Patent ID: 8391465

Claim:
A system, comprising: a processor; a memory; and an application stored in the memory that, when executed by the processor, collects customer care call metrics from at least three intelligent call management platforms, wherein each intelligent call management platform selectively routes customer care calls to an associated plurality of customer care call centers, accesses historical customer care call metrics, accesses forecasts of customer care call volumes at the plurality of customer care call centers associated with the at least three intelligent call management platforms, accesses plans of customer care call agent staffing, analyzes the customer care call metrics, the historical customer care call metrics, the forecasts of customer care call volumes, and customer care call agent staffing, wherein the analyzing integrates information from the at least three intelligent call management platforms with information accessed from a workforce and performance management platform, and wherein the integrated information is stored in a data store distinct from data stores associated with the intelligent call management platforms and distinct from a data store associated with the workforce and performance management platform; grants an exception based on the analyzing, wherein the exception is associated with providing contractual relief to the customer care call center which excuses the customer care call center from paying a penalty normally required by their contract for increasing the staffing levels, wherein the exception is an issue exception and a staffing exception, wherein an issue exception is associated with a problem outside of the control of the customer care call center when the exception is the issue exception, and wherein a staffing exception is associated with either staffing fewer customer care call agents than planned or staffing more customer care call agents than planned when the exception is the staffing exception; and based on a result of the analysis, reassigns at least one customer care call agent from a first customer care call category to a second customer care call category.