System for Scheduling Routing Rules in a Contact Center Based on Forcasted and Actual Interaction Load and Staffing Requirements
AssigneeGenesys Telecommunications Laboratories, Inc.
InventorAlan McCord
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 server connected to a network;
- a scheduling application executable from the server;
- and
- at least one programmable software agent for scheduling routing rules;
- characterized in that 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, and the software agent propagates scheduling relative to the routing rules.
A method for scheduling the execution of a selected set of routing rules comprising the steps:
- (a) providing at least one programmable software agent for propagating commands from a scheduling application to elements requiring scheduling;
- (b) determining scheduling requirement and resource availability;
- (c) scheduling resources for use;
- (d) using the software agent, accessing the rules and selecting individual ones of those rules for time-based execution;
- and
- (e) enabling the rules to execute in a sequence within a pre-defined time period.
Dependencies are inferred from the claim text.