Edward M Hamilton

US Patent:

6952732, Oct 4, 2005

Filed:

Apr 30, 2001

Appl. No.:

09/846016

Inventors:

Illah Nourbakhsh - Pittsburgh PA, US
Ofer Matan - Palo Alto CA, US
Jason Fama - Mountain View CA, US
Scott Veach - Los Angeles CA, US
Edward Hamilton - Los Gatos CA, US
Alex Fukunaga - Rancho Polas Verdes CA, US

Assignee:

Blue Pumpkin Software, Inc. - Sunnyvale CA

International Classification:

G06F015/173

US Classification:

709226, 709225, 709229, 718102, 718103, 718104, 718105

Abstract:

A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.

US Patent:

7788286, Aug 31, 2010

Filed:

Jan 18, 2005

Appl. No.:

11/037604

Inventors:

Illah Nourbakhsh - Pittsburgh PA, US
Ofer Matan - Palo Alto CA, US
Jason Fama - Mountain View CA, US
Scott Veach - Los Angeles CA, US
Edward Hamilton - Los Gatos CA, US
Alex Fukunaga - Rancho Palos Verdes CA, US

Assignee:

Verint Americas Inc. - Melville NY

International Classification:

G06F 7/00
G06F 17/00

US Classification:

707802

Abstract:

A method and apparatus for generating an agent schedule for a multi-contact center that has immediate queues and deferred queues. In one embodiment, a method includes scheduling software receiving a plurality of scheduling data from a user interface, and the scheduling software generating a plurality of scheduling constraints. The method further includes a search engine using the plurality of scheduling constraints to generate a plurality of potential schedules including first potential schedules for immediate queues, and second potential schedules for deferred queues. The method further includes performing a first analysis on the first potential schedules to generate first estimated service levels, and performing a second analysis on the second potential schedules to generate second estimated service levels, wherein the first estimated service levels and the second estimated service levels are expressed in interchangeable units.