Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue

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United States of America Patent

PATENT NO 6822945
APP PUB NO 20030037113A1
SERIAL NO

10229514

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Abstract

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A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.

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Patent Owner(s)

Patent OwnerAddress
GENESYS TELECOMMUNICATIONS LABORATORIES INC2001 JUNIPERO SERRA BOULEVARD DALY CITY CA 94014

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Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Petrovykh, Yevgeniy Walnut Creek, CA 45 1231

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