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
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Sep 8, 2009
Grant Date -
Mar 6, 2008
app pub date -
Oct 29, 2007
filing date -
Nov 8, 2000
priority date (Note) -
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Abstract
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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