×

Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue

  • US 6,822,945 B2
  • Filed: 08/27/2002
  • Issued: 11/23/2004
  • Est. Priority Date: 11/08/2000
  • Status: Expired
First Claim
Patent Images

1. In a communication center, a software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue comprising:

  • a first function for accessing information from the queue;

    a second function for accessing information from a data source about workforce availability and state information;

    a processing function for processing queue 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 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.

View all claims
  • 12 Assignments
Timeline View
Assignment View
    ×
    ×