Verint Americas Inc.

Witness Systems, Inc.

Sameet Vasant Joshi

Jason Fama

Uri Peleg

Michael R Bourke, Jr

Richard M Lawrence

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.

Monitoring and displaying the scheduled and actuated activities of a workforce

Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: receiving a shift activity template; receiving an association between the shift activity template and at least one worker; and scheduling a plurality of schedulable objects. The scheduling is performed in accordance with a workload forecast and schedule constraints. Each of the schedulable objects is based on the shift activity template. The shift activity template describes a worker activity performed during a shift. The template has range of start times and a variable length for the activity. The activity is associated with a queue.

Systems and methods for automatic scheduling of a workforce

Systems and methods for displaying agent activity exceptions

Growing community of inventors

Palo Alto, CA, United States of America

Sameet Vasant Joshi