Systems and Methods for Modifying Contact Center Queue Assignments

A system for modifying queue assignments for a contact center having a plurality of computing device instances servicing a plurality of queues, the system comprising:

• one or more hardware processors on one or more computing devices, the processors configured to execute instructions stored on at least one non-transitory computer readable medium to perform tasks including:
• determining, by at least one computing device, a first net staffing attribute indicating a first staffing surplus or shortage of a first queue relative to a first time-based service target for a predetermined first service target time period;
• determining, by the at least one computing device, a second net staffing attribute indicating a second staffing surplus or shortage of a second queue relative to a second time-based service target for a predetermined second service target time period;
• determining, by the at least one computing device, eligible staffing changes involving at least one of the first queue and the second queue, wherein the eligible staffing changes are determined based on queue qualification criteria associated with each of the plurality of computing device instances relative to the first queue and/or the second queue;
• determining, by the at least one computing device, at least one staffing change for at least one of the first queue or the second queue, wherein the determining utilizes as inputs (a) the first net staffing attribute, (b) the second net staffing attribute, (c) the eligible staffing changes, and (d) at least one user-defined recommendation strategy constraint, and wherein the at least one staffing change is a modification to the queue assignment of a subset of the plurality of computing device instances that is predicted to improve at least one of the first net staffing attribute or the second net staffing attribute;
• and
• implementing, by the at least one computing device, the at least one staffing change by modifying the queue assignment of the subset of the computing device instances.

An article of manufacture including a non-transitory computer-readable medium, having stored thereon program instructions that, upon execution by one or more hardware processors in at least one computing device, cause the one or more processors to perform tasks on behalf of a contact center having a plurality of computing device instances servicing a plurality of queues, the tasks comprising:

• determining, by at least one computing device, a first net staffing attribute indicating a first staffing surplus or shortage of a first queue relative to a first time-based service target for a predetermined first service target time period;
• determining, by the at least one computing device, a second net staffing attribute indicating a second staffing surplus or shortage of a second queue relative to a second time-based service target for a predetermined second service target time period;
• determining, by the at least one computing device, eligible staffing changes involving at least one of the first queue and the second queue, wherein the eligible staffing changes are determined based on queue qualification criteria associated with each of the plurality of computing device instances relative to the first queue and/or the second queue;
• determining, by the at least one computing device, at least one staffing change for at least one of the first queue or the second queue, wherein the determining utilizes as inputs (a) the first net staffing attribute, (b) the second net staffing attribute, (c) the eligible staffing changes, and (d) at least one user-defined recommendation strategy constraint, and wherein the at least one staffing change is a modification to the queue assignment of a subset of the plurality of computing device instances that is predicted to improve at least one of the first net staffing attribute or the second net staffing attribute;
• and
• implementing, by the at least one computing device, the at least one staffing change by modifying the queue assignment of the subset of the computing device instances.