Method and system for scheduling workload
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United States of America Patent
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N/A
Issued Date -
May 20, 2004
app pub date -
Nov 14, 2003
filing date -
Nov 15, 2002
priority date (Note) -
Abandoned
status (Latency Note)
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Abstract
The present invention provides for rescheduling workload. A period is selected. A contacts forecasted to be received (CRF) value for the selected period is selected. A contacts forecasted to be handled (CHF) value for the selected period is selected. A volume of contacts that can be handled based on agent schedules (CHS) is calculated. A contacts handled intraday value (CHI) is determined based on these values, possibly also using values for contacts actually received and handled and perhaps using backlog values and/or backlog threshold values. The CHI value is then overwritten as a function of the CHI value of a previous period, the contacts actually handled (CHA) value of a previous period, and other metrics of contact processing.
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