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Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue

  • US 20030037113A1
  • Filed: 08/27/2002
  • Published: 02/20/2003
  • Est. Priority Date: 11/08/2000
  • Status: Active Grant
First Claim
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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:

  • 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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