Method and apparatus for multi-contact scheduling

• US 20050125439A1
• Filed: 01/18/2005
• Published: 06/09/2005
• Est. Priority Date: 04/30/2001
• Status: Active Grant

• Current Assignee: Verint Americas Incorporated (Verint Systems Incorporated)
• Original Assignee: Credit Suisse International (Credit Suisse)
• Inventors: Nourbakhsh, Illah, Hamilton, Edward, Fama, Jason, Matan, Ofer, Fukunaga, Alex, Veach, Scott
• Granted Patent: US 7,788,286 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution

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.

Claims

1-44. -44. (canceled)

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:

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.

46-54. -54. (canceled)