Verint Americas Inc.

Witness Systems, Inc.

Vinod Prabhu

Jason Fama

Uri Peleg

Mike Bourke

James Gordon Nies

Simon Shvarts

Michael Robert Bourke

Disclosed is a method of creating and updating schedules. The method comprises receiving a plurality of initial events associated with a plurality of entities, generating an initial schedule that identifies the plurality of initial events, receiving a plurality of subsequent events, processing each initial event of the plurality of initial events to identify a subset of the plurality of initial events that should be maintained based on which entity of the plurality of entities is associated with the initial event, and generating an updated schedule that identifies only the subset of the plurality of initial events and the plurality of subsequent events.

Systems and methods for updating schedules

Systems and methods for scheduling workforces are provided. In this regard, a representative method includes: generating a forecast requirement related to a volume of work to be handled by a first workforce and a second workforce, wherein the second workforce is remote from the first workforce; generating work schedules for personnel of the second workforce based on the forecast requirement and skills of the personnel of the second workforce; receiving information corresponding to the work schedules and the skills of the personnel of the second workforce that share work with the first workforce, wherein the work schedules comprise activities; correlating the skills contained in the information with skills that are to be used for scheduling personnel of the first workforce; correlating the activities contained in the information with activities that are to be used for scheduling the personnel of the first workforce; and generating work schedules for the personnel of the first workforce based, at least in part, on a correlation between the skills of the personnel of the second workforce and the first workforce and a correlation between the activities of the personnel of the second workforce and the first workforce.

Systems and methods for scheduling contact center agents

Systems and methods for determining workforce staffing statistics in a contact center are disclosed. In one embodiment, the method comprises the steps of: receiving activity records associated with agents; and producing queue-specific staff counts for an interval. The counts are based on an activity record subset, and an agent skill, and a contact queue skill set. In one embodiment, the system comprises: an activity collector operative to receive events; and a staff statistics calculator operative to determine a staff count for a specified staffing interval. Each of the events describes a worker activity. In this embodiment, the calculator comprises: logic for receiving activity records derived from one of the events; logic for identifying contact queues for each worker in the activity records; and logic for incrementing a contact queue staff count if at least one skill for the respective worker is included in the respective contact skill set.

Systems and methods for calculating workforce staffing statistics

Systems and methods for integrating outsourcers are provided. In this regard, a representative method includes: receiving information corresponding to resources of a first contact center; and correlating the information with other information in order to improve integration of resources of the first contact center with resources of one or more other contact centers.

Systems and methods for integrating outsourcers

Systems and methods for scheduling contact center agents are provided. In this regard, a representative method includes: receiving information corresponding to work schedules and skills of agents of a remote contact center that shares contacts with a local contact center; correlating the skills with skills that are to be used for scheduling agents of the local contact center; and generating work schedules for the agents of the local contact center based, at least in part, on a correlation between the skills of the agents of the remote contact center and the local contact center, and an evaluation of the work schedules of the agents of the remote contact center.

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Fremont, CA, United States of America

Vinod Prabhu