Patent ID: 7478051
Filing Date: 2009-01-13
Classification: G06Q

Abstract:
1. A computer-implemented method for determining at least one effect of an agent staffing plan for a long-range period that is more than a month in the future, comprising: receiving, at a computer, a definition for each of a plurality of agent profiles comprising a group of agents that have similar characteristics, and wherein the definition includes the similar characteristics, including at least one skill, at least one performance measure, and at least one attribute specifying an amount of change in the number of agents in the group during a specified time period, wherein there is an available work associated with each agent in each of the agent profiles; defining a plurality of work loads; specifying at least one criteria to be satisfied by a long-range staffing plan, wherein the plan covers a period that is more than a month in the future; and calculating at least one effect of applying the plurality of agent profiles to the plurality of work loads while satisfying the at least one criteria, wherein the calculated effect includes at least one performance measure for the plurality of work loads, wherein the calculation is performed by a computer, wherein the calculating comprises: