Patent ID: 8867728

Claim:
A system for managing a reserve schedule for an agent in a contact center having currently scheduled work shifts during a particular time period, comprising: a data store storing a master schedule, wherein the master schedule delineates a first time period during the particular time period when the agent is unavailable to be recalled, a second time period during the particular time period comprising a reserve time period indicating when the agent is potentially available to be recalled, and a third time period during the particular time period when the agent is scheduled to work, wherein the master schedule further comprises a primary schedule associated with the agent indicating the currently scheduled work shifts of the agent during the particular time period, and the reserve schedule associated with the agent, wherein the reserve schedule indicates for the particular time period the reserve time period outside the currently scheduled work shifts of the agent indicating when the agent is potentially available to be recalled to work between the currently scheduled work shifts; and a processor configured to receive an agent login from the agent, authenticate and identify the agent, retrieve the reserve schedule from the data store, transmit the reserve schedule to a processing device used by the agent, receive an update to the reserve schedule from the processing device, update the reserve schedule thereby creating an updated reserve schedule, transmit the updated reserve schedule to the processing device used by the agent, store the updated reserve schedule in the data store, determine an agent resource deficiency in the contact center comprising 1) a quantity of agent resources required in the contact center, and 2) an agent deficiency time period when the quantity of agent resources are required, determine the updated reserve schedule of the agent includes a time period coinciding with at least a subset of the agent deficiency time period, transmit a recall invitation to the processing device used by the agent, receive a response from the agent confirming acceptance of the recall invitation, and indicate at least a portion of the reserve time period of the agent is converted to work time.