Patent application number | Description | Published |
20080300955 | System and Method for Multi-Week Scheduling - Systems and methods of scheduling a customer center workforce are disclosed. One exemplary method comprises ordering a set of slots in the scheduling period to be bound to worker shifts. The method further comprises binding a first portion of the worker shifts within a domain to the ordered set of slots to produce a first schedule. The first schedule has a first evaluation factor. The method further comprises comparing the first evaluation factor to a second evaluation factor. The method further comprises outputting a selected schedule based on the comparison. | 12-04-2008 |
20080300963 | System and Method for Long Term Forecasting - Systems and methods of strategic forecasting of demand are disclosed. One such method comprises receiving demand data and computing a variant factor associated with a variant. The variant includes a variant date and a measure of demand on the variant date. The method further includes generating a strategic forecast. The strategic forecast includes a forecast for the variant date, based on the variant factor and on the demand data for the variant date. | 12-04-2008 |
20100172485 | SYSTEMS AND METHODS FOR DETERMINING ALLOCATIONS FOR DISTRIBUTED MULTI-SITE CONTACT CENTERS - A system for allocating contact center resources among geographically distributed sub-centers of an enterprise comprises a processing system. The processing system is configured to create a distributed campaign for the enterprise, create a workload forecast of events for the distributed campaign, wherein the processing system, to create the workload forecast, is configured to treat the geographically distributed sub-centers as being co-located in a virtual contact center, execute a discrete event-based simulation utilizing the virtual contact center to allocate the events to the contact center resources, wherein the processing system, to execute the discrete event-based simulation, is configured to treat the contact center resources as being co-located in the virtual contact center, and determine recommended allocations of the contact center resources among the geographically distributed sub-centers based on a relative distribution of the events allocated to the contact center resources at the geographically distributed sub-centers. | 07-08-2010 |
20110112879 | METHOD AND APPARATUS TO MANAGE A WORKFORCE - A method for managing a workforce is provided. The method includes identifying customer interactions corresponding to an initial work volume handled by a workforce, and identifying comments within the customer interactions related to at least one performance goal used to generate the initial work schedule. The method also includes generating feedback information based on the comments to be used when generating a subsequent schedule. | 05-12-2011 |
20110295639 | SYSTEMS AND METHODS FOR AUTOMATIC SCHEDULING OF A WORKFORCE - 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. | 12-01-2011 |
20120072254 | SYSTEMS AND METHODS FOR PROVIDING WORKFORCE OPTIMIZATION TO BRANCH AND BACK OFFICES - Systems and methods for providing workforce optimization are provided. A representative method includes: planning a first campaign to implement business goals; scheduling and deploying a workforce in accordance with the campaign to produce a plurality of interactions, at least one of the interactions involving a customer and a first agent of a contact center, at least another of the interactions involving a customer and a second agent of a branch office or back office; measuring performance of the first agent and the second agent on at least a portion of the interactions to produce a set of quality metrics for the agents; combining at least a portion of quality metrics to produce performance indicators; and using the performance indicators in the planning step of a second campaign or another iteration of the first campaign. | 03-22-2012 |
20120224679 | SYSTEMS AND METHODS FOR SCHEDULING OF OUTBOUND AGENTS - A system for scheduling outbound agents comprises an instruction execution system. The instruction execution system is configured to identify a workload comprising a plurality of outbound contacts. The instruction execution system is further configured to receive historical information comprising connection rates of past outgoing contact attempts. The instruction execution system is further configured to schedule the outbound contacts based at least on the connection rates of the past outgoing contact attempts. | 09-06-2012 |
20150106145 | System and Method of Work Assignment Management - Methods of intelligent routing of work assignment includes indexing plurality of pending tasks and indexing a plurality of available employees. A first employee is retrieved from an index of available employees. A next available task assignable to the first employee is determined. A work item fro the next available task is assigned to the first employee from the available employee list. The assigned work item is removed from pending task list. The first employee is removed from the available employee list. The next employee is retrieved from the index of available employees. | 04-16-2015 |