Patent ID: 9600789
Date: 2017-03-21
CPC Classifications: G06Q,H04M

Claim:
1. A method for generating a roster template for use in scheduling agent resources for a contact center to conduct a campaign, the method comprising the steps of: defining a set of campaign parameters for the campaign, the set of campaign parameters comprising (1) a first channel of communication to be used to send outbound communications and (2) a second channel of communication to be used to receive inbound communications generated as a result of sending the outbound communications; selecting a historical dataset for the campaign comprising historical outbound communications sent using the first channel of communication that generated historical inbound communications received using the second channel of communication; generating by a workforce management system a forecast based on the set of campaign parameters and the historical dataset establishing, the forecast identifying a number of inbound communications expected to be received using the second channel of communication during the campaign; identifying by the workforce management system a number of agent resources needed to handle the number of inbound communications; and generating the roster template by the workforce management system, the roster template comprising one or more shifts identifying agent resources to schedule based on the number of agent resources needed to handle the number of inbound communications expected to be received during the campaign.