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:
Jan. 04, 2011
Filed:
Feb. 22, 2006
Jason Fama, Foster City, CA (US);
Michael Robert Bourke, San Francisco, CA (US);
Edward Hamilton, San Jose, CA (US);
Jeff Iannone, Alpharetta, GA (US);
Illah Nourbakhsh, Pittsburgh, PA (US);
Joseph Watson, Alpharetta, GA (US);
Kevin Hegebarth, Alpharetta, GA (US);
Jason Fama, Foster City, CA (US);
Michael Robert Bourke, San Francisco, CA (US);
Edward Hamilton, San Jose, CA (US);
Jeff Iannone, Alpharetta, GA (US);
Illah Nourbakhsh, Pittsburgh, PA (US);
Joseph Watson, Alpharetta, GA (US);
Kevin Hegebarth, Alpharetta, GA (US);
Verint Americas Inc., Melville, NY (US);
Abstract
Systems and methods for scheduling call center agents are provided. An exemplary system for scheduling call center agents includes an agent computing device that is capable of obtaining quality scores of agents. The quality score is a measurement of quality that the agents provide to a call center. The Agent computing device is capable of transmitting the quality scores of agents over a network. The system further includes a manager computing device that is capable of: receiving the quality scores of agents over the network, receiving a scheduled interval, receiving a quality goal for the scheduled interval, the quality goal being a desired measurement of quality that the agents collectively provide to the call center, determining a quality goal for the scheduled interval based on the received quality scores of agents, and determining a schedule for the agents based on the quality goal, the quality goal score, and the scheduled interval.