n2) Unlted States Patent (10) Patent N0.2 US 8,219,430 B1 Thompson et al. (45) Date of Patent: Jul. 10, 2012

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1 US B1 n2) Unlted States Patent (10) Patent N0.2 US 8,219,430 B1 Thompson et al. (45) Date of Patent: Jul. 10, 2012 (54) RESOURCE MANAGEMENT SYSTEM 6,192,346 B1* 2/2001 Green /9 6,356,875 B1 * 3/2002 Green et al /9. ~. 6,415,259 Bl* 7/2002 Wol?nger et al.. 705/8 (75) Inventors?lob ifg?olmpliog Muklheagw gs) 6,587,831 B1* 7/2003 O Brien /8 _ar_ e 6 ac enmore, (U ) 6,732,079 B1* 5/2004 Kintner etal. 705/8 Tlel1I1X11,BOIhe11,WA(U$); Morgan 6,850,895 B2* 2/2005 Brodersen etal.. 705/9 Skinner, Kirkland, WA (US); Richard 6,957,188 B1* 10/2005 Delleviet a /9 storms, Monroe, WA (Us) 2005/ A1* 4/2005 Brodersen etal /8 (73) Assignee: Nintendo Co., Ltd., Redmond, WA (US) OTHER PUBLICATIONS Practical Function Set for Workforce Management, Research Dis ( * ) Nonce: sublact to any dlsclalmer: the term Ofthls closure NNRD413142, Sep. 1, 1998, 3 pages, retrieved from: East, patent is extended or adjusted under 35 U-S-C- 154(1)) by 1737 days- Technical Disclosure Bulletins} National Finance Center-Employee Personal Page Information, Feb. 24, 1999 [retrieved Mar. 5, 2004], pp. 1-1 (21) Appl. No.: 09/723,319 10, retrieved from: Google.com and archive.org.* Moseley et al., Mastering Of?ce 97: Professional Edition, SybeX, (22) Filed: Nov. 27, , pp and * Skill-Based TechnologyiDriving the Future of Customer Ser Related U_s_ Application Data vice ; PrimeTime Skills, 1999 Blue Pumpkin Software, Inc. (2.... pages). (60) Provlslonal apphcatlon NO- 60/193,248,?led On Mar- eworkforce Management ; Aspect SeriesFive Multisite Edition. (2 30, pages). Improve Customer Satisfaction Right from your Desktop ; (51) Int, Cl, PrimteTime Skill 1999 Blue Pumpkin Software. (2 pages). G06Q 10/00 ( ) C t. d (52) us. Cl /7.12; 705/7.13; 705/7.14; ( on me ) _ 705/7'15; 705/7'16 Primary Examiner * Beth V Boswell (58) Fleld of Classl?catlon Search /7705/28,196, Assistant Examiner i Nadja Chong Cruz ' T 74 AH A t F' *N' &V d h P.C. See application?le for complete search history. ( ) omey gen 0r Wm lxon an er ye 57 ABSTRACT (56) References Cited ( ) U.S. PATENT DOCUMENTS 5,325,292 A 6/1994 Crockett /401 5,600,554 A * 2/1997 Williams /1 5,634,055 A 5/1997 Barnewallet a /103 5,765,140 A * 6/1998 Knudson et a /9 5,893,906 A 4/1999 Daf?n et a1. 705/28 5,907,829 A 5/1999 Kida /9 5,911,134 A 6/1999 Castonguayet al /9 6,023,572 A 2/2000 LautZenheiser et al.. 395/ ,044,355 A 3/2000 Crockett et a /8 A resource management system includes a Work plan builder module con?gured to build Work plans for Workers. The Work plan builder module is con?gured 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. 39 Claims, 21 Drawing Sheets WORK PLAN L52 BUILDER WORK FORCE \7/58 FORECAST REAL TIME 7:34 STATUS SUPERVISION J90 TOOL CURRENT DAY 1156 ACTIVITY CALL CENTER 192 REPORTER

2 US 8,219,430 B1 Page 2 OTHER PUBLICATIONS MarketscopezWorkforce Management Software for the Contact Center ; Wendy S. Close & Tom Berg; Gartner, Oct. 1, (17 pages). Interactive Agent ; Aspect SeriesFive 2000 Aspect Communica tions Corporation. (2 pages). Enhancing Communication throughout Your Center ; PrimeTime Insight, 2000 Blue Pumpkin Software, Inc. (2 pages). Elegantly Managing the CompleXities of the Contact Center ; PrimeTime Enterprise, 2000 Blue Pumpkin Software, Inc. (4 pages). Blue Pumpkin Director Professional Product Brief, Blue Pumpkin Software, Inc. (3 pages). Blue Pumpkin Director Enterprise Product Brief, Blue Pumpkin Software, Inc. (3 pages). Additional Features and Bene?ts Aspect eworkforce Management. (2 pages). Aspect eschedule Planner ; Aspect eworkforce Management; 2003 Aspect Communications Corporation. (4 pages). Blue Pumpkin Activity Manager Product Brief, Blue Pumpkin Software, Inc. (2 pages). Blue Pumpkin Advisor Express Product Brief, Blue Pumpkin Software, Inc. (2 pages). Workforce Management Solution Brief, Blue Pump kin Software, Inc. (4 pages). Contact Center Performance Benchmarking Product Brief, Blue Pumpkin Software, Inc. (2 pages). * cited by examiner

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