System and method to prompt service targets for deferrable contacts

A system adapted to automatically manage deferrable contacts in a contact center, the system comprising:

• a workforce management server having a processor and a non-transitory computer readable medium operably coupled thereto, the server being in electronic communication with a manager computing device and a plurality of agent computing devices, the processor comprising:
• an intraday manager service, a scheduler service, a forecaster service, and a graphical user interface (GUI), the server being in electronic communication with an intraday manager database, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, to perform operations which comprise:
• with the workforce management server, over a first period of time:
• receiving a first plurality of deferrable contacts;
• automatically distributing the deferrable contacts of the first plurality of deferrable contacts to a plurality of agents for resolution via the plurality of agent computing devices;
• measuring a respective time required for each resolution;
• computing an average of the respective required times;
• continuously, in real time, with the workforce management server:
• receiving a second plurality of deferrable contacts;
• based on the average of the respective required times, computing a total required time to resolve all of the deferrable contacts of the second plurality of deferrable contacts;
• with the GUI:
• displaying the total required time to the manager computing device;
• receiving an approval from the manager computing device;
• with the intraday manager service, automatically generating a required staffing;
• with the scheduler service, the required staffing and the scheduling rules database, automatically generating an agent schedule;
• and
• with the GUI, publishing the agent schedule to the plurality of agent computing devices.