US 2004/0165716 A1 · System and method for integrated resource scheduling and task allocation

Abstract

According to the invention, a system and method for integrating call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said routing system, said information exchange being unidirectional in either direction, or bidirectional. In another embodiment of the invention, a method in which information is passed from a call routing system to a forecasting engine or an adherence module of a workforce management system, or both, is disclosed.

Claims3

Dependent claims

A system for integrating call routing and workforce management functions in contact centers, comprising:

a workforce management system consisting of at least a forecasting engine, a business rules module, a scheduling engine, and an adherence module;
a routing system;
and
a feedback mechanism between the said routing system and either the said forecasting engine or the said adherence module of the said workforce management system, or both;
wherein useful information is exchanged dynamically between the said workforce management system and the said routing system, said information exchange being unidirectional in either direction, or bidirectional.

2 more elements

Dependencies are inferred from the claim text.

System and method for integrated resource scheduling and task allocation

Life of this patent

System and method for integrated resource scheduling and task allocation

Life of this patent

Abstract

Claims3