AUTOMATED SCHEDULING OF CONTACT CENTER AGENTS USING REAL-TIME ANALYTICS

摘要

A system for automatically scheduling contact center agents using real-time analytics, comprising an analytics server that receives and analyzes interaction information, a scheduling server that produces scheduling events based on the analysis, and a queueing server that modifies a current state of agent workstations based on the scheduling events, and a method for system for automatically scheduling contact center agents using real-time analytics.