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US 10,313,527 B2Granted
System for scheduling routing rules in a contact center based on forecasted and actual interaction load and staffing requirements
OwnerAlan Wayne McCordinventor
Life of this patent
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Abstract
A system for scheduling resources and rules for routing includes a server connected to a network, a scheduling application executable from the server, and at least one programmable software agent for scheduling routing rules. The scheduling application receives statistics about forecast arrival rates for incoming interactions and current resource availability data and schedules resources and routing rules according to the forecast requirements the software agent propagating the portion of scheduling relative to the routing rules.
Claims20
A system for scheduling resources and rules for routing comprising:
- a processor, and
- a memory device, wherein the memory device stores computer executable instructions that, when executed by the processor, cause the processor to:
- retrieve statistics regarding an expected incoming interaction load during a first work period;
- retrieve first resource availability data, the first resource availability data including first work schedules of first agents expected to work during the first work period;
- schedule first resources for the first work period based on the statistics regarding the expected incoming interaction load and the first resource availability data;
- schedule a first routing strategy to be executed at an onset of the first work period;
- in response to detecting the onset of the first work period, execute the first scheduled routing strategy for routing a first interaction to one of the first resources during the first work period according to the first routing strategy;
- retrieve updated statistics regarding an expected incoming interaction load during a second work period different from the first work period;
- retrieve second resource availability data, the second resource availability data including second work schedules of second agents expected to work during the second work period;
- schedule second resources for the second work period based on the updated statistics regarding the expected incoming interaction load and the second resource availability data;
- schedule a second routing strategy to be automatically executed by a routing server at an onset of the second work period, the second routing strategy being different from the first routing strategy;
- and
- in response to detecting the onset of the second work period, invoke the routing server to automatically execute the second scheduled routing strategy for routing a second interaction to one of the second resources during the second work period according to the second routing strategy.
10 more elements
A method for scheduling resources and rules for routing comprising:
- retrieving, by a processor, statistics regarding an expected incoming interaction load during a first work period;
- retrieving, by the processor, first resource availability data, the first resource availability data including first work schedules of first agents expected to work during the first work period;
- scheduling, by the processor, first resources for the first work period based on the statistics regarding the expected incoming interaction load and the first resource availability data;
- scheduling, by the processor, a first routing strategy to be executed at an onset of the first work period;
- in response to detecting the onset of the first work period, executing, by the processor, the first scheduled routing strategy for routing a first interaction to one of the first resources during the first work period according to the first routing strategy;
- retrieving, by the processor, updated statistics regarding an expected incoming interaction load during a second work period different from the first work period;
- retrieving, by the processor, second resource availability data, the second resource availability data including second work schedules of second agents expected to work during the second work period;
- scheduling, by the processor, second resources for the second work period based on the updated statistics regarding the expected incoming interaction load and the second resource availability data;
- scheduling, by the processor, a second routing strategy to be automatically executed by a routing server at an onset of the second work period, the second routing strategy being different from the first routing strategy;
- and
- in response to detecting the onset of the second work period, invoking the routing server, by the processor, the second scheduled routing strategy for routing a second interaction to one of the second resources during the second work period according to the second routing strategy.
8 more elements
Dependencies are inferred from the claim text.