Systems and methods for contact center analysis

Details Systems and methods for contact center analysis Systems and methods for contact center analysis

G - Physics

06

Q

G06Q 10/06 (2012.01) H04M 3/51 (2006.01)

Patent

CA 2566031

Systems and methods for providing integrated solutions for performing workforce management and quality monitoring utilizing an integrated data warehouse system are provided. In this regard, a representative method comprises: generating data from a plurality of workforce optimization (WFO) applications, the WFO applications including, with respect to a workforce, forecasting, scheduling, training, and monitoring functionalities; storing the data in a database optimized for extracting the data therefrom; and performing management analytics by querying the database according to at least one usage application, wherein the usage application defines at least one analysis purpose.

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