Agent scheduler incorporating agent profiles
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United States of America Patent
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Jul 29, 2008
Grant Date -
Jun 23, 2005
app pub date -
Dec 19, 2003
filing date -
Dec 19, 2003
priority date (Note) -
Expired
status (Latency Note)
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Abstract
Systems and methods for scheduling of agents for a network, which in one embodiment among many, can be broadly summarized by a representative method of forecasting network data for a future time interval from past network data, determining a group of agents, forecasting group statistics using at least the forecasted network data, and assigning a second group of agents to work the future time interval. Another embodiment can be described as an agent scheduler system that has logic configured to forecast network data for a future time interval using past network data, logic configured to determine a first group of agents, logic configured to forecast group statistics using the forecasted network data and the agent profiles of the agents in the first group, and logic configured to assign a second group of agents to work the given time interval.
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