Genesys Cloud Services, Inc.

Wei Xun Ter

Bayu Wicaksono

Jay Michael Langsford

William D'Attilio

German Andres Velasquez Diaz

Brian Robinson

Geir Rosoy

Travis Humphreys

Mohamed Shahul Hameed

I-Hsuan Weng

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

A system for estimating a wait time to connect a customer to an agent 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 receive incoming interaction data from the customer indicative of a request to estimate the wait time, retrieve historical data indicative of interaction information for one or more interactions that have already been serviced in response to receipt of the request, and generate a wait time estimation based on the historical data.

Method and system for robust wait time estimation in a multi-skilled contact center with abandonment

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Daly City, CA, United States of America

Wei Xun Ter