Patent Document ID: 9906648
Application ID: 14494503
Patent Flag: 1

Claim One:
1. A method for configuring a telecommunication network comprising a network configuration optimization system and an automatic communication distributor operatively coupled to a plurality of agent telecommunication stations in a multi-skilled contact center operation environment including a plurality of staff comprising a plurality of staff types, the method comprising the steps of: a. using the network configuration optimization system to build at least one model using predetermined input metrics for one or more respective queues maintained by the automatic communication distributor, wherein each of said models simulates behavior of the respective queue; b. using the network configuration optimization system to create a table for each of model built in step (a) by altering a staff count for the contact center in each model, wherein the table represents service performance of the contact center operation environment for the respective staff count as predicted by the respective model; c. using the network configuration optimization system to build an other model from the at least one model built in step (a), wherein said other model simulates how contacts in each of the one or more queues are routed within the telecommunication network and which of the plurality of staff types handles the contacts; d. using the network configuration optimization system to evaluate the service performance to determine if excess ones of the plurality of staff are available by performing a first linear programming formulation using the created table, wherein if excess ones of the plurality of staff are found to be available, creating a second linear programming formulation to allocate the excess ones of the plurality of staff to a selected one of the plurality of staff types according to the ratio of the staff types determined by the first linear programming formulation; e. configuring the telecommunication network by assigning staff type designations to the plurality of agent telecommunication stations in accordance with the determination of step (d); and f. using the automatic communication distributor to route communications to the plurality of agent telecommunication stations in accordance with the staff type designations assigned to each of the plurality of agent telecommunication stations in step (e).