Dynamic schedule profiler for ACD
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United States of America Patent
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Dec 21, 1999
Grant Date -
N/A
app pub date -
Dec 24, 1997
filing date -
Dec 24, 1997
priority date (Note) -
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Abstract
A method and apparatus are provided for scheduling agents supporting operation of an ACD. The method includes the steps of establishing a scheduling period and identifying a plurality of agents to the ACD for supporting the operation of the ACD during the scheduling period. The method further includes the step of applying a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period which generally periodic deviation schedule is periodic over a plurality of days of the scheduling period.
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