发明名称 |
Method and apparatus for anticipating and planning communication-center resources based on evaluation of events waiting in a communication center master queue |
摘要 |
A software application for recommending workforce resource allocation in a communication center based on requirements of events represented in a communication-center queue has a first interface for accessing information from the queue; a second interface for accessing information from a data source about workforce availability and state information; a processing component for processing queue information and workforce information; and a message generation and delivery component for generating a workforce allocation recommendation based on processing results and sending the recommendation to a target entity. In a preferred embodiment, the application periodically accesses the queue and the data source to obtain the most recent information for processing and generates periodic recommendations based on real-time requirements of events and availability states of resources, the recommendations sent ahead of time before the resources are required.
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申请公布号 |
US7929464(B2) |
申请公布日期 |
2011.04.19 |
申请号 |
US20040945585 |
申请日期 |
2004.09.20 |
申请人 |
GENESYS TELECOMMUNICATIONS LABORATORIES, INC. |
发明人 |
PETROVYKH YEVGENIY |
分类号 |
H04L12/28;H04L12/24;H04L12/58;H04L29/06;H04L29/08;H04M3/22;H04M3/36;H04M3/51;H04M3/523;H04M7/00;H04M7/12;H04Q3/64 |
主分类号 |
H04L12/28 |
代理机构 |
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代理人 |
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主权项 |
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地址 |
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