Importance

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Abstract

A workforce management system implements enhanced any-day-of-the-week or holiday fairness processing. The system provides one or more display interfaces indexed by day of week or given holiday dates, and through which a user defines a fairness policy with respect to each such day or dates. In use, the system compares a fairness policy with historical credit data to generate a rank order of agent eligibility to fulfill a contact center schedule for a given day or holiday date. This rank order of agent availability is then provided to a scheduler to enable generation of one or more contact center schedules for the given day or holiday date. The day of week and holiday fairness may be carried out independently or combined. The system also enables fairness days or dates to be processed according to a user-defined priority.

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