Invention Grant
- Patent Title: Systems and methods for workforce management system deployment
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Application No.: US16656160Application Date: 2019-10-17
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Publication No.: US11783246B2Publication Date: 2023-10-10
- Inventor: Richard Lawrence , Jason Fama
- Applicant: Talkdesk, Inc
- Applicant Address: US CA San Francisco
- Assignee: Talkdesk, Inc.
- Current Assignee: Talkdesk, Inc.
- Current Assignee Address: US CA San Francisco
- Agency: Rimon PC
- Agent Marc. S. Kaufman
- Main IPC: G06Q10/00
- IPC: G06Q10/00 ; G06Q10/0631 ; G06Q10/1091 ; H04W4/029 ; G06Q10/0633 ; G06Q10/1093 ; G06Q30/0201 ; G06Q30/0202 ; H04M3/523 ; G06F16/909

Abstract:
A system for quickly deploying WFM systems in contact centers is provided. A user or administrator can quickly install a WFM application on a deployment server. The administrator can provide the WFM application access to the contact center data where the WFM application can import data from the contact center about one or more customers, agents, queues, teams, and any other items typically associated with contact centers. The imported data may also include presence data about the agents, teams, and customers. Based on the imported data, the WFM application may execute one or more workflows to automatically determine information such as maximum and minimum hours, break patterns, and shift data about the agents and teams.
Public/Granted literature
- US20210117905A1 SYSTEMS AND METHODS FOR WORKFORCE MANAGEMENT SYSTEM DEPLOYMENT Public/Granted day:2021-04-22
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