System and method for re-skilling agents skills in an automatic call distributor (ACD) application due to a request of change to a scheduled-shift of an agent

A computerized-system for managing skills in an Automatic Call Distributor (ACD) due to a request of change to a scheduled-shift of an agent, said computerized-system comprising:

• one or more processors, said one or more processors are configured to:
• (i) receive the request of change to a scheduled-shift from the agent via a User Interface (UI) of a Workforce Management (WFM) application;
• (ii) retrieve all skills associated to the agent from the WFM application;
• (iii) for each skill of all skills associated to the agent, retrieving from the ACD application one or more mapped ACD-skills and a corresponding Service Level Agreement (SLA) threshold;
• (iv) for each time-interval of the scheduled-shift:
• for each ACD-skill in the one or more mapped ACD-skills:
• a. predict an impact-level of the ACD-skill of the agent on the corresponding SLA threshold;
• b. when the predicted impact-level of the ACD-skill is positive, automatically selecting a different-agent that is assigned to the time-interval and activating the ACD-skill of the different-agent, and deactivating all other ACD-skills of the different-agent in the ACD application, for the time-interval to mitigate the ACD-skill corresponding SLA threshold, and setting the predicted impact-level of the ACD-skill as negative,
• wherein granting the request of change to the scheduled-shift comprises performing the mitigation without changing the scheduled-shift of the different-agent, and
• wherein the ACD-skill of the different-agent is not mapped to a skill in the WFM application, and
• wherein “mapped” is based on integration data that stores a relation between WFM skills and ACD-skills;
• (v) when the predicted impact-level of each ACD-skill in each time-interval of the scheduled-shift on the SLA is negative, automatically granting the request of change to the scheduled-shift of the agent by changing the scheduled-shift of the agent that is stored in a database associated to the WFM application based on the request of change to the scheduled-shift;
• and
• (vi) configure the ACD application to route inbound-interactions to the different-agent based on the activated ACD-skill of each different-agent during the time-interval in the scheduled-shift.