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System and method for integrated resource scheduling and agent work management

  • US 20030163360A1
  • Filed: 02/24/2003
  • Published: 08/28/2003
  • Est. Priority Date: 02/25/2002
  • Status: Active Grant
First Claim
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1. A system for integrating agent scripting and workforce management functions in contact centers, comprising:

  • a workforce management system consisting of at least a forecasting engine, a business rules module, a scheduling engine, and an adherence module;

    an agent scripting engine; and

    a feedback mechanism between the said agent scripting engine and either the said forecasting engine or the said adherence module of the said workforce management system, or both;

    wherein useful information is exchanged dynamically between the said workforce management system and the said agent scripting engine, said information exchange being unidirectional in either direction, or bidirectional.

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