SYSTEM FOR SCHEDULING ROUTING RULES IN A CONTACT CENTER BASED ON FORCASTED AND ACTUAL INTERACTION LOAD AND STAFFING REQUIREMENTS

摘要

A system for scheduling resources and rules for routing includes a server connected to a network, a scheduling application executable from the server, and at least one programmable software agent for scheduling routing rules. The scheduling application receives statistics about forecast arrival rates for incoming interactions and current resource availability data and schedules resources and routing rules according to the forecast requirements the software agent propagating the portion of scheduling relative to the routing rules.