公开(公告)号：US12034887B1

公开(公告)日：2024-07-09

申请号：US18121237

申请日：2023-03-14

Applicant: GENESYS CLOUD SERVICES, INC.

Inventor： Taleb John Mouslmani ,  Therese M. Ferris ,  Travis Dale Coleman ,  Mathew Scott Danish

IPC: H04M3/523 ,  G06Q10/0631 ,  H04M3/493 ,  H04M3/51

CPC classification number: H04M3/5238 ,  G06Q10/06311 ,  H04M3/493 ,  H04M3/5175 ,  H04M3/5231 ,  H04M2203/402 ,  H04M2203/551 ,  H04M2203/558

Abstract: A method for synchronizing agent staffing and customer call volume within a contact center estimates the number of agents to staff the contact center during a future time and uses historical data to estimate the number of customer calls anticipated during the future time. The method performs a first comparison of the number of agents with the anticipated customer calls volume for the future time and then determines at least one preferred contact-center callback window. The method communicates with the customer to request at least one preferred customer-selected callback time and performs a second comparison to provide the customer with a suggested callback time that is selected to synchronize the customer call volume with the number of agents, the preferred contact-center callback window, and the preferred customer-selected callback time to improve the customer's experience and efficiency of the contact center.