Techniques for workforce management in a contact center system
US11178283B2 · kind B2 · utility
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131References
21Claims
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Key dates
| Filing date | Mar 3, 2021 |
| Grant date | Nov 16, 2021 |
| Priority date | — |
| Expiry date | Mar 3, 2041 |
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.