Invention Grant
US07929464B2 Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue 有权
基于在通信中心主队列中等待的事件的评估来预测和规划通信中心资源的方法和装置

Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
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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