Patent ID: 6574605
Filing Date: 2003-06-03
Classification: G06Q,Y02P

Abstract:
A method for strategic services enterprise workload management, comprising:maintaining a repository of enterprise resources information for a plurality of service professionals in a plurality of service channels; receiving work performance information for the service professionals; maintaining a repository of historic work performance information for the service professionals; receiving information related to new and active work items for the service professionals; maintaining a repository of summary inventory of the new and active work items; maintaining a repository of contact context information related to the new and active work items; automatically generating work schedules for the service professionals according to pre-defined forecasted demand and an enterprise business calendar and based at least in part on information from the repository of enterprise resources information and the repository of historic work performance information; automatically balancing assignments among the service channels according to pre-defined prioritization parameters and based at least in part on information from the repository of enterprise resources information, the automatically generated work schedules, information from the historic repository of work performance, and information from the repository of summary inventory of the new and active work items; reallocating the service professional enterprise resources according to the balanced work assignments; and generating a process improvement report based on information from the repository of context information.