Workforce management system for forecasting and scheduling work items that cross intervals

摘要

A forecast and plan generation process for a workforce management (WFM) system implements an algorithm to calculate staffing requirements when average handling time (AHT) is longer than a data collection statistics period and/or a work item is in progress of being handled in more than one interval. A schedule generation process schedules an agent for intervals after a work item is provided/connected to the agent, preferably up to an including an interval when the work item terminates (based on the AHT of the work item and a simulated arrival time of the work item). Additional agents are scheduled for new work items that are forecasted to arrive in an interval, in addition to the agents that may already be connected to a contact.