Patent ID: 6952732
Filing Date: 2005-10-04
Classification: H04M

Abstract:
1. A method for generating an agent schedule for a multi-contact center, wherein the multi-contact center processes a plurality of contact queues, comprising immediate contact queues and deferred contact queues, the method comprising: scheduling software receiving a plurality of scheduling data from a user interface; the scheduling software generating a plurality of scheduling constraints; a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules comprising at least one potential schedule for each of the plurality of contact queues, including first potential schedules for immediate queues, and second potential schedules for deferred queues; performing a first analysis on the first potential schedules to generate first estimated service levels; and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.