System and method for integrated workforce and analytics
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United States of America Patent
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Mar 12, 2013
Grant Date -
N/A
app pub date -
May 2, 2007
filing date -
May 8, 2006
priority date (Note) -
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Abstract
Systems and methods of integrating workforce management and contacts analysis are disclosed. An exemplary method comprises receiving content data derived from classification of a plurality of recorded agent contacts. The contact content data is correlated with past time period. The method also comprises identifying at least one pattern in the contact content data. The pattern is based on the contact classifications. The method also comprises receiving historical workload data from a contact router, and generating a workload forecast based on the historical workload data and the identified pattern.
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