Skills-based scheduling for telephone call centers

Data processing: financial – business practice – management – or co – Automated electrical financial or business practice or... – Health care management

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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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