Method And Apparatus For Anticipating And Planning Communication-Center Resources Based On Evaluation Of Events Waiting In A Communication Center Master Queue
10 Assignments
0 Petitions
Accused Products
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.
-
Citations
37 Claims
-
1-36. -36. (canceled)
-
37. In a communication center, a software application comprising:
-
a first function for accessing information concerning events from a routing engine;
a second function for accessing information from a data source about workforce availability and state information;
a processing function for processing event information and workforce information; and
a message generation and delivery function 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 routing engine 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.
-
Specification