OFFERING UPTIME ADJUSTMENTS TO A WORK SCHEDULE
First Claim
1. A method for offering uptime adjustments to a work schedule for at least one currently unscheduled agent possessing at least one skill type, comprising:
- accepting at least one forecasted manpower requirement of zero or more agents for an interval of time for a skill;
requesting an uptime display for an unscheduled time period of the at least one currently unscheduled agent;
assessing the type and number of skill types of the at least one currently unscheduled agent;
determining a manpower availability for the an interval of time based upon all agents currently scheduled for each skill type based upon the forecasted manpower requirement;
calculating a manpower delta between the forecasted manpower requirement for the an interval of time and the determined manpower availability for each skill type; and
offering an uptime adjustment if the calculated manpower delta shows additional manpower is required for any skill possessed by the at least one currently unscheduled agent.
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Accused Products
Abstract
A system, method, and computer readable medium for offering uptime adjustments to a work schedule for at least one currently unscheduled agent possessing at least one skill type, that comprises, accepting at least one forecasted manpower requirement of zero or more agents for an interval of time for a skill, requesting an uptime display for an unscheduled time period of the at least one currently unscheduled agent, assessing the type and number of skill types of the at least one currently unscheduled agent, determining a manpower availability for the an interval of time based upon all agents currently scheduled for each skill type based upon the forecasted manpower requirement, calculating a manpower delta between the forecasted manpower requirement for the an interval of time and the determined manpower availability for each skill type, and offering an uptime adjustment if the calculated manpower delta shows additional manpower is required for any skill possessed by the at least one currently unscheduled agent.
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Citations
20 Claims
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1. A method for offering uptime adjustments to a work schedule for at least one currently unscheduled agent possessing at least one skill type, comprising:
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accepting at least one forecasted manpower requirement of zero or more agents for an interval of time for a skill;
requesting an uptime display for an unscheduled time period of the at least one currently unscheduled agent;
assessing the type and number of skill types of the at least one currently unscheduled agent;
determining a manpower availability for the an interval of time based upon all agents currently scheduled for each skill type based upon the forecasted manpower requirement;
calculating a manpower delta between the forecasted manpower requirement for the an interval of time and the determined manpower availability for each skill type; and
offering an uptime adjustment if the calculated manpower delta shows additional manpower is required for any skill possessed by the at least one currently unscheduled agent. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A computer readable medium comprising instructions comprising:
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requesting an uptime display for an unscheduled time period for at least one currently unscheduled agent;
assessing the type and number of skills of the at least one currently unscheduled agent;
determining a manpower availability based upon assessed skills for each skill type;
calculating a manpower delta between a forecasted manpower requirement and the determined manpower availability based upon assessed skills for each skill type;
offering an uptime adjustment if the calculated manpower delta shows additional manpower is required for any skill assessed to the at least one currently unscheduled agent; and
tabulating uptime adjustment offerings. - View Dependent Claims (14, 15, 16, 17)
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18. A system for offering uptime adjustments to a work schedule wherein a manpower requirement is forecasted for at least one currently unscheduled agent possessing at least one skill type, comprising:
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a memory that receives at least one of;
a manpower forecast and a skill assessment for an currently unscheduled agent; and
a processor communicably coupled to the memory, wherein the processor;
requests an uptime display for an unscheduled time period for at least one currently unscheduled agent;
assesses the type and number of skills of the at least one currently unscheduled agent;
determines a manpower availability based upon assessed skills for each skill type;
calculates a manpower delta between the forecasted manpower requirement and the determined manpower availability based upon assessed skills for each skill type; and
offers an uptime adjustment if the calculated manpower delta shows additional manpower is required based upon assessed skills. - View Dependent Claims (19, 20)
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Specification