METHOD AND COMPUTER FOR CREATING COMMUNICATOR'S SCHEDULE
First Claim
1. A method of creating schedules for a plurality of communicators of a contact center by a computer,wherein the computer stores at least data indicating a skill of each of the plurality of communicators in a storage unit;
- the method comprising steps of;
accepting a designated input of a number of the communicators to be placed, for each of a plurality of skills of the communicators for each of the time periods of a task, from a manager of the contact center;
further storing, in the storage unit, data indicating a number of personnel who have accepted the designated input for each time period of the task; and
creating a schedule of the plurality of communicators, based on data indicating the stored number of personnel for each time period of the task.
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Abstract
A computer (server 10) stores at least data describing the skills of each of a plurality of communicators in a storage unit (120). The computer receives, from a manager at a contact center, an input for specifying the number of communicators to be assigned to each of a plurality of skills of communicators for each time period of a task, and further stores data describing the number of personnel designated by the received input into the storage unit (120) for each time period of the task. According to the stored data describing the number of personnel, the computer creates the schedules of the plurality of communicators for each time period of the task.
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Citations
11 Claims
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1. A method of creating schedules for a plurality of communicators of a contact center by a computer,
wherein the computer stores at least data indicating a skill of each of the plurality of communicators in a storage unit; - the method comprising steps of;
accepting a designated input of a number of the communicators to be placed, for each of a plurality of skills of the communicators for each of the time periods of a task, from a manager of the contact center; further storing, in the storage unit, data indicating a number of personnel who have accepted the designated input for each time period of the task; and creating a schedule of the plurality of communicators, based on data indicating the stored number of personnel for each time period of the task. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 11)
- the method comprising steps of;
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10. A computer that creates a schedule for a plurality of communicators of a contact center,
wherein at least data indicating a skill for each of the plurality of communicators is stored in a storage unit; - the computer comprising;
a unit configured to accept a designated input of a number of the communicators to be placed for each of a plurality of skills of the communicators for each time period of the task from the manager of the contact center; a unit configured to store further, in the storage unit data indicating the number of personnel for whom the designated input was accepted for each time period of the task; and a unit configured to create a schedule for the plurality of communicators based on data indicating the stored number of personnel for each time period of the task.
- the computer comprising;
Specification