Skills-based scheduling for telephone call centers
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United States of America Patent
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Mar 28, 2000
Grant Date -
N/A
app pub date -
Jul 9, 1997
filing date -
Jul 9, 1997
priority date (Note) -
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Abstract
A method for scheduling personnel (e.g., agents) in a work environment based on personnel 'skill' levels. The method facilitates true skills-based scheduling of agents in a telephone call center using a simulation tool to predict what fraction of scheduled agents from each 'skill group' will be available to each 'call type' during each time interval being scheduled. A feedback mechanism is used to adjust net staffing and skills usage data between iterations of a call handling simulation until a given schedule being tested through the simulator meets some acceptance criteria.
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