Invention Grant
- Patent Title: Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue
- Patent Title (中): 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
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Application No.: US10945585Application Date: 2004-09-20
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Publication No.: US07929464B2Publication Date: 2011-04-19
- Inventor: Yevgeniy Petrovykh
- Applicant: Yevgeniy Petrovykh
- Applicant Address: US CA Daly City
- Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee: Genesys Telecommunications Laboratories, Inc.
- Current Assignee Address: US CA Daly City
- Agency: Central Coast Patent Agency, Inc.
- Agent Donald R. Boys
- Main IPC: H04L12/28
- IPC: H04L12/28

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.
Public/Granted literature
Information query