Patent ID: 9020133
Filing Date: 2015-04-28
Classification: G06Q,H04M

Abstract:
1. A method comprising: receiving, at one or more processors and from a historical call database, a history of call volumes and statistics for a call queue; receiving, at the one or more processors, from a work force management application, and for each of a plurality of agents that are associated with the call queue, a work schedule; analyzing, by the one or more processors, the history of call volumes and statistics, for the call queue, received from the historical call database and the work schedules received from the work force management application; determining, by the one or more processors, a projected call occupancy for the call queue based on analyzing the history of call volumes and statistics for the call queue and the work schedules; selecting, by the one or more processors, a subset of agents, among the plurality of agents that are associated with the call queue, that are not needed to handle calls in the call queue during a time when the projected call occupancy is below a first threshold; and assigning, by the one or more processors, tasks, for the time, to the subset of agents.