System and method for queue look ahead to optimize agent assignment and utilization

A system for optimizing scheduling, comprising:

• a processor;
• and
• a non-transitory computer readable medium programmed with computer readable code that upon execution by the processor causes the processor to execute a method for optimized scheduling, comprising:
• receiving a work queue from the customer engagement center (CEC) at a work allocation engine (WAE), wherein the work queue includes a set of work items;
• receiving an agent list from the CEC at the WAE, wherein the agent list includes at least one agent;
• performing a work queue analysis of the work queue using a WAE software module on the WAE;
• generating an imminent work item list based on the work queue analysis of the WAE software module;
• performing an agent analysis of the work queue using the WAE software module on the WAE;
• generating an available agent list based on the agent analysis of the WAE software module;
• passing the imminent work item list and the available agent list to a smart work allocator (SWA);
• performing an analysis of the first imminent work item based on the available agent list using a SWA software module on the SWA;
• assigning an available agent from the available agent list to the first imminent work item based on the analysis of the SWA software module;
• updating the imminent work item list by removing the assigned first imminent work item;
• and
• updating the available agent list by removing the assigned available agent.

A non-transitory computer readable medium programmed with computer readable code that upon execution by a processor causes the processor to execute a method for real-time predictive scheduling, comprising:

• receiving a work queue from the customer engagement center (CEC) at a work allocation engine (WAE), wherein the work queue includes a set of work items;
• receiving an agent list from the CEC at the WAE, wherein the agent list includes at least one agent;
• performing a work queue analysis of the work queue using a WAE software module on the WAE;
• generating an imminent work item list based on the work queue analysis of the WAE software module;
• performing an agent analysis of the work queue using the WAE software module on the WAE;
• generating an available agent list based on the agent analysis of the WAE software module;
• passing the imminent work item list and the available agent list to a smart work allocator (SWA);
• performing an analysis of the first imminent work item based on the available agent list using a SWA software module on the SWA;
• assigning an available agent from the available agent list to the first imminent work item based on the analysis of the SWA software module;
• updating the imminent work item list by removing the assigned first imminent work item;
• and
• updating the available agent list by removing the assigned available agent.