RESOURCE MANAGEMENT METHOD AND SYSTEM

摘要

A system and method used in resource management, and particularly in a telephone call center, are disclosed. The system and method facilitate resource management by providing a terminal including a display that displays resource to task assignment in a table. Rows represent resources (telephone call handling agents in a call center) while columns represent task types (call queues in a call center) to be assigned. Information about task type to resource assignment is displayed in the table at intersections of rows and columns. An input device may be proximate the displayed screen and may allow modification of data related to task to resource assignment. Preferably, this information represents a task type handling priority for a resource. As well, future task to resource assignment data may be input and scheduled at the terminal. Further resource management statistical information may also be displayed.