The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Aug. 22, 2023
Filed:
Jul. 26, 2021
Genesys Cloud Services, Inc., Menlo Park, CA (US);
William D'Attilio, Brownsburg, IN (US);
German Andres Velasquez Diaz, Annapolis, MD (US);
Wei Xun Ter, Silver Spring, MD (US);
Bayu Wicaksono, Laurel, MD (US);
I-Hsuan Weng, Gambrills, MD (US);
Jay Michael Langsford, Indianapolis, IN (US);
Genesys Cloud Services, Inc., Menlo Park, CA (US);
Abstract
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.