Skills-based scheduling for telephone call centers
US6044355A · kind A · utility
370Cited by
4References
20Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | Jul 9, 1997 |
| Grant date | Mar 28, 2000 |
| Priority date | — |
| Expiry date | Jul 9, 2017 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/402
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A method for scheduling personnel (e.g., agents) in a work environment based on personnel "skill" levels. The method facilitates true skills-based scheduling of agents in a telephone call center using a simulation tool to predict what fraction of scheduled agents from each "skill group" will be available to each "call type" during each time interval being scheduled. A feedback mechanism is used to adjust net staffing and skills usage data between iterations of a call handling simulation until a given schedule being tested through the simulator meets some acceptance criteria.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.