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:
Feb. 09, 2010
Filed:
Jun. 26, 2007
Jason Fama, Foster City, CA (US);
Uri Peleg, Santa Clara, CA (US);
Simon Shvarts, Cupertino, CA (US);
Mike Bourke, San Francisco, CA (US);
James Gordon Nies, Carmel, IN (US);
Vinod Prabhu, Fremont, CA (US);
Jason Fama, Foster City, CA (US);
Uri Peleg, Santa Clara, CA (US);
Simon Shvarts, Cupertino, CA (US);
Mike Bourke, San Francisco, CA (US);
James Gordon Nies, Carmel, IN (US);
Vinod Prabhu, Fremont, CA (US);
Verint Americas Inc., Melville, NY (US);
Abstract
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.