Systems and methods for calculating workforce staffing statistics
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United States of America Patent
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Nov 2, 2010
Issued Date -
N/A
app pub date -
Mar 31, 2006
filing date -
Mar 31, 2006
priority date (Note) -
In Force
status (Latency Note)
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Abstract
Systems and methods for determining workforce staffing statistics in a contact center are disclosed. In one embodiment, the method comprises the steps of: receiving activity records associated with agents; and producing queue-specific staff counts for an interval. The counts are based on an activity record subset, and an agent skill, and a contact queue skill set. In one embodiment, the system comprises: an activity collector operative to receive events; and a staff statistics calculator operative to determine a staff count for a specified staffing interval. Each of the events describes a worker activity. In this embodiment, the calculator comprises: logic for receiving activity records derived from one of the events; logic for identifying contact queues for each worker in the activity records; and logic for incrementing a contact queue staff count if at least one skill for the respective worker is included in the respective contact skill set.
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