System and method for integrated workforce and analytics
US8396732B1 · kind B1 · utility
37Cited by
153References
18Claims
0Family size
Assignee
Inventors
Key dates
| Filing date | May 2, 2007 |
| Grant date | Mar 12, 2013 |
| Priority date | — |
| Expiry date | Jul 10, 2031 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q30/02
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.