Techniques for workforce management in a contact center system
US10863026B2 · kind B2 · utility
5Cited by
123References
17Claims
0Family size
Assignee
Inventor
Key dates
| Filing date | Jun 18, 2019 |
| Grant date | Dec 8, 2020 |
| Priority date | — |
| Expiry date | Jun 18, 2039 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
Techniques for workforce management in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for workforce management in a contact center system comprising generating historical workforce data regarding an agent workforce capacity of the contact center system, and initiating an increase or decrease to an agent workforce of the contact center system based at least in part on the historical workforce data to increase an amount of choice among available agents or waiting contacts.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.