Patent ID: 7254546
Filing Date: 2007-08-07
Classification: G06Q,H04M

Abstract:
1. A computer-implemented method for generating a schedule for a plurality of employees in a call center environment, the method comprising: receiving a plurality of user inputs to a scheduling program, including a number of employee designations each of which refers to a unique employee, and a number of skill sets each of which corresponds to one of the employee designations; during the method for generating the schedule, determining an effect on the schedule of an incremental change to the plurality of user inputs, including: displaying the schedule for the plurality of employees in the call center environment with varying skill sets for a time period, wherein each time period includes a plurality of queues associated with corresponding tasks, wherein the plurality of employees have varying overlapping skill sets that enable them to perform the various tasks in the plurality of queues within the time period, hence, the employees are shared across tasks in the plurality of queues within the time period.