Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
First Claim
1. A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue comprising:
- a first interface for making interface with and accessing information from the queue;
a second interface for making interface with and accessing information from a data source about workforce availability and state information;
a processing component for processing queue information and workforce information; and
a message generation and delivery component for generating a workforce allocation recommendation based on results from processing and sending the recommendation to a target entity;
characterized in that the application periodically accesses the queue and the data source to obtain the most recent information for processing, and generates periodic recommendations based on real-time requirements of events and availability states of resources.
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Abstract
A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.
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Citations
36 Claims
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1. A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue comprising:
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a first interface for making interface with and accessing information from the queue;
a second interface for making interface with and accessing information from a data source about workforce availability and state information;
a processing component for processing queue information and workforce information; and
a message generation and delivery component for generating a workforce allocation recommendation based on results from processing and sending the recommendation to a target entity;
characterized in that the application periodically accesses the queue and the data source to obtain the most recent information for processing, and generates periodic recommendations based on real-time requirements of events and availability states of resources. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15)
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16. In a communication center environment, an automated system for generating workforce resource allocation recommendations based on requirements for queued events and current workforce presence and state parameters comprising:
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a first server having network access to the queued events;
a second server having network access to the first server and having network access to the workforce presence and state parameters; and
a software application running on the first server, the application including a processing component for processing queue information and workforce information; and
a message generation and delivery component for generating a workforce allocation recommendation based on results from processing and sending the recommendation to a target entity;
characterized in that the recommendation provides direction for allocation of resources ahead of a time when the considered events would require actual event handling. - View Dependent Claims (17, 18, 19, 20, 21, 22, 23, 24, 25)
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26. A method for anticipating resources needed for events represented in a communication-center queue comprising steps of:
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(a) using a software application, accessing the queue to gain access to requirements and parameters of events represented therein;
(b) quantifying and sorting the accessed requirements;
(c) using the same software application, accessing a data source to gain access to presence and state information of center resources;
(d) performing a comparative analysis of requirements against available resources;
(e) generating a resource allocation recommendation based on the results of analysis; and
(f) sending the recommendation to a target entity responsible for resource allocation. - View Dependent Claims (27, 28, 29, 30, 31, 32, 33, 34, 35, 36)
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Specification