Industry benchmark forecasting in workforce management

A method, which comprises:

• receiving, by a sub-automatic communication distributor (ACD) system of an ACD system, contact information from a plurality of customer business units;
• assigning, by an anonymizer microservice of the ACD system, each of the plurality of customer business units one or more industry classification codes or product classification codes;
• anonymizing, by the anonymizer microservice, the contact information to the one or more industry classification codes or product classification codes;
• receiving, by a publisher microservice of the ACD system, a query from a workforce management system for anonymized contact information in one or more industry classification codes or product classification codes;
• and
• providing, by the publisher microservice, the anonymized contact information to the workforce management system for use in a workforce management predictive model.

A non-transitory computer-readable medium having stored thereon computer-readable instructions executable by a processor to perform operations which comprise:

• receiving, by a sub-automatic communication distributor (ACD) system of an ACD system, contact information from a plurality of customer business units;
• assigning, by an anonymizer microservice of the ACD system, each of the plurality of customer business units one or more industry classification codes or product classification codes;
• anonymizing, by the anonymizer microservice, the contact information to the one or more industry classification codes or product classification codes;
• receiving, by a publisher microservice of the ACD system, a query from a workforce management system for anonymized contact information in one or more industry classification codes or product classification codes;
• and
• providing, by the publisher microservice, the anonymized contact information to the workforce management system for use in a workforce management predictive model.