Systems and methods for scheduling contact center agents
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United States of America Patent
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Feb 9, 2010
Grant Date -
Feb 21, 2008
app pub date -
Jun 26, 2007
filing date -
Jun 27, 2006
priority date (Note) -
In Force
status (Latency Note)
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Abstract
Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.
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