Method and apparatus for multi-contact scheduling

Details Method and apparatus for multi-contact scheduling Method and apparatus for multi-contact scheduling

2005-10-04

2005-10-04

Najjar, Saleh (Department: 2157)

Electrical computers and digital processing systems: multicomput

Computer network managing

Network resource allocating

C709S225000, C709S229000, C718S102000, C718S103000, C718S104000, C718S105000

Reexamination Certificate

active

06952732

ABSTRACT:
A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.

REFERENCES:
patent: 4510351 (1985-04-01), Costello et al.
patent: 5111391 (1992-05-01), Fields et al.
patent: 5185780 (1993-02-01), Leggett
patent: 5195172 (1993-03-01), Elad et al.
patent: 5289368 (1994-02-01), Jordan et al.
patent: 5325292 (1994-06-01), Crockett
patent: 5369570 (1994-11-01), Parad
patent: 5477447 (1995-12-01), Luciw et al.
patent: 5481667 (1996-01-01), Bieniek et al.
patent: 5659768 (1997-08-01), Forbes et al.
patent: 5917485 (1999-06-01), Spellman et al.
patent: 6021403 (2000-02-01), Horvitz et al.
patent: 6021428 (2000-02-01), Miloslavsky
patent: 6044355 (2000-03-01), Crockett et al.
patent: 6081592 (2000-06-01), Battle
patent: 6130942 (2000-10-01), Stenlund
patent: 6134530 (2000-10-01), Bunting et al.
patent: 6389132 (2002-05-01), Price
patent: 6449646 (2002-09-01), Sikora et al.
patent: 6581105 (2003-06-01), Miloslavsky et al.
patent: 6661889 (2003-12-01), Flockhart et al.
patent: 6665395 (2003-12-01), Busey et al.
patent: 6744877 (2004-06-01), Edwards
patent: 6771764 (2004-08-01), Dezonno
patent: 0 817 455 (1998-01-01), None
patent: 0 863 650 (1998-09-01), None
patent: 0 863 651 (1998-09-01), None
patent: 1 039 732 (2000-09-01), None
patent: 1 056 264 (2000-11-01), None
patent: 1 162 814 (2001-12-01), None
patent: 2 339 643 (2000-02-01), None
patent: WO 00/08556 (2000-02-01), None
patent: WO 00/08556 (2000-02-01), None
Dennis Cox, “Handling Multi-Media Work”; A Pipkins White Paper; www.pipkins.com; Mar. 12, 2001; pp. 1-3.
Pipkins, Inc.; SkillSense™ Scheduling; www.pipkins.com; Mar. 12, 2001; pp. 1-2.
Pipkins, Inc.; Merlang® Algorithms; www.pipkins.com; Mar. 12, 2001; pp. 1-2.
Dennis Cox; Skill Based Routing vs. Skill Set Scheduling; A Pipkins White Paper; www.pipkins.com; Mar. 12, 2001; pp. 1-6.
Pipkins, Inc.; “Skill Set Scheduling”; www.pipkins.com; Mar. 12, 2001; pp. 1-4.
Institute of Electronic et al: “Performance modelling of automatic call distributors: assignable grade of service staffing”. Proceedings of the International Switching Symposium. Yokohama, Oct. 25-30, 1992. Tokyo. IEICE. JP. vol. 2 Symp. 14. Oct. 25, 1992, pp. 294-298 XP000337733.
Jackson et al: “Queues with dynamic priority discipline”. Management Science, Institute of Management Science, Providence, RI, US. vol. 8 No. 1, 1961, pp. 18-34. XP002091801. ISSN: 0025-1909.
Kleinrock et al: “Queueing systems vol. 55-68 II: computer applications”. Queueing Systems, J.C. Baltzer AG, Basel, CH, 1976, pp. 106-155. XP002091802. ISSN: 0257-0130.

Affiliated with

Also associated with

Rating

Method and apparatus for multi-contact scheduling does not yet have a rating. At this time, there are no reviews or comments for this patent.

If you have personal experience with Method and apparatus for multi-contact scheduling, we encourage you to share that experience with our LandOfFree.com community. Your opinion is very important and Method and apparatus for multi-contact scheduling will most certainly appreciate the feedback.

Rate now

Comments { 0 }

Profile ID: LFUS-PAI-O-3435878