| IEX CORPORATION Patent applications |
| Patent application number | Title | Published |
|---|
| 20110010219 | Method and system for determining adherence to a workflow - An adherence system provides an entity (such as a supervisor) with the ability to define one or more acceptable agent state “rules” that are then monitored for compliance. A particular “rule” defines a sequence of user-configured or system-defined work item handling states and, optionally, a particular duration for a given state in the sequence. The rule typically also has associated therewith one or more user-configured or system-defined “actions” that should occur if the rule (which is sometimes referred to as a “policy”) is triggered. Using state information, the system monitors the various states of a particular agent against one or more rules. If the agent violates the rule (e.g., by moving in or out of a state out of sequence, by staying within a given state too long, or the like), a trigger event is initiated to indicate a potential or actual policy violation. The trigger event may then initiate a given action. | 01-13-2011 |
| 20080300953 | Workforce management system with fairness scheduling - A workforce management system implements enhanced any-day-of-the-week or holiday fairness processing. The system provides one or more display interfaces indexed by day of week or given holiday dates, and through which a user defines a fairness policy with respect to each such day or dates. In use, the system compares a fairness policy with historical credit data to generate a rank order of agent eligibility to fulfill a contact center schedule for a given day or holiday date. This rank order of agent availability is then provided to a scheduler to enable generation of one or more contact center schedules for the given day or holiday date. The day of week and holiday fairness may be carried out independently or combined. The system also enables fairness days or dates to be processed according to a user-defined priority. | 12-04-2008 |
| 20080235074 | Method for Forecasting and Managing Multimedia Contacts - Multimedia contacts are forecasted, propagated, and managed for each period in a range. The number of contacts received in a period is forecasted using historical methods and is propagated to succeeding periods based on the business goals, such as how quickly a certain contact type is to be handled. After the contacts have been propagated, a total contacts to handle is determined for each period, and the staffing requirements are calculated therefrom. | 09-25-2008 |
