Ofer J Matan

US Patent:

6952732, Oct 4, 2005

Filed:

Apr 30, 2001

Appl. No.:

09/846016

Inventors:

Illah Nourbakhsh - Pittsburgh PA, US
Ofer Matan - Palo Alto CA, US
Jason Fama - Mountain View CA, US
Scott Veach - Los Angeles CA, US
Edward Hamilton - Los Gatos CA, US
Alex Fukunaga - Rancho Polas Verdes CA, US

Assignee:

Blue Pumpkin Software, Inc. - Sunnyvale CA

International Classification:

G06F015/173

US Classification:

709226, 709225, 709229, 718102, 718103, 718104, 718105

Abstract:

A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.

US Patent:

6959405, Oct 25, 2005

Filed:

Apr 18, 2001

Appl. No.:

09/837251

Inventors:

Cheryl Hite - Redwood Shores CA, US
Tyler Morse - Brisbane CA, US
Ofer Matan - Palo Alto CA, US
Tiffany Boehmer - Palo Alto CA, US
Illah Nourbakhsh - Pittsburgh PA, US
Serdar Uckun - Palo Alto CA, US
Jason Fama - Mountain View CA, US
Edward Reusser - Sunnyvale CA, US
Gregory Fichtenholtz - Sunnyvale CA, US
Simon Shvarts - Cupertino CA, US

Assignee:

Blue Pumpkin Software, Inc. - Sunnyvale CA

International Classification:

G06F011/00

US Classification:

714 57, 705 8, 705 9, 700 99, 700100

Abstract:

A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.

US Patent:

7281173, Oct 9, 2007

Filed:

Nov 15, 2005

Appl. No.:

11/237456

Inventors:

Cheryl Hite - Redwood Shores CA, US
Tyler Morse - Brisbane CA, US
Ofer Matan - Palo alto CA, US
Tiffany Boehmer - Palo Alto CA, US
Illah Nourbakhsh - Pittsburgh PA, US
Serdar Uckun - Palo Alto CA, US
Jason Fama - Mountain View CA, US
Edward Reusser - Sunnyvale CA, US
Gregory Fichtenholtz - Sunnyvale CA, US
Simon Shvarts - Cupertino CA, US

Assignee:

Witness Systems, Inc. - Roswell GA

International Classification:

G06F 11/00
G06F 9/46
G06F 19/00

US Classification:

714 57, 705 8, 705 9, 700 99, 700100

Abstract:

A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.

US Patent:

7478051, Jan 13, 2009

Filed:

Jul 5, 2001

Appl. No.:

09/899895

Inventors:

Illah Nourbakhsh - Pittsburgh PA, US
Tyler Morse - Brisbane CA, US
David Andre - Berkeley CA, US
Ofer Matan - Palo alto CA, US

International Classification:

G06F 9/46

US Classification:

705 9

Abstract:

A method and apparatus for long-range planning. One embodiment includes a method for long-range planning for staffing in a complex environment, such as a contact center. The method includes defining at least one employee profile, wherein an employee profile comprises a group of employees that have the same skills, and wherein defining comprises specifying characteristics, including a skill set and an efficiency percentage. The method further includes defining at least one queue, specifying at least one criteria to be satisfied by a long-range staffing plan, and calculating an effect of staffing the at least one queue with the at least one employee profile, wherein the calculated effect includes a service level for the at least one queue, and an effective cost per hour.

US Patent:

7752508, Jul 6, 2010

Filed:

Oct 8, 2007

Appl. No.:

11/868656

Inventors:

Cheryl Hite - Redwood Shores CA, US
Tyler Morse - Brisbane CA, US
Ofer Matan - Palo Alto CA, US
Tiffany Boehmer - Palo Alto CA, US
Illah Nourbakhsh - Pittsburgh PA, US
Serdar Uckun - Palo Alto CA, US
Jason Fama - Mountain View CA, US
Edward Reusser - Sunnyvale CA, US
Gregory Fichtenholtz - Sunnyvale CA, US
Simon Shvarts - Cupertino CA, US

Assignee:

Verint Americas Inc. - Melville NY

International Classification:

G06F 11/00

US Classification:

714 57, 705 8, 705 9, 700 99, 700100

Abstract:

A method and system for handling real-time indications of resource scheduling conflicts. In one embodiment, the method includes a computer system including a user interface, display, processor, and some form of memory. Contained within the memory is a resource scheduling process that analyzes resource data, scheduling criteria, and work parameters to create a working schedule. In conjunction with the creation of a working schedule, the scheduling process detects resource conflicts that can inhibit the schedule's functionality. Once detected an identification process conveys the error to the user concurrently with the schedule process to provide the user with a real-time indication of resource conflicts. The indication is presented in an unobtrusive manner so as to not interfere or impede the scheduling process. In addition, should the specific resource causing the conflict be identifiable, the indication process conveys that information in a similar real-time methodology.

US Patent:

7788286, Aug 31, 2010

Filed:

Jan 18, 2005

Appl. No.:

11/037604

Inventors:

Illah Nourbakhsh - Pittsburgh PA, US
Ofer Matan - Palo Alto CA, US
Jason Fama - Mountain View CA, US
Scott Veach - Los Angeles CA, US
Edward Hamilton - Los Gatos CA, US
Alex Fukunaga - Rancho Palos Verdes CA, US

Assignee:

Verint Americas Inc. - Melville NY

International Classification:

G06F 7/00
G06F 17/00

US Classification:

707802

Abstract:

A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.

US Patent:

20060158336, Jul 20, 2006

Filed:

Jan 3, 2006

Appl. No.:

11/323754

Inventors:

Illah Nourbakhsh - Pittsburgh PA, US
Ofer Matan - Seattle WA, US

International Classification:

G08B 23/00
G08B 19/00
G08B 1/00

US Classification:

340573100, 340531000, 340521000

Abstract:

A system for home and home occupant monitoring that requires near-zero set-up time and set-up expertise, and provides for both authentication, security and semantically meaningful interpretation of home activity.

US Patent:

56886047, Nov 18, 1997

Filed:

Jul 21, 1995

Appl. No.:

8/505472

Inventors:

Ofer J. Matan - Palo Alto CA
Illah R. Nourbakhsh - Stanford CA

International Classification:

E04B 119

US Classification:

4285422

Abstract:

A tensile-integrity (tensegrity) structure which automatically and elastically returns to its original shape after deformation comprises compression units (e. g. struts) �11! connected together by elastic tensile units (e. g. elastic chords) �13!. Each elastic chord �13! connects the extreme tip �12! of a first side strut to a midpoint �15! of a center strut. The extreme tip of a second side strut is similarly connected to the midpoint of the center strut by an elastic chord.