Patent ID: 9736304
Date: 2017-08-15
CPC Classifications: G06Q,H04M

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