System and method for integrated resource scheduling and...

Details System and method for integrated resource scheduling and... System and method for integrated resource scheduling and...

2003-02-24

2008-03-11

Hong, Harry S. (Department: 2614)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265040, C379S265050, C379S265060, C379S266070, C700S100000, C705S002000

Reexamination Certificate

active

07343010

ABSTRACT:
According to the invention, a system and method for integrating call routing and workforce management functions in contact centers, enabling them to work together without opposing the influence of one against that of the other, is disclosed. In an embodiment of the invention, a feedback mechanism is provided between the routing system and either the forecasting engine or the adherence module of the workforce management system, or both. This feedback mechanism is used to pass useful information dynamically between the said workforce management system and the said routing system, said information exchange being unidirectional in either direction, or bidirectional. In another embodiment of the invention, a method in which information is passed from a call routing system to a forecasting engine or an adherence module of a workforce management system, or both, is disclosed.

REFERENCES:
patent: 5185780 (1993-02-01), Leggett
patent: 5546452 (1996-08-01), Andrews et al.
patent: 6044355 (2000-03-01), Crockett et al.
patent: 6128380 (2000-10-01), Shaffer et al.
patent: 6324282 (2001-11-01), McIllwaine et al.
patent: 6574605 (2003-06-01), Sanders et al.
patent: 7110525 (2006-09-01), Heller et al.
patent: 2002/0052770 (2002-05-01), Podrazhansky

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