Patent ID: 7864946

Claim:
A method for scheduling call center agents, comprising the steps of: obtaining quality scores of agents, the quality scores being a measurement of quality that each agent provides to a call center; obtaining quality performance of agents data that includes information on a quality of service and quality characteristics of the agent; obtaining call center operations data that includes information on statistics and details of a call center; defining a scheduled interval; defining a quality goal for the scheduled interval, the quality goal being a desired measurement of quality that the agents collectively provide to the call center; determining a quality goal score for the scheduled interval based on the quality scores of the agents; discovering a correlation between the quality performance of agents data and the call center operations data, wherein the correlation is computed using one or a combination of the following methods: Pearson linear correlation, clustering computing method, and statistical trend analysis, wherein the computation using Pearson linear correlation outputs correlation coefficient r and statistical measurement p with data set size N; and determining a schedule for the agents based on the correlation, the quality goal, the quality goal score, and the scheduled interval.