Dynamic schedule profiler for ACD

Details Dynamic schedule profiler for ACD Dynamic schedule profiler for ACD

1997-12-24

1999-12-21

Loomis, Paul

Telephonic communications

Centralized switching system

Call distribution to operator

379 34, H04M 300

Patent

active

06005932&

ABSTRACT:
A method and apparatus are provided for scheduling agents supporting operation of an ACD. The method includes the steps of establishing a scheduling period and identifying a plurality of agents to the ACD for supporting the operation of the ACD during the scheduling period. The method further includes the step of applying a generally periodic deviation schedule of an agent of the plurality of agents to the scheduling period which generally periodic deviation schedule is periodic over a plurality of days of the scheduling period.

REFERENCES:
patent: 4289934 (1981-09-01), Pitroda et al.
patent: 5268903 (1993-12-01), Jones et al.
patent: 5335269 (1994-08-01), Steinlicht
patent: 5384841 (1995-01-01), Adams et al.
patent: 5469504 (1995-11-01), Blaha
patent: 5544232 (1996-08-01), Baker et al.

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