Invention Grant
- Patent Title: Monitoring and displaying the scheduled and actuated activities of a workforce
- Patent Title (中): 监测和展示员工的预定和启动的活动
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Application No.: US13149655Application Date: 2011-05-31
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Publication No.: US08719067B2Publication Date: 2014-05-06
- Inventor: Jason Fama , Uri Peleg , Michael R. Bourke, Jr. , Richard M. Lawrence , Sameet Vasant Joshi
- Applicant: Jason Fama , Uri Peleg , Michael R. Bourke, Jr. , Richard M. Lawrence , Sameet Vasant Joshi
- Applicant Address: US GA Roswell
- Assignee: Witness Systems, Inc.
- Current Assignee: Witness Systems, Inc.
- Current Assignee Address: US GA Roswell
- Agency: Andrus Intellectual Property Law
- Main IPC: G06Q10/00
- IPC: G06Q10/00 ; G06Q10/06
Abstract:
Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: collecting an agent activity of a first class and an agent activity of a second class; and displaying the agent activity of the first class and the agent activity of the second class along the same timeline axis. The agent activities are collected from a contact center data source. The second class is different from the first class. Both activities are associated with the same agent. Each activity is derived from a different virtual data source.
Public/Granted literature
- US20110295639A1 SYSTEMS AND METHODS FOR AUTOMATIC SCHEDULING OF A WORKFORCE Public/Granted day:2011-12-01
Information query
