Method and apparatus for multi-contact scheduling
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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
46 Claims
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1-44. -44. (canceled)
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45. A method for generating a 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.
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46-54. -54. (canceled)
Specification