Monitoring and displaying the scheduled and actuated activities of a workforce

US8719067B2 · kind B2 · utility

Assignee

• Witness Systems, Inc. · US

Inventors

• Jason Fama · Foster City, US
• Uri Peleg · Santa Clara, US
• Michael R. Bourke · San Francisco, US
• Richard Lawrence · San Diego, US
• Sameet Vasant Joshi · Palo Alto, US

Key dates

• Filing date: May 31, 2011
• Grant date: May 6, 2014
• Expiry date: Mar 14, 2032

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q10/1097
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Systems and methods are disclosed for scheduling a workforce. In one embodiment, the method comprises the steps of: collecting an agent activity of a first class and an agent activity of a second class; and displaying the agent activity of the first class and the agent activity of the second class along the same timeline axis. The agent activities are collected from a contact center data source. The second class is different from the first class. Both activities are associated with the same agent. Each activity is derived from a different virtual data source.