Genesys Cloud Services, Inc.

I-Hsuan Weng

Bayu Wicaksono

William D'Attilio

Jay Michael Langsford

Wei Xun Ter

German Andres Velasquez Diaz

A system for performing contact center agent scheduling according to an embodiment includes at least one processor and at least one memory comprising a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the system to generate a workload forecast indicative of a demand that will be introduced into the contact center in a future planning period based on a workload forecast model and time series data, generate a staffing requirement forecast indicative of a number of agents required to handle the workload forecast based on the workload forecast, one or more service goals, and a staffing requirement model, and perform schedule optimization using column generation to generate an optimized contact center agent shift schedule for a plurality of agents based on the staffing requirement forecast and one or more constraints.

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Gambrills, MD, United States of America

I-Hsuan Weng