Systems and methods for scheduling deferred queues

A system for managing deferred communications in a call center, the system comprising:

• at least one processor;
• and
• a non-transitory computer readable medium comprising instructions that, when executed by the at least one processor, cause the system to:
• receive a first set of staffing requirements for a first queue, wherein the first set of staffing requirements includes a staffing requirement for each interval of a plurality of intervals, and the intervals of the plurality of intervals are ordered and wherein the first queue is an immediate queue associated with immediate communications;
• receive a workload for each interval of the plurality of intervals for a second queue, wherein the second queue is a deferred queue associated with deferred communications;
• generate a second set of staffing requirements for the second queue based on the received workload for each interval;
• determine an optimal level of staffing based on the first set of staffing requirements and the second set of staffing requirements;
• and
• for each interval of the plurality of intervals, when a sum of a staffing requirement of the first set of staffing requirements for the interval and a staffing requirement of the second set of staffing requirements for the interval is above the optimal level, distribute at least a portion of the staffing requirement of the second set of staffing requirements associated with the interval to a staffing requirement of the second set of staffing requirements associated with a subsequent interval in a manner such that the total number of agents scheduled for each interval across the first queue and the second queue remains relatively constant.

A non-transitory computer readable medium comprising instructions that, when

• executed by the at least one processor, cause the at least one processor to:
• receive a first set of staffing requirements for a first queue, wherein the first set of staffing requirements includes a staffing requirement for each interval of a plurality of intervals, and the intervals of the plurality of intervals are ordered and wherein the first queue is an immediate queue associated with immediate communications;
• receive a workload for each interval of the plurality of intervals for a second queue, wherein the second queue is a deferred queue associated with deferred communications;
• generate a second set of staffing requirements for the second queue based on the received workload for each interval;
• determine an optimal level based of staffing on the first set of staffing requirements and the
• second set of staffing requirements;
• and
• for each interval of the plurality of intervals, when a sum of the staffing requirement of the first set of staffing requirements for the interval and a staffing requirement of the second set of staffing requirements for the interval is above the optimal level, distribute at least a portion of the staffing requirement of the second set of staffing requirements associated with the interval to a staffing requirement of the second set of staffing requirements associated with a subsequent interval in a manner such that the total number of agents scheduled for each interval across the first queue and the second queue remains relatively constant.