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. 31, 2010
Filed:
Jan. 18, 2005
Illah Nourbakhsh, Pittsburgh, PA (US);
Ofer Matan, Palo Alto, CA (US);
Jason Fama, Mountain View, CA (US);
Scott Veach, Los Angeles, CA (US);
Edward Hamilton, Los Gatos, CA (US);
Alex Fukunaga, Rancho Palos Verdes, CA (US);
Illah Nourbakhsh, Pittsburgh, PA (US);
Ofer Matan, Palo Alto, CA (US);
Jason Fama, Mountain View, CA (US);
Scott Veach, Los Angeles, CA (US);
Edward Hamilton, Los Gatos, CA (US);
Alex Fukunaga, Rancho Palos Verdes, CA (US);
Verint Americas Inc., Melville, NY (US);
Abstract
A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.