Patent ID: 7127059
Filing Date: 2006-10-24
Classification: H04M

Abstract:
1. A system for integrating agent scripting, call routing and workforce management functions in contact centers, comprising: a workforce management system consisting of at least a forecasting engine, a business rules module, a scheduling engine, and an adherence module; a routing system; an agent scripting engine; a feedback mechanism between the said agent scripting engine and either the said forecasting engine or the said adherence module of the said workforce management system, or both; and a feedback mechanism between the said call routing system and either the said forecasting engine or the said adherence module of the said workforce management system, or both; wherein useful information is exchanged dynamically between the said workforce management system and the said agent scripting engine and call routing system, said information exchange being unidirectional in either direction with respect to the said workforce management system, or bidirectional.