Systems and methods for scheduling of outbound agents

Details Systems and methods for scheduling of outbound agents Systems and methods for scheduling of outbound agents

G - Physics

06

Q

G06Q 10/10 (2012.01) H04M 3/42 (2006.01) H04Q 3/64 (2006.01)

Patent

CA 2567259

Systems, methods and computer-readable media for scheduling outbound agents are provided. A representative system incorporates a user interface and scheduling software that receives scheduling data, at least some of which is provided via the user interface, and generates scheduling constraints. The scheduling data includes historical call connect rates related to time intervals for which a schedule is to be generated and information corresponding to a desired service goal for the schedule. The desired service goal indicates a level of service to be provided by the schedule. The search engine uses the scheduling constraints to generate potential schedules for outbound agents. The push forward discrete modeler analyzes the potential schedules to compute at least one of overstaffing and understaffing with respect to the potential schedules.

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