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:
Mar. 12, 2013
Filed:
May. 02, 2007
James Gordon Nies, Carmel, IN (US);
Simon Shvarts, Cupertino, CA (US);
Joseph Watson, Alpharetta, GA (US);
James Gordon Nies, Carmel, IN (US);
Simon Shvarts, Cupertino, CA (US);
Joseph Watson, Alpharetta, GA (US);
Verint Americas Inc., Melville, NY (US);
Abstract
Systems and methods of integrating workforce management and contacts analysis are disclosed. An exemplary method comprises receiving content data derived from classification of a plurality of recorded agent contacts. The contact content data is correlated with past time period. The method also comprises identifying at least one pattern in the contact content data. The pattern is based on the contact classifications. The method also comprises receiving historical workload data from a contact router, and generating a workload forecast based on the historical workload data and the identified pattern.