Method and apparatus for long-range planning
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United States of America Patent
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Jan 13, 2009
Grant Date -
Oct 3, 2002
app pub date -
Jul 5, 2001
filing date -
Apr 2, 2001
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A method and apparatus for long-range planning. One embodiment includes a method for long-range planning for staffing in a complex environment, such as a contact center. The method includes defining at least one employee profile, wherein an employee profile comprises a group of employees that have the same skills, and wherein defining comprises specifying characteristics, including a skill set and an efficiency percentage. The method further includes defining at least one queue, specifying at least one criteria to be satisfied by a long-range staffing plan, and calculating an effect of staffing the at least one queue with the at least one employee profile, wherein the calculated effect includes a service level for the at least one queue, and an effective cost per hour.
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