Systems and methods for displaying agent activity exceptions

Details Systems and methods for displaying agent activity exceptions Systems and methods for displaying agent activity exceptions

2011-05-31

2011-05-31

Jeanty, Romain (Department: 3624)

Data processing: financial, business practice, management, or co

Automated electrical financial or business practice or...

Operations research or analysis

C715S700000

Reexamination Certificate

active

07953621

ABSTRACT:
Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: collecting an agent activity of a first class and an agent activity of a second class; and displaying the agent activity of the first class and the agent activity of the second class along the same timeline axis. The agent activities are collected from a contact center data source. The second class is different from the first class. Both activities are associated with the same agent. Each activity is derived from a different virtual data source.

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