Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Health care management
Reexamination Certificate
2005-11-29
2005-11-29
Garg, Yogesh C. (Department: 3625)
Data processing: financial, business practice, management, or co
Automated electrical financial or business practice or...
Health care management
C705S007380, C705S002000, C705S014270, C705S014270, C370S270000, C379S265020, C379S265050, C379S266010, C379S266090, C709S238000
Reexamination Certificate
active
06970829
ABSTRACT:
A method of forecasting, allocating and scheduling in a single or multi-site skills-based contact or call center environment organized into a hierarchy of zero or more business units at a first, upper level, one or more contact types at a second, intermediate level, and one or more management units at a third, lower level. A user creates (a) a set of given contact allocations that define how contacts are distributed from a given business unit to multiple contact types, and (b) a set of given requirement allocations that define how agent requirements are distributed from a contact type to one or more management units. Agent availability by contact type is then predicted to generate agent availability data. Thereafter, forecasted contacts and forecasted agent requirements are allocated based on the given contact and requirement allocations as well as the agent availability data. Preferably, the agent availability data is predicted using a schedule simulator and is characterized by contact type for agents in the same skill group.
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Garg Yogesh C.
IEX Corporation
Judson David H.
LandOfFree
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