Method and system for scheduling resources in customer...

Details Method and system for scheduling resources in customer... Method and system for scheduling resources in customer...

G - Physics

06

Q

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

Patent

CA 2567093

There is provided a system and a method for simultaneously scheduling resources in customer contact centers based on the requirements of each skill. Indeed, the method simply relies on the analysis and duplication, without using complex simulations, of the routing of particular calls to each agent for each of his skills and for each sub-interval of a working day to then provide a simultaneous scheduling of resources based on the requirements of each skill calculated from previously captured customers' needs for each sub-interval of each selected working period.

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