Genesys Cloud Services, Inc.

Interactive Intelligence, Inc.

Jay Michael Langsford

Donald E Brown

Bayu Wicaksono

Brian Edward Mewhinney

Wei Xun Ter

William D'Attilio

I-Hsuan Weng

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.

Method and system for scalable contact center agent scheduling utilizing automated AI modeling and multi-objective optimization

Various technologies and techniques are disclosed for automating the activation of agents in particular workgroups. A call queue server receives incoming communications. A scheduling server is coupled to the call center server over a network and analyzes historical communication data to calculate a forecasted load for a particular time period. The system uses the forecasted load to create agent schedules for the workgroups for the particular time period. The system programmatically activates and deactivates the agents into and out of the workgroups at scheduled points in time based on the calculated schedules. The call center server routes each of the queued communications to a particular agent that is activated on a particular one of the workgroup.

System and method for agent queue activation in a contact center

Growing community of inventors

Indianapolis, IN, United States of America

Jay Michael Langsford