Method and apparatus for multi-contact scheduling
First Claim
1. A method for generating an agent schedule for a multi-contact center, wherein the multi-contact center processes a plurality of contact queues, comprising immediate contact queues and deferred contact queues, the method comprising:
- scheduling software receiving a plurality of scheduling data from a user interface;
the scheduling software generating a plurality of scheduling constraints;
a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules comprising at least one potential schedule for each of the plurality of contact queues, including first potential schedules for immediate queues, and second potential schedules for deferred queues;
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.
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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.
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Citations
54 Claims
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1. A method for generating an agent schedule for a multi-contact center, wherein the multi-contact center processes a plurality of contact queues, comprising immediate contact queues and deferred contact queues, the method comprising:
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scheduling software receiving a plurality of scheduling data from a user interface;
the scheduling software generating a plurality of scheduling constraints;
a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules comprising at least one potential schedule for each of the plurality of contact queues, including first potential schedules for immediate queues, and second potential schedules for deferred queues;
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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 16, 17, 18, 19, 20, 21, 22, 23, 24, 25, 26, 27, 28, 29, 30)
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15. A system for generating a schedule for a plurality of agents in a multi-contact center, wherein the multi-contact center processes a plurality of contact queues, comprising immediate contact queues and deferred contact queues, the system comprising:
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at least one server comprising at least one storage device;
at least one client processor coupled to the server through a network, wherein the client processor is coupled to a plurality of storage devices, including a storage device that stores instructions that, when executed, cause the at least one client processor to, receive a plurality of scheduling data from a user interface;
generate a plurality of scheduling constraints;
use the plurality of scheduling constraints to generate a plurality of potential schedules comprising at least one potential schedule for each of the plurality of contact queues, including first potential schedules for immediate queues, and second potential schedules for deferred queues;
perform a first analysis on the first potential schedules to generate first estimated service levels; and
perform 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.
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31. An electromagnetic medium containing executable instructions which, when executed in a processing system, cause the system to generate a schedule for a plurality of agents in a multi-contact center, wherein generating the schedule comprises:
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scheduling software receiving a plurality of scheduling data from a user interface;
the scheduling software generating a plurality of scheduling constraints;
a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules comprising at least one potential schedule for each of the plurality of contact queues, including first potential schedules for immediate queues, and second potential schedules for deferred queues;
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. - View Dependent Claims (32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 46, 47, 48, 49, 50, 51, 52, 53, 54)
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45. A method for generating an agent schedule for a multi-contact center, wherein the multi-contact center processes a plurality of contact queues, comprising immediate contact queues and deferred contact queues, the method comprising:
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scheduling software receiving a plurality of scheduling data from a user interface, wherein the scheduling data includes data regarding immediate contact queues and deferred contact queues;
the scheduling software generating a plurality of scheduling constraints;
a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules comprising at least one potential schedule for each of the plurality of contact queues;
performing an analysis on the at least one potential schedule to generate estimated service levels in common units for both the immediate contact queues and the deferred contact queues.
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Specification