Patent ID: 7885401
Filing Date: 2011-02-08
Classification: H04M

Abstract:
1. A method for forecasting availability of a resource for a work assignment, comprising: selecting a forecast horizon; determining for a first segment of a first task, wherein a first task is a single task, a first probability related to an availability of at least a first resource within said forecast horizon, wherein said first resource comprises a first agent; determining for a second segment of said first task a second probability related to said availability of said at least a first resource within said forecast horizon, wherein said first and second probabilities are different from one another; combining said determined first probability and said determined second probability; normalizing a result of said combining said determined first and second probabilities to obtain a probability of agent availability within said selected forecast horizon; and applying said obtained probability of agent availability to assign work to a resource having a probability of agent availability that is within said selected forecast horizon, wherein said method comprises the execution of program instructions by a processor to perform said method, wherein said program instructions are recorded in a computer readable storage medium.