Sameet V Joshi

US Patent:

8131578, Mar 6, 2012

Filed:

Jun 30, 2006

Appl. No.:

11/478714

Inventors:

Jason Fama - Foster City CA, US
Uri Peleg - Santa Clara CA, US
Richard M. Lawrence - Bainbridge Island WA, US
Sameet Vasant Joshi - Palo Alto CA, US

Assignee:

Verint Americas Inc. - Melville NY

International Classification:

G06Q 10/00

US Classification:

705 713

Abstract:

Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality of schedulable objects. The scheduling is performed in accordance with a workload forecast and schedule constraints. Each of the schedulable objects is based on the shift activity template. The shift activity template describes a worker activity performed during a shift. The template has range of start times and a variable length for the activity. The activity is associated with a queue.

US Patent:

20080004936, Jan 3, 2008

Filed:

Sep 29, 2006

Appl. No.:

11/529946

Inventors:

Jason Fama - Foster City CA, US
Uri Peleg - Santa Clara CA, US
Michael R. Bourke - San Francisco CA, US
Richard M. Lawrence - Bainbridge Island WA, US
Sameet Vasant Joshi - Palo Alto CA, US

International Classification:

G06F 9/46

US Classification:

705 9

Abstract:

Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: collecting an agent activity of a first class and an agent activity of a second class; and displaying the agent activity of the first class and the agent activity of the second class along the same timeline axis. The agent activities are collected from a contact center data source. The second class is different from the first class. Both activities are associated with the same agent. Each activity is derived from a different virtual data source.

US Patent:

20110295639, Dec 1, 2011

Filed:

May 31, 2011

Appl. No.:

13/149655

Inventors:

Jason Fama - Redwood City CA, US
Uri Peleg - Santa Clara CA, US
Richard M. Lawrence - Bainbridge Island WA, US
Sameet Vasant Joshi - Palo Alto CA, US

Assignee:

VERINT AMERICAS INC. - Melville NY

International Classification:

G06Q 10/00

US Classification:

705 715

Abstract:

Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: collecting an agent activity of a first class and an agent activity of a second class; and displaying the agent activity of the first class and the agent activity of the second class along the same timeline axis. The agent activities are collected from a contact center data source. The second class is different from the first class. Both activities are associated with the same agent. Each activity is derived from a different virtual data source.