Skills-based scheduling for telephone call centers

Details Skills-based scheduling for telephone call centers Skills-based scheduling for telephone call centers

1997-07-09

2000-03-28

Trammell, James P.

Data processing: financial, business practice, management, or co

Automated electrical financial or business practice or...

Health care management

705 9, 705 10, 379113, 379 34, 379112, G06F 1730, H04M 350

Patent

active

060443553

ABSTRACT:
A method for scheduling personnel (e.g., agents) in a work environment based on personnel "skill" levels. The method facilitates true skills-based scheduling of agents in a telephone call center using a simulation tool to predict what fraction of scheduled agents from each "skill group" will be available to each "call type" during each time interval being scheduled. A feedback mechanism is used to adjust net staffing and skills usage data between iterations of a call handling simulation until a given schedule being tested through the simulator meets some acceptance criteria.

REFERENCES:
patent: 4510351 (1985-04-01), Costello et al.
patent: 5185780 (1993-02-01), Leggett
patent: 5289368 (1994-02-01), Jordan et al.
patent: 5325292 (1994-06-01), Crockett
ACDs Get Skills-Based Routing --Klenke, Business Communications Review, Jul. 1995 pp. 48-51.

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