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Systems and methods for optimal scheduling of resources in a contact center

  • US 10,129,405 B2
  • Filed: 02/12/2018
  • Issued: 11/13/2018
  • Est. Priority Date: 12/30/2016
  • Status: Active Grant
First Claim
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1. A method for allocating contacts in a contact center, comprising:

  • assigning, by a processor of a contact center, each of a plurality of resources to one of;

    (i) a first set of resources each comprising a proficiency level above a first threshold for a first resource attribute, or (ii) a second set of resources each comprising a proficiency level below the first threshold for the first resource attribute and a proficiency level above a second threshold for a second resource attribute;

    predicting, by the processor, for a time period, an expected number of incoming contacts requiring resources possessing the first resource attribute, wherein the expected number is predicted to be higher during a high demand portion of the time period;

    identifying, by the processor, a correlation between the first and second resource attributes; and

    based on the correlation, assigning, by the processor, a contact to one of the resources, wherein;

    when the contact is received during the high demand portion, the one resource is selected from the second set of resources; and

    when the contact is received outside the high demand portion, the one resource is selected from the first set of resources.

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