provided. An interaction between an agent and a business is provided to analysts. Performance scores for the interaction are received from each of the analysts and compared. A deviation between the performance score is determined. The deviation is compared to a threshold. Further interactions are provided to at least one of the analysts when the deviation falls below the threshold. A further performance score for the interaction is received from the analyst and provided to the agent associated with the interaction.

Abstract: A system of interrogation to estimate whether a subject of interrogation is likely experiencing high stress, emotional volatility and/or internal conflict in the subject's responses to an interviewer's questions. The system applies one or more of four procedures, a first statistical analysis, a second statistical analysis, a third analysis and a heat map analysis, to identify one or more documents containing the subject's responses for which further examination is recommended. Words in the documents are characterized in terms of dimensions representing different classes of emotions and states of mind, in which the subject's responses that manifest high stress, emotional volatility and/or internal conflict are identified. A heat map visually displays the dimensions manifested by the subject's responses in different colors, textures, geometric shapes or other visually distinguishable indicia.

Abstract: In some embodiments, a market assessment system comprises a market opportunity engine, a market capture engine, a comparison engine, and an attainability engine. The market opportunity engine is operable to provide an opportunity measurement for each market of a plurality of markets. The market capture engine operable to provide an actual capture measurement for each market of the plurality of markets. The actual capture measurement indicates an amount of the product actually provided by the enterprise within each market. The comparison engine operable to compare a first market of the plurality of markets to one or more different markets of the plurality of markets to determine one or more comparable markets. The attainability engine operable to calculate an attainable opportunity measurement for the first market based on the actual capture measurement and the opportunity measurement for each of the one or more comparable markets.

Abstract: A business method associates provisioning costs with a usage history indicative of user computing demand, and coalesces the cost data to identify an appropriate provisioning level balancing the provisioning cost and the usage demand cost. Conventional computing environments suffer from the shortcoming of being prone to overprovisioning or underprovisioning a user. Such misprovisioning is inefficient because it denotes underutilized computing resources or ineffective and/or disgruntled users. Costs increase either due to the excessive hardware bestowed on the overprovisioned user, or in support costs addressing the underprovisioned user. Configurations herein substantially overcome such shortcomings by defining a policy indicative of overprovisioning and underprovisioning indicators (misprovisioning flags), and defining rules to specify a triggering event indicating the need to reassess the provisioning of a user.